NOC Technician 2

About the role

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.

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, satisfaction 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

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, satisfaction 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.

Pay

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.

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