Global Service Desk (GSD) Technician I (Part Time)

CyrusOne • Chandler, AZ

23h • Onsite

About The Position

The Global Service Desk (GSD) Technician I is a part-time role responsible for ensuring service availability, performance, and customer satisfaction. This role acts as the initial point of contact for all customer inquiries, troubleshooting, resolving, or escalating alerts and alarms on customer services. The technician will coordinate the Incident Management process and provide customers with exceptional service. Responsibilities include responding to customer inquiries via phone, email, chat, and ticketing systems within a defined timeframe, performing initial troubleshooting, and utilizing proper communication and escalation procedures. The role requires frequent interaction with technical support, service provisioning, and sales teams, necessitating clear and concise communication skills. Collaboration with Operations and Network teams is also key, requiring a good understanding of data center systems and networks. Diligence, attention to detail, multi-tasking, and prioritizing work are essential skills. Daily tasks involve managing ticket, email, phone, and chat queues, monitoring systems, coordinating customer escalations, and working the ticket system to meet KPIs and metrics. This role is critical in ensuring customer satisfaction through timely and effective technical support.

Requirements

• 0-2 years of Data Center and Server Room experience
• 0-2 years of Hands-on server or network device configuration and management
• Ability to type 35 words per minute.
• Strong verbal and written communication skills.
• Strong customer service, technical aptitude, and attention to detail.
• Basic ability to identify, diagnose, escalate and/or resolve moderate technical issues pertaining to Internet protocols, TCP/IP, FTP, HTTP.
• Experience with HP ProLiant servers, Windows 20XX server preferred.
• High-level knowledge of all mission-critical and network monitoring tools.
• Ability to read & follow outlined processes and procedures.
• General experience and knowledge of data center, network and/or server room configurations experience required.
• High School Diploma or equivalent required.
• 3 + years of NOC, Operations, Network, Data Center, and/or Server Room experience.
• Understanding our Severity Levels and associated escalation procedures.
• Knowledge of ticketing systems.

Nice To Haves

• Knowledge of Zendesk (or a similar ticketing system) is a plus.
• Cisco router/switch experience preferred.
• General knowledge of Active Directory is a plus.
• ServiceNow experience is a plus.
• Associate degree or equivalent work experience preferred.
• Knowledge of Zendesk a plus.
• Cisco route/switch experience a big plus.
• Associates Degree or better preferred, or equivalent work experience
• CompTIA Network + preferred.
• DCCA Certification preferred.
• CCNA, MCSA, A+, NETWORK+, or equivalent a huge plus.

Responsibilities

• Provide exceptional customer service to all customers that lead to an exceptional customer experience.
• Act as the initial point of contact for all customer inquiries (phone/email/chat).
• Verify contacts against a database to ensure contacts are authorized to open tickets.
• Acknowledge all incoming email and web ticket inquiries within 15 minutes of receipt.
• Answer all phone calls within 10 seconds or less.
• Adhere to customer-specific procedures, Service Level Agreements (SLA), and team KPIs.
• Monitor all alarm conditions; follow escalation policies and procedures and SEVERITY level processes.
• Complete shift turnover at the onset and end of each shift.
• Monitor all sites utilizing online tools and systems such as SolarWinds.
• Respond to all Network and Data Center monitoring alarms per policies and procedures.
• Perform daily remote hands and other customer requests, including tape swaps, rack and stack equipment, and LAN cabling.
• Provide coverage for PTO and time-off requests of other technicians.
• Perform basic Active Directory functions (password resets, account unlocks, etc.).
• Provide hardware configuration and support, including server builds, rack and stacking equipment, and LAN cabling.
• Additional responsibilities as needed at management discretion.

Benefits

• CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws.
• CyrusOne is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees