Service Delivery Technician I
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 change requests; and fulfills incoming requests involving non-complex IT tasks and facility services. The position also supports shipping and receiving, internal transport and supply management, ticket-queue monitoring, basic troubleshooting of critical infrastructure using test equipment, facility services, client escorts, equipment rack/unrack assistance, and tape rotation or exchange. The role 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 extended onsite hours during emergencies such as a hurricane.
- Willingness to work on an on-call rotation.
- Experience of 0–1 years in customer service at a technology company and/or 2 years of technical experience in a customer-centric company.
- Minimum education of a high-school diploma or GED equivalent.
- 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 change requests.
- Fulfill phoned or emailed 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.
- Report damages and discrepancies for accounting, reimbursement, and record-keeping.
- Manage 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 timeframe.
- 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 and exchange tapes.
Benefits
- Career progression from Associate through Lead Operator and beyond, with ongoing investment in employee development.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
