NOC Technician

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 role includes answering incoming and outgoing telephone calls and support functions, familiarizing with networking and client operating systems, and educating Tier 1 staff.

The NOC Technician I works closely with other NOC staff and NOC Managers, upholding the Pavlov Media mission of Simply Exceptional Connections Nationwide. This position is entry level with advancement opportunities within the company for 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 escalate 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 overall effectiveness and 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.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Salary range: $18.00–$24.00 per hour.

Benefits include:

• 15 company paid holidays.
• 3 weeks PTO.
• Medical, Dental, Vision starting day one.
• 401(k) with company match.
• Health and Flexible Savings Account.
• Life and AD&D, Spousal Life, Child Life Insurance Plans.
• Educational and professional reimbursement.
• Short- and long-term disability benefits.

Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship now or in the future.

Pavlov Media is an equal‑opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.

If you need assistance and/or reasonable accommodation due to a disability during the application process, read more about requesting accommodation.