NOC Technician

Salary Range: $23.00 To $27.00 Hourly

NOC Technician II

At Pavlov Media, we’re on a mission to create something extraordinary. We’re passionate about delivering a far superior internet experience to the communities we serve, powered by cutting‑edge fiber technology. But it’s not just about speed and reliability—at Pavlov, we see our role as an opportunity to bring people closer together. Through the services we provide, we connect more than just devices;

we help foster connections that strengthen communities, businesses, and enrich lives. If you’re looking to be part of a team that’s making a real impact, Pavlov Media is the place for you.

This is an onsite position located in Champaign IL

The NOC Level 2 is responsible for assisting clients with troubleshooting of router, firewall, switch, workstation, phone and cloud services. This position provides procedural guidance, training, and support to members of the NOC Level 1 support team. The NOC Level 2 fulfills the service of incoming and outgoing telephone calls and support functions. This position will require familiarity with networking, client operating systems, security, and cloud services to assist field technicians, customers, and educate NOC Level 1 agents and guests.

Functional area

s of this position include, but are not limited to:

• Responding to support inquiries and demonstrating knowledge of and confidence in networking, security, client operating systems, and cloud services.
• Answering incoming calls and maintaining set goals for service levels.
• Motivating and inspiring other employees to follow‑up and complete cases, service calls, outbound calls, and the tracking of open issues.

The Helpdesk/NOC Level 2, working closely with other Helpdesk and NOC staff as well as the NOC Manager and IT Service Manager, excels in training, learning, assisting and supporting the goals of the team members and the Company. It is the responsibility of the Helpdesk/NOC Level 2 to uphold the Pavlov Media mission of Simply Exceptional Connections Nationwide.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Maintain a customer first attitude to ensure customer satisfaction
• Respond to inquiries from Field Technicians, Helpdesk/NOC Level 1 staff, and clients
• Work with resources to resolve any issues NOC Level 1 or business to business clients may encounter
• Identify and elevate any issues with products or services that impact customer acceptance, satisfactions or retention
• Adhere to defined quality guidelines for customer communication
• Maintain familiarity with products and services offered and of clients supported
• Demonstrate an understanding of effective troubleshooting skills and the ability to use them
• Meet assigned goals for calls answered, call length, call quality, resolution time, service level agreements, and utilization
• Review processes and recommend changes to improve the overall effectiveness/efficiencies
• Maintain departmental knowledge resources
• Assist with the upkeep on training materials and process information for both the Helpdesk and the NOC
• Motivate others and lead by example in a team environment
• Coach, share information, and provide feedback on a consistent basis
• Help team members develop an understanding of competitor products, identify key differentiators, and be apprised of market trends
• Take the lead on special projects and perform additional duties as needed

• Maintain a customer first attitude to ensure customer satisfaction
• Respond to inquiries from Field Technicians, Helpdesk/NOC Level 1 staff, and clients
• Work with resources to resolve any issues NOC Level 1 or business to business clients may encounter
• Identify and elevate any issues with products or services that impact customer acceptance, satisfactions or retention
• Adhere to defined quality guidelines for customer communication
• Maintain familiarity with products and services offered and of clients supported
• Demonstrate an understanding of effective troubleshooting skills and the ability to use them
• Meet assigned goals for calls answered, call length, call quality, resolution…