NOC Technician I: Network Support & Troubleshooting

Pavlov Media; Champaign (IL); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Company paid holidays

PTO

Medical, Dental, Vision starting day 1

401K with company match

Life and AD&D insurance

Job summary

Pavlov Media in Champaign, IL is hiring for a NOC Technician I, an onsite, entry-level position supporting the Tier 1 team. You’ll assist end-users, field technicians, and customers with network and device issues, while providing guidance and training to junior staff.

The role emphasizes customer-first service, strong troubleshooting, and teamwork, with comprehensive benefits and a path for advancement within Pavlov Media.

Qualifications

• Troubleshooting data networks and end-user devices.
• Customer service mindset and effective communication.
• Ability to learn new skills and adapt quickly to changing challenges.

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 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

Skills

Network troubleshooting

Customer service

Logical troubleshooting

Learning agility

Tools

Windows OS

Office 365

Job description

Pavlov Media in Champaign, IL is hiring for a NOC Technician I, an onsite, entry-level position supporting the Tier 1 team. You’ll assist end-users, field technicians, and customers with network and device issues, while providing guidance and training to junior staff.

The role emphasizes customer-first service, strong troubleshooting, and teamwork, with comprehensive benefits and a path for advancement within Pavlov Media.