Service Delivery Technician I

CyrusOne Management Services•Aurora, IL

About The Position

The Service Delivery Technician provides direct support to CyrusOne clients and serves as a central point of contact. The role answers and records calls, email requests, and monitoring-platform alerts; resolves client issues; takes ownership of problems; opens changes; and fulfills incoming requests involving non-complex IT tasks and facility services. The position also handles shipping, receiving, and internal transport of materials, monitors and manages email and ticket queues, assists with supply management, troubleshoots critical-infrastructure issues using test equipment, and performs related services such as janitorial, inventory, and internal department tasks. The technician escorts clients’ customers and visitors in CyrusOne facilities, assists with racking and unracking equipment according to customer instructions, and rotates or exchanges tapes.

Requirements

Demonstrated desire to provide the highest levels of customer service.
Cheerful and enthusiastic attitude.
Strong verbal and written communication skills.
Good problem-solving and decision-making skills.
Strong PC skills, including word processing and spreadsheets.
Ability to learn quickly and independently develop new product skills.
Ability to manage multiple projects and shifting workloads in a fast-paced environment.
Willingness to adjust hours as required by the business, including being onsite for extended hours during emergencies such as a hurricane.
Willingness to work on an on-call rotation.
0–1 years of customer service experience in a technology company and/or 2 years of technical experience in a customer-centric company.
High-school diploma or GED equivalent.
Ability to lift equipment and supplies up to 50 pounds and to perform the physical activities required, including considerable walking, bending, and standing.

Nice To Haves

Knowledge of a ticketing system.
College degree preferred; applicants with equivalent work-related experience will be considered.

Responsibilities

Answer and record client calls, email requests, and alerts from monitoring platforms; resolve issues, take ownership of problems, open changes, and fulfill non-complex IT and facility requests.
Assemble, order, and prepare goods for shipment; record shipment data, including weight, charges, and space availability; and load and unload trucks.
Receive and unpack materials and supplies, report damage and discrepancies, manage internal transport of materials, and complete shipping and receiving reports.
Monitor the email queue and log emails in the ticketing system.
Monitor the ticket queue and follow up on open tickets within the designated time frame.
Assist with supply management of enclosures, cage materials, shelves, power strips, locks and keys, tools, fasteners, cabling, and furniture.
Troubleshoot critical-infrastructure issues using test equipment.
Perform related services, including janitorial, inventory, and internal department tasks.
Escort clients’ customers and visitors in CyrusOne facilities.
Assist with racking and unracking equipment according to customer instructions.
Rotate or exchange tapes.