Pavlov Media · 7 hours ago
NOC Technician 2
IL, Champaign, Champaign, IL, US
Full-time
Onsite
Mid Level
$23/hr - $27/hrPavlov Media is dedicated to providing a superior internet experience through advanced fiber technology. The NOC Technician II is responsible for troubleshooting client issues, training NOC Level 1 staff, and ensuring customer satisfaction while maintaining service quality and efficiency.
Telecom & CommunicationsInformation TechnologyTelecommunications
Responsibilities
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
Qualification
Required
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
Benefits
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
Company
Pavlov Media
Pavlov Media (formerly Fusion Broadband) is a nationwide triple-play communications and technology provider that delivers customized
Founded in 1992
201-500 employees
H1B Sponsorship
Pavlov Media has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Growth StageTotal Funding
$239MKey Investors
Macquarie Asset Management
2025-05-20Debt Financing· $235M
2023-03-28Private Equity
2010-12-10Series Unknown· $4M
Leadership Team
D
Dorothy Kallmayer
Senior Vice President of Sales
W
Wendy Burr
Senior Vice President of Sales
Recent News
2025-10-14
2025-09-19
Company data provided by crunchbase