Apply on Employer Site

Pavlov Media · 2 weeks ago

NOC Technician I

Champaign, IL

Full-time

Onsite

New Grad, Entry Level

$18/hr - $24/hr

Pavlov Media is dedicated to enhancing internet experiences through advanced fiber technology. The NOC Technician I will assist end-users with network issues, provide support to the Tier 1 team, and maintain customer satisfaction while working closely with NOC staff and managers.

Information TechnologyTelecommunications

No H1B

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

Qualification

Troubleshooting data networksCustomer serviceKnowledge of routersLogical troubleshooting skillsProficiency with Microsoft WindowsAnalytical skillsParticipativeHigh-level communication skillsTime management abilitiesAdaptable