TOC Engineers are on board to keep an observant eye over the entire monitored endpoints, and to ensure round the clock uptime for customers. Below are the main/key duties/roles and responsibilities of a TOC engineer. To accomplish their primary goal of monitoring and troubleshooting Network issues:

1. Monitor Systems

 TOC Engineers monitor the performance and capacity of a network/computer systems using a variety of tools.

 They look for hardware, software, and environmental alerts or malfunctions.

 When an issue is identified, TOC Engineers work to determine the cause of the problem.

 Monitor and resolve all issues of ticketing system.

 Oversee all networks performance

2. Escalating the issue

When problems are too large or complex for quick troubleshooting, TOC Engineers must:

 Escalate the issue to management, and other related resources i.e. field teams or 3rd party vendors for assistance in reaching a resolution.

 Coordinating with third-party vendors, customer contacts, or other related teams.

 Communicate with site engineers and other TOCS and TOCs

 If necessary, TOCs escalate problems to the appropriate personnel level.

 For severe conditions that are impossible to anticipate such as a power failure TOCs have to immediately contact engineers to remedy the problem.

 Maintaining ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.

3. Follow-Up

 To follow up on the issue that have been escalated to their teams until the issue is fixed.

 Track problems through resolution.

4. Troubleshoot Problems

 When a problem impacts the network services, the TOC Engineer works to triage or troubleshoot the problem, if possible.

 Design and prepare update for all trouble tickets through various troubleshooting programs and upgrade ticketing systems.

 Manage and implement change management procedure and systems.

 Determine and manage architectural system, provide upgrade and ensure completion of all operational documents.

 Provide technical assistance and formulate equipment configuration as client requirement.

 Design and execute different sorts of monitoring programs, implementation of policies and standardization of networking system.

5. Track all Issues

While responding to incidents, the TOC Engineer must:

 Carefully track and document all issues and resolutions in detail.

 Update the ticketing system

 Manage rolling out and resolve complicated issues via call center agency.

 Network discovery and assessments

 Track problems through resolution.

6. Report Incidents

 To report each every alert/issue that has appeared in the shift and provide the info to the next shift.

 Prepare status reports and enhance integration to evaluate all network issues

 Maintain network security systems, processes and prepare associate documentation for all work.

 Prepare status reports and upkeep of schedule routine system maintenance.

 Optimization and quality of service reporting

 Email management services

 Performance reporting and improvement recommendations

 Backup and storage management

7. Customer management

8. RMS Management and configuration

1. Education:

 Bachelor’s degree or Degree in Computer Science / Technology or Electrical & Electronics or Communication Engineering

 Technical certifications such as MCSE, RHCE, CCNP preferred

2. Qualifications, Experience and Skills:

 A minimum of 12-18 months experience in a Technical Support, data centers / ISP with an emphasis on Network and Systems or similar role.

 Good communicator with a natural aptitude for dealing with people.

 Be able to communicate about networking issues effectively and in a comprehensible manner both to clients and employees

 Good network diagnostic skills.

 Knowledge and experience of system and network infrastructures such as LAN and WAN network technologies, server virtualization, enterprise storage area network (SAN) and backup, enterprise performance and fault monitoring tools. Basic Linux CLI skills and sysadmin skills.

 Work well in a busy team, being quick to learn and able to deal with a wide range of issues.

 Willingness and ability to learn new products and network technologies quickly, often without the focus of formalized training.

 Strong analytical skills and able to collate and interpret data from various sources.

 Ability to assess and priorities faults and respond or escalate accordingly.

 Self-disciplined, self-motivated and the ability to organize and prioritize time effectively.