Service Delivery Technician I

CyrusOne Management Services • Sterling, VA

5d

About The Position

The Service Delivery Technician provides direct support to CyrusOne clients and serves as a central point of contact. The technician answers and records calls, email requests, and monitoring-platform alerts; resolves client issues; takes ownership of problems; opens changes; and fulfills requests involving non-complex IT tasks and facility services.

The role also supports shipping, receiving, inventory, supply management, internal transport, and basic technical troubleshooting. It includes monitoring and updating email and ticket queues, escorting clients and visitors in CyrusOne facilities, assisting with equipment rack and unrack activities, and rotating or exchanging tapes. The position may require 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 being onsite for extended 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 lift equipment and supplies weighing up to 50 pounds and to perform the physical requirements and activities applicable to the role.

Nice To Haves

• Knowledge of a ticketing system.
• College degree.

Responsibilities

• Answer and record calls, email requests, and alerts from monitoring platforms.
• Resolve client issues, open and take ownership of problems, and open changes.
• Fulfill requests for non-complex IT tasks and facility services.
• Assemble orders 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 emails in the ticketing system.
• Monitor the ticket queue and follow up on open tickets within the designated time frame.
• Assist with supply management for 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 and exchange tapes.

Benefits

• Career growth through a defined progression from Associate through Lead Operator and beyond, with ongoing investment in development.

What This Job Offers

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