NOC Technician I

Pavlov Media Inc•Champaign, IL

53d•$18 - $24•Onsite

About The Position

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 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 wells as educating Tier 1. Functional areas 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 1 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.

Requirements

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

Nice To Haves

"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

Responsibilities

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 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