Global Service Desk Technician (Part Time)

CyrusOne • Chandler, AZ

21h • Onsite

About The Position

We are seeking a Global Service Desk (GSD) Technician to monitor infrastructure and networks, troubleshoot issues, and handle customer inquiries and escalations through phone, email, and chat. The GSD Technician also handles incidents by acknowledging them, notifying customers per Service Level Agreements (SLAs), and working with the Incident Management team to ensure timely communication. This role collaborates with Account Management, Implementations, Sales, Operations, and Network teams to maintain customer satisfaction and resolve support tickets within SLA guidelines. Part-Time Nights and Weekends Shift: Saturday 12AM-12PM + Sunday 12AM-12PM

Requirements

• Basic ability to identify, diagnose, escalate and/or resolve technical issues pertaining to Internet protocols, TCP/IP, FTP, HTTP.
• High-level knowledge of mission-critical and network monitoring tools
• 3 + years of NOC, Operations, Network, Data Center, and/or Server Room experience.
• Strong verbal and written communication skills.
• Strong customer service, technical aptitude, and attention to detail.
• Knowledge of ticketing systems.
• Associates Degree or better preferred, or equivalent work experience

Nice To Haves

• 0-2 years in a Help Desk/IT Support capacity preferred, ideally in a Data Center and/or Server Room environment (hands-on server or network device configuration and management) preferred
• Excellent verbal and written communication skills with a strong customer service mindset, technical aptitude, and keen attention to detail.
• Experience working with a ticketing system such as Zendesk preferred
• Knowledge of Citrix workspace, Active Directory, ServiceNow, and Cisco preferred
• Experience with HP ProLiant servers, Windows 20XX server preferred
• Knowledge of Zendesk a plus.
• General experience and knowledge of data center, network and/or server room configurations experience preferred.
• Cisco route/switch experience a big plus.
• CCNA, MCSA, A+, NETWORK+, or equivalent a huge plus.

Responsibilities

• Develop a general understanding of data center facility infrastructure, specifically the electrical and mechanical systems used in a data center environment (generators, UPS systems, ATS/STS units, PDU units, Chillers, air handling units, CRAC units)
• Provide exceptional customer service, acting as the initial point of contact for all customer inquiries
• Monitor all sites and alarm conditions, using online tools and systems such as SolarWinds and netFLEX
• Respond to all incoming phone, email, chat, and ticketing queues in adherence to Service Level Agreements (SLA) and team Key Performance Indicators (KPI).
• Perform daily ‘remote hands’ requests on behalf of customers, including tape swaps, racking and stacking, and LAN cabling.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: Associate degree