Service Delivery Technician I

CyrusOne Management Services • Allen, TX

8d • Onsite

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; opens and owns problems; and opens change requests. It also fulfills requests received by phone or email, including non-complex IT tasks and facility requests.

The position performs shipping, receiving, inventory, and internal materials-transport duties; monitors email and ticket queues and follows up on open tickets; assists with supplies and facility-related tasks; troubleshoots critical-infrastructure issues using test equipment; escorts clients and visitors; assists with equipment rack and unrack work; 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 develop new product skills independently.
• Ability to manage multiple projects and shifting workloads in a fast-paced environment.
• 0–1 years of customer service experience in a technology company and/or 2 years of technical experience in a customer-centric company.
• Minimum education requirement of a high-school diploma or GED equivalent.
• Willingness to adjust hours as required by the business, including being onsite for extended hours during emergency situations such as a hurricane.
• Willingness to work on-call rotation.
• Ability to meet the physical requirements and activities applicable to 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

• Answer and record client calls, email requests, and monitoring-platform alerts.
• Resolve client issues, open and take ownership of problems, and open changes.
• Fulfill phone- and email-based requests involving non-complex IT tasks and facility requests.
• 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; and report damages and discrepancies for accounting, reimbursement, and record-keeping.
• Manage internal transport of materials and 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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED