NOC Engineer

Position: NOC Engineer 1
NOC Engineer 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.

Job Description:

This is an onsite position located in Champaign, IL.

The NOC Engineer 1 is an onsite role based in Champaign, Illinois. This position is responsible for designing and supporting enterprise networks for Pavlov Media customers, while also guiding junior technicians in managing end-user support escalations. As a skilled network professional with specialized expertise, the NOC Engineer 1 plays a critical role in diagnosing and resolving network issues across localized, building-wide, and site-wide systems.

Troubleshooting is primarily performed remotely, often with the assistance of field service technicians. This role requires a solid understanding of networking fundamentals and Pavlov's standards for network design, security, and Active Ethernet and GPON/XGPON configurations. The NOC Engineer 1 also supports field technicians and educates junior technicians in networking principles and Pavlov's practices.

Duties/Responsibilities:

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

• Respond to network outages efficiently.
• Answer calls from field technicians and dispatchers, ensuring adherence to service-level goals.
• Collaborate with field operations to resolve outages, expand networks, or add new functionality for customers.
• Encourage and support team members in following up on open cases, service calls, and issue tracking.
• Under the guidance of NOC Managers and the NOC Director, monitor, investigate, and address network performance issues beyond outages.

• Maintain a professional demeanor with internal and external contacts while addressing issues and outages.
• Remotely troubleshoot Ethernet and fiber optic issues to assess if physical repairs are needed and prepare clear scopes of work for dispatch as necessary.
• Diagnose and resolve customer-impacting issues across OSI layers 1-4 on Pavlov networks.
• Identify and escalate issues affecting customer satisfaction or retention through the appropriate channels.
• Stay informed on Pavlov products and supported networks, including standard firmware, designs, and known hardware/firmware issues.
• Use a scientific approach to problem-solving, escalating complex issues to network professionals and third-party vendors as needed.
• Review and recommend process improvements to enhance efficiency and effectiveness.
• Assist the engineering team in developing departmental knowledge resources for onboarding and junior technician education.
• Lead or participate in special projects or other assignments as directed.
• Escalation occurs via tiered support:
  Tier 1 → NOC Tech I → NOC Tech II → NOC Tech III → NOC Engineer I → NOC Engineer II.

Required Qualifications:

• High School diploma or equivalent required.
• Desired
  
  Certifications:
  
  Cisco CCNA, Ruckus RCNI or RWNA, or similar network-centric certifications.
• Minimum of three years' experience supporting enterprise networks with routing and switching components.
• Minimum of one year supporting a Campus LAN deployment in a BYOD environment, including the access layer.
• Strong knowledge of enterprise network design and implementation concepts.
• Experience with Linux and familiarity with scripting languages (e.g., BaSH, Python) is a plus.

Desired Qualifications:

• Solution-oriented approach to problem-solving.
• Experience troubleshooting local area network issues and end-user devices.
• Familiarity with remote monitoring tools (e.g., Libre
  
  NMS, Nagios, Solar Winds, Zabbix).
• Ability to work under tight deadlines to resolve customer-impacting issues.
• Strong technical and non-technical communication…