Service Delivery Technician I

CyrusOne Management Services•Whitney, TX

7d•Onsite

About The Position

The Service Delivery Technician provides direct support to CyrusOne clients and serves as a central point of contact. The role responds to 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 needs. The position also handles shipping and receiving, internal transport of materials, supply management, ticket and email queues, basic troubleshooting of critical infrastructure, facility and departmental tasks, visitor escorts, equipment rack/unrack support, and tape rotation or exchange. The role may require adjusting hours to meet business needs, extended onsite hours during emergencies, and participation in an on-call rotation.

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 develop new product skills independently.
Ability to manage multiple projects and shifting workloads in a fast-paced environment.
Willingness to adjust hours as required by the business, including extended onsite hours during emergency situations 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 meet the physical requirements of the role, including lifting equipment and supplies up to 50 pounds and considerable walking, bending, and standing.

Nice To Haves

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

Responsibilities

Assemble, order, and prepare goods for shipment.
Record shipment data, including weight, charges, and space availability.
Load and unload trucks.
Receive and unpack materials and supplies.
Report damages and discrepancies for accounting, reimbursement, and record-keeping purposes.
Manage the internal transport of materials.
Complete shipping and receiving reports.
Monitor the email queue and log all 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 issues related to critical infrastructure using test equipment.
Perform related services, including janitorial, inventory, and internal department tasks.
Escort clients’ customers and visitors in CyrusOne facilities.
With assistance, rack and unrack equipment according to customer instructions.
Rotate or exchange tapes.
Answer and record calls, email requests, and monitoring-platform alerts; resolve client issues; take ownership of problems; open changes; and fulfill non-complex IT and facility requests.