Service Delivery Technician I

CyrusOne-posted 2 months ago

251-500 employees

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The Service Delivery team provides direct support to and is a central point of contact for CyrusOne clients. Their Technicians respond to calls, e-mail requests, alerts from monitoring platforms, etc. and brings resolution to each via non-complex IT and Facilities tasks, providing clear and timely customer communication throughout. The Service Delivery Technician I provides 'smart hands and feet' support for the installation, support and architecture of new and existing client. They conduct mastery level installs, moves, and de-commissioning of data center hardware (including cabinets, shelves, power strips, rails, fiber/copper/other cables and cable management, servers, storage, printers, etc.)

Respond to and open tickets for all incoming calls, e-mail and alerts generated from monitoring platform
Monitor e-mail queue and log all e-mails within the ticketing system
Monitor ticket queue and follow-up on open tickets within designated time frame
Maintain proper escalation procedures
Evaluate Communicate
Use independent thinking for resolution for level 1 alerts
Escalate issues when appropriate
Act as 'Smart Hands and Feet' for client requests
Perform Level 1 response on Windows servers for non-managed and managed clients
Initial troubleshooting of incidents reported by the client or the monitoring platform
Reboot Hardware swap
Setting up new customers
Review and understand the change & problem management processes
Provide regular feedback to the client on outstanding requests
Report process failures to the supervisor (i.e. lack of updates)
Manage client communications and set appropriate expectations (i.e. delivery date)
Coordinate outage schedules and change documentation
Provide clear shift turnover communication
Install customer orders including cabinet or cage setup, office setup, cross-connects and cable tests
Assist in supply management of enclosures, cage materials, tools, fasteners, and fiber/copper cabling
Troubleshoot issues related to the critical cabling infrastructure using test equipment
Ability to certify a circuit end to end with test equipment
Performing next steps of repair/replacement of issue at hand
Perform related services including, but not limited to, janitorial, inventory and internal department tasks
Assume the role of change & problem resolution owner and notification point for service requests
Engage next level support staff using established processes
Build circuits in online database network management tool, perform circuit audits and assist in special projects as required

0-2 years of experience in a technical role and/or in customer service for a technology company
Must be willing and able to work on-call rotation
Strong verbal and written communication skills
Good problem solving skills
Strong PC skills including word processing and basic spreadsheets
Ability to learn quickly and develop new product skills independently
Ability to manage multiple projects and shifting workloads in a fast-paced environment

Knowledge of reflectance, length and decibel loss within test equipment is a plus
Knowledge of Visio, AutoCad is a plus
Knowledge of ITIL framework and service level standards is a plus

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