NOC Technician II

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 Level 2 is responsible for assisting clients with troubleshooting of router, firewall, switch, workstation, phone and cloud services. This position provides procedural guidance, training, and support to members of the NOC Level 1 support team. The NOC Level 2 fulfills the service of incoming and outgoing telephone calls and support functions. This position will require familiarity with networking, client operating systems, security, and cloud services to assist field technicians, customers, and educate NOC Level 1 agents and guests.

Functional areas of this position include, but are not limited to:

• Responding to support inquiries and demonstrating knowledge of and confidence in networking, security, client operating systems, and cloud services.
• 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 the tracking of open issues.

The Helpdesk/NOC Level 2, working closely with other Helpdesk and NOC staff as well as the NOC Manager and IT Service Manager, excels in training, learning, assisting and supporting the goals of the team members and the Company. It is the responsibility of the Helpdesk/NOC Level 2 to uphold the Pavlov Media mission of Simply Exceptional Connections Nationwide.

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 inquiries from Field Technicians, Helpdesk/NOC Level 1 staff, and clients
• Work with resources to resolve any issues NOC Level 1 or business to business clients may encounter
• Identify and escalate any issues with products or services that impact customer acceptance, satisfactions or retention
• Adhere to defined quality guidelines for customer communication
• Maintain familiarity with products and services offered and of clients supported
• Demonstrate an understanding of effective troubleshooting skills and the ability to use them
• Meet assigned goals for calls answered, call length, call quality, resolution time, service level agreements, and utilization
• Review processes and recommend changes to improve the overall effectiveness/efficiencies
• Maintain departmental knowledge resources
• Assist with the upkeep on training materials and process 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
• Help team members develop an understanding of competitor products, identify key differentiators, and be apprised of market trends
• Take the lead on special projects and perform additional duties as needed

Required Qualifications:

• Maintain a customer first attitude to ensure customer satisfaction
• Respond to inquiries from Field Technicians, Helpdesk/NOC Level 1 staff, and clients
• Work with resources to resolve any issues NOC Level 1 or business to business clients may encounter
• Identify and escalate any issues with products or services that impact customer acceptance, satisfactions or retention
• Adhere to defined quality guidelines for customer communication
• Maintain familiarity with products and services offered and of clients supported
• Demonstrate an understanding of effective troubleshooting skills and the ability to use them
• Meet assigned goals for calls answered, call length, call quality, resolution time, service level agreements, and utilization
• Review processes and recommend changes to improve the overall effectiveness/efficiencies
• Maintain departmental knowledge resources
• Assist with the upkeep on training materials and process 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
• Help team members develop an understanding of competitor products, identify key differentiators, and be apprised of market trends
• Take the lead on special projects and perform additional duties as needed

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: $23.00-$27.00

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.