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Finding a Technology Integrator, Managed Services Providers, Tech Talk / May 11, 2020

What is a Network Operation Center?

Network Operation Center

Loosely defined, a network operations center is a centralized location where IT support technicians:

  • Supervise networks
  • Monitor networks
  • Maintain networks

Managed service providers (like TSAChoice) use the centers to ensure 24/7 uptime for their customers. Upon walking into this area at 108 Asheville Commerce Parkway, one would notice an open floor plan with lots of technicians working side-by-side, colorful monitors on the walls, and soft, ambient lighting in the space.

A few years ago, TSAChoice built a network operations center, or NOC, at our Asheville office. With the rapid emergence of managed IT service opportunities, and seeking a way to better serve our existing contract customers, we knocked down some walls and rearranged the floor plan to provide improved support.

What Exactly Happens in the TSAChoice NOC?

What is harder to discern is what’s going on behind the scenes. Hundreds of customer networks in Western North Carolina and the Upstate of South Carolina are accessible from this room. Inside those networks, TSAChoice can see individual servers, workstations, email clients, firewalls, and more.

Email alarms and flashing red lights, visible on wall-mounted monitors, alert technicians to issues all over the region for various items, such as:

  • a hard drive becoming close to full
  • a DHCP conflict
  • a server error
  • an Internet outage at the firewall
  • a variety of other issues

TSAChoice dispatchers are immediately alerted.

From there, TSAChoice has developed several triage teams, responsible for efficiently diagnosing and resolving issues. In most cases, this can be done remotely, right from the NOC.  Additional teams are standing by at a moment’s notice should a technician need to be dispatched in a vehicle to a customer site.  Dispatchers can see via GPS where all available TSAChoice employees are located, allowing them to even more quickly get to customers with down or troubled systems.

Managed Service Support

TSAChoice’s Complete IT contract (or CIT) gives customers even more peace of mind. CIT customers receive priority response times. Emails from these customers immediately generate service tickets that flow quickly through TSA’s internal systems.

And after 5:00, after TSAChoice offices are closed, the NOC center is still completely virtually available to on-call technicians. Issues that arise after-hours are diagnosed and resolved with the same speed and efficiency as during regular business hours.

Overall, the NOC center has increased TSAChoice’s ability to manage existing customers and provide the headroom to continue to onboard new customers. When area businesses decide to hand over the keys to their IT networks to TSA’s team, they can rest assured that they are in very capable hands.

Additional Resources Related to Network Operation Centers

What are managed services?

How much does a managed IT service plan cost?

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Filed Under: Finding a Technology Integrator, Managed Services Providers, Tech Talk

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Corporate Headquarters
108 Asheville Commerce Pkwy.
Candler, NC 28715
828.254.4464

Greenville Office
25 Woods Lake Rd.
Suite 207
Greenville, SC 29607
864.288.4764

About Us

With offices in Asheville, NC, and Greenville, SC, TSAChoice has over 60 skilled professionals to provide customers a single source for a full spectrum of voice, IT, audio/visual, security and cabling solutions.

Learn more about us.

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