NOC Technician 1

Champaign, IL

Position Summary:

The Backbone NOC Tech 1 is responsible for assisting clients with troubleshooting WAN related service issues. The Backbone NOC Tech 1 fulfills the service of incoming and outgoing telephone calls and support functions. This position will require familiarity with network troubleshooting.

Functional areas of this position include, but are not limited to: Responding to support inquiries; demonstrating knowledge and confidence of network troubleshooting. 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 tracking of open issues.

The Backbone NOC Tech 1 works closely with the other Backbone staff, as well as the Backbone Operations Director. Such responsibilities include: training, learning, assisting and supporting the goals of the team members and the company. It is the responsibility of the Backbone NOC Tech 1 to uphold the Pavlov Media mission of Simply Exceptional Connections Nationwide. This position has advancement opportunities available to highly motivated individuals.

  • Pavlov Media is an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.


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    Primary Responsibilities:

    • Maintain a "customer first" attitude to ensure customer satisfaction
    • Respond to questions from clients and other team members
    • Proactively monitor backbone network and address issues that may arise
    • Troubleshoot network outages and escalate as needed
    • Work with resources to resolve any client issues in a timely manner
    • 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
    • Review processes and recommend changes to improve the overall effectiveness/efficiencies
    • Assist with maintenance of training materials and process-related information for Backbone Support team
    • Motivate others and lead by example in a team environment
    • Coach, share information, and provide feedback on a consistent basis

    Desired Skills:

    • "Customer first" service-oriented approach
    • Ability to work under deadlines and shift priorities as required to meet business requirements
    • High-level communication skills: professional communication, demeanor, and appearance
    • Time management and multi-tasking abilities
    • Reliable and responsible team player
    • Ability to communicate effectively, both verbally and written
    • Strong analytical and problem-solving skills
    • Adaptable and participative
    • Understanding of network standards
    • Strong knowledge of routers, switches, fiber optics and other technical components used in networks
    • Proven ability to troubleshoot connectivity issues on a data network

    Experience Requirements and Positives:

    • Troubleshooting data networks
    • Customer service
    • Logical troubleshooting skills
    • Propensity to learn new skills and adapt quickly to new challenges