Service Delivery Technician I

CyrusOne Management Services•Carrollton, TX

5d•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; opens and owns problems; and opens changes. It also fulfills incoming requests involving non-complex IT tasks and facility services. The position handles shipping, receiving, internal transport, and supply management; monitors and updates email and ticket queues; troubleshoots critical-infrastructure issues using test equipment; and performs related facility and department tasks. The technician escorts clients’ customers and visitors in CyrusOne facilities, assists with equipment rack and unrack work, and rotates or exchanges tapes. The work may involve lifting equipment and supplies up to 50 pounds, as well as considerable walking, bending, and standing. The technician must be able to meet the physical requirements of the role. Hours may need to be adjusted to meet business needs, including extended onsite hours during emergencies such as hurricanes, and the position participates in an on-call rotation. U.S. citizenship may be required due to government contract or security-clearance requirements.

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 hurricanes.
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 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 alerts from monitoring platforms.
Resolve client issues, open and take ownership of problems, and open changes.
Fulfill incoming requests for non-complex IT tasks and facility services.
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.
Manage the 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 designated time frames.
Assist with supply management for enclosures, cage materials, shelves, power strips, locks and keys, tools, fasteners, cabling, furniture, and related items.
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 and exchange tapes.