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; opens and owns problems; and opens changes. It also fulfills phone and email requests involving non-complex IT tasks and facility requests. The position supports shipping, receiving, and internal materials transport; monitors email and ticket queues; assists with supply management; troubleshoots critical-infrastructure issues using test equipment; and performs related facility and department tasks. Other duties include escorting clients and visitors, assisting with equipment rack and unrack work, and rotating or exchanging tapes. The role may require U.S. citizenship for government-contract or security-clearance reasons. CyrusOne is an equal opportunity employer and provides reasonable accommodations to qualified individuals with disabilities.
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 independently develop new product skills.
- Ability to manage multiple projects and shifting workloads in a fast-paced environment.
- Willingness to adjust hours as business requires, including being onsite for extended hours during emergencies such as hurricanes.
- Willingness to participate in 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 and activities applicable to the role.
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 in managing supplies such as 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.
- Assist with racking and unracking equipment according to customer instructions.
- Rotate and exchange tapes.
- Answer and record calls, email requests, and monitoring-platform alerts; resolve client issues; open and own problems; and open changes.
- Fulfill phone and email requests involving non-complex IT tasks and facility requests.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
