NOC Technician

NOC Technician I

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 Technician I is responsible for assisting end-users with network connection and performance issues, as well as providing procedural guidance, training, and support to the Tier 1 support team. The NOC Technician I fulfills the service of incoming and outgoing telephone calls and support functions. This position will require familiarity with networking, client operating systems, to assist Field Technicians, customers, and end-users as well as educating Tier 1.

Functional area

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

• Supporting Pavlov Media’s customers by troubleshooting network connection, network performance, and process problems.
• 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 tracking of open issues.

The NOC Technician I works closely with the other NOC staff as well as the NOC Managers. It is the responsibility of the NOC Technician I to uphold the Pavlov Media mission of Simply Exceptional Connections Nationwide.

This position is entry level with advancement opportunities within the company available to highly motivated individuals.

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 questions from Field Technicians, Tier 1 Agents, and Clients
• Troubleshoot WiFi and Ethernet connectivity issues within a local area network.
• Identify and elevate any issues with products or services that impact customer acceptance, satisfaction, or retention
• Adhere to defined quality guidelines for customer communication
• Maintain familiarity with all products and services offered and clients supported
• Demonstrate an understanding of effective troubleshooting skills and the ability to use them
• Meet assigned goals for calls answered, call length, resolution time, service level agreements, and utilization
• Review processes and recommend changes to improve the overall effectiveness/efficiencies.
• Assist with maintenance of training materials and process related 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
• Take the lead on special projects and perform additional duties as needed

• Troubleshooting data networks and end-user devices
• Customer service
• Logical troubleshooting skills
• Propensity to learn new skills and adapt quickly to new challenges

• “Customer first” service-oriented approach
• Ability to work under aggressive deadlines and shift priorities as required to meet business requirements and deadlines
• High-level communication skills: professional communication, demeanor, and appearance
• Time management and multi-tasking abilities
• Reliable and responsible team player
• Ability to communicate effectively, both verbally and written
• Strong analytical and problem-solving skills
• Adaptable and participative
• Understanding of network standards
• Strong knowledge of routers, switches, WiFi, fiber optics and other technical components used in networks
• Proven ability to troubleshoot connectivity issues on a data network
• Proficiency with Microsoft Windows (10/11), and Microsoft Office 365 applications

The successful candidate will be able to perform the following with or without reasonable…