Delivery: Online | Est. Length: 22 Seat Hours | Price: $710.00
Course Overview
The NCTI Operations Center Technical Support I course is designed for the “Eyes on Glass” personnel who keep the network running. In a Network Operations Center (NOC), speed and accuracy are everything. This course provides the technical depth required to identify system-wide issues before they become customer outages.
This comprehensive curriculum focuses on maintaining reliability across all three pillars of the Triple Play: Digital Video, Telephony (VoIP), and High-Speed Data (DOCSIS). NOC personnel will move beyond basic scripts to understand the underlying logic of the network, mastering the OSI Reference Model, computer protocols, and the specific signatures of network failure.
Who Should Attend:
- NOC Technicians
- Tier 2/3 Technical Support
- Headend Technicians
- Dispatchers
What You Will Learn
Upon completion, students will be able to isolate network difficulties quickly, analyze digital signals, and provide high-level troubleshooting solutions to field staff.
Core Competencies:
- Digital Fundamentals: Convert decimal/binary numbers and explain the function of Integrated Circuits (ICs) and Pulse Code Modulation (PCM).
- DOCSIS Mastery: Trace the evolution of data standards from legacy systems to DOCSIS 3.1, understanding how modems interface with the CMTS.
- VoIP Diagnostics: Explain PacketCable operations and troubleshoot IP Voice problems, including eMTA faults and inside wiring issues.
- Video Troubleshooting: Dissect digital video failures, including Set-Top Box errors, HDMI handshake issues, and audio synchronization problems.
- Network Logic: Apply the OSI Reference Model to visualize how data flows through the 7 layers, from physical cabling to software applications.
- Home Networking: Characterize home media networks, including Wi-Fi and MoCA (Multimedia over Coax Alliance) technologies.
Certification and Benefits
The Brain of the Network
This course empowers NOC staff to be the central intelligence of the operation, guiding field technicians to the root cause of complex problems.
Additional Benefits:
- SCTE Prep: Helps prepare students for the SCTE Broadband Premises Installer (BPI) certification.
- Certification Pathways: Credits apply toward NCTI Customer Care Master Representative and Master Dispatcher certifications.
- Industry Recognition: Receive the NCTI Certificate of Graduation.
Course Outline
Module 1: Digital and Data Fundamentals
- Binary numbering, Logic Gates, and Data Compression.
- DOCSIS: Modem evolution and network interaction.
- Computer Hardware/Software: CPU, Memory, and Operating Systems (Windows/Linux/Unix).
Module 2: Telephony and Wiring
- Inside Wiring: Twisted-pair routing, topologies, and NIDs.
- VoIP: Traditional vs. IP Voice, PacketCable, and troubleshooting eMTAs.
Module 3: Video and Network troubleshooting
- Digital Video: Set-Top Boxes, HDMI, and Audio issues.
- HSD Troubleshooting: Resolving high-speed data problems at the premises.
Module 4: Networking and Protocols
- The OSI Model: Deep dive into the 7 layers.
- Topologies: Carrier signals, fiber/copper/wireless transmission.
- Protocols: Communicating across a network.