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.

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.

Duties/Responsibilities:

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 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

Required Qualifications:

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

Desired Qualifications:

• "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

Physical Requirements:

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

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

Compensation & Benefits:

The salary range for this position is: $18.00-$24.00

Work Authorization

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

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience. Pavlov Media is committed to complying with the Equal Pay Act and places a strong emphasis on internal equity when determining compensation. Final pay will be determined based on the candidate’s skills, experience, and alignment with our internal equity standards, ensuring fairness and consistency across the organization. The salary banding for this role also allows room for growth, with opportunities for pay increases within the band based on performance and contributions.

Compensation is one part of the total rewards package at Pavlov Media. We also offer the following benefits to support the well-being of our employees:

• 15 company paid holidays
• 3 weeks PTO
• Medical, Dental, Vision starting day one
• 401K 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

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.

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