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NOC Technician I

Company: Pavlov Media Inc
Location: Champaign
Posted on: November 25, 2022

Job Description:

*This position is posted indefinitely due to the high demand and growing needs of the team. Position Summary: The NOC Level I is responsible for assisting clients with troubleshooting of router, switch, workstation, phone and cloud services, as well as providing procedural guidance, training, and support to the Tier 1 support team. The NOC Level I 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 and customers as wells as educating Tier 1 and guests. Functional areas of this position include, but are not limited to: Responding to support inquiries; demonstrating knowledge and confidence networking, security, client operating systems, and cloud services.
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 NOC Level I working closely with the other NOC staff as well as the NOC manager and IT Service Manager excels in training, learning, assisting and supporting the goals of the team members and the Company. It is the responsibility of the NOC Level 1 to uphold the Pavlov Media mission of Simply Exceptional Connections Nationwide. This position is entry level with advancement opportunities within the company available to highly motivated individuals. Pay Range : $16.25-20.00 Primary Responsibilities: Maintain a "customer first" attitude to ensure customer satisfaction
Respond to questions from Field Technicians, Tier 1 Agents, and Clients
Work with resources to resolve any issues Tier 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 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. Maintain departmental knowledge resources
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
Help team members develop an understanding of competitor products, identify key differentiators, and keep apprised of market trends
Take the lead on special projects and perform additional duties as needed Desired Skills: "Customer first" service-oriented approach
Ability to work under aggressive deadlines and shift priorities as required to meet business requirements and deadlines
High-level communication skills: professional communication, demeanor, and appearance
Time management and multi-tasking abilities
Reliable and responsible team player
Leadership, tasking and delegation skills
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, hubs, wireless, fiber optics and other technical components used in networks
Proven ability to troubleshoot connectivity issues on a data network
Knowledge of service infrastructure and cloud services
Proficiency with Microsoft Windows (7, 8 and 10), Macintosh, Adobe, PC hardware and Microsoft Office 365 applications Desired Experience and Positives: Troubleshooting data networks and end-user devices
Customer service
Logical troubleshooting skills
Propensity to learn new skills and adapt quickly to new challenges Benefits include health care starting on day one, 401(k) savings plans, paid time off and more!

Keywords: Pavlov Media Inc, Champaign , NOC Technician I, Professions , Champaign, Illinois

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