Network Operations Center (NOC) Virtual Tour

♪ This is Loffler’s Network Operations Center, otherwise referred to as the NOC, and it's located at our headquarters office in Bloomington, Minnesota. The NOC has all the operational pieces for Loffler’s IT Solutions Group: [computer ding] Unified Communications engineers, [computer ding] Professional Services engineers, [computer ding] Physical Security engineers [computer ding] and our Managed Services engineering teams all reside here. These groups provide IT services and support for clients across the United States and around the world. [bubble pop] In Loffler's IT Solutions Group, we have over 50 engineers. Those engineers are split into teams of up to 10 members. The expertise in those teams range from levels 1 through level 5. When a customer comes onboard with Loffler, they’re assigned to a team. Any incoming tickets go directly to that team and the people that know that account the best are the ones that work those to resolution. Teams are set up into rows. In the back of each row, we have a service delivery lead and then in the office behind each team is the team manager. Service delivery leads and the team managers are making sure from a day-to-day perspective that the teams are working toward their metrics and have a relationship connection with that customer. Having a point of contact that you can reach out to, outside of the scope of an individual ticket, really allows us to work together to focus on delivering a solution. In addition to watching their service metrics and SLAs, our Managed Services teams are really on the lookout for anything trending in our customers, as well as opportunities for automation. They do this to be proactive. We don’t believe it’s enough to just close tickets quickly. We want to make sure that we minimize business disruptions for our customers and get them to operate as efficiently as possible. Teams collaborate and communicate to solve our customer's problems. If an issue needs escalation, we want to involve a senior engineer to find the root cause of that issue, so it can be resolved quickly. We can also tap the shoulder of someone on another team if we need help. Moving on to the metrics of each team, you'll see that in front of each row the teams have their own set of screens where they track and manage our customer service response. On those screens, we’re watching incoming calls, team member availability as well as call times. We're also monitoring the number of tickets submitted, number of tickets closed and how close any tickets are to resolution or escalation. Any metrics we collect are also available for our clients to access. We share the same goals as our clients: and that is to get employees up and running as soon as possible by facilitating fast responses and true resolutions. Loffler’s NOC and our commitment to teamwork and transparency helps us achieve those goals. The COVID-19 pandemic has driven changes that have required so many of us to work remotely. Despite all of that, our IT engineers continue to approach their work with a team mentality using the same tools to deliver world- class service to our clients. Much of the work we do can be done remotely, and our response times are holding steady despite our remote reality right now. ♪

Channel: Loffler Companies

Views: 5,630

Rating: 4.8987341 out of 5

Keywords: Network operations center, noc, security operations center, soc, managed IT services, managed IT, security services, what is, tour, loffler, loffler companies, IT services, network operation center, network operations center (noc), noc engineer, noc technician, cloud noc

Id: R_o1xpy3EIQ

Length: 3min 1sec (181 seconds)

Published: Thu Oct 15 2020