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 alerts from monitoring platforms; resolves client issues; opens and owns problems; and opens changes. It also fulfills incoming phone and email requests involving non-complex IT tasks and facility requests. The position includes shipping and receiving, internal transport of materials, supply management, monitoring email and ticket queues, troubleshooting critical infrastructure with test equipment, and performing related facility and department services. The technician may escort clients and visitors, assist with equipment rack and unrack tasks, and rotate or exchange tapes. The role 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 and activities applicable to the role. Hours may need to be adjusted for business needs, including extended onsite hours during emergencies such as hurricanes, and the role 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 independently develop new product skills.
- Ability to manage multiple projects and shifting workloads in a fast-paced environment.
- At least 1 year 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 applicable physical requirements and activities, including lifting equipment and supplies up to 50 pounds and considerable walking, bending, and standing.
- Willingness to adjust hours as required by the business, including extended onsite hours during emergency situations.
- Willingness to work on an on-call rotation.
Nice To Haves
- Knowledge of a ticketing system.
- College degree.
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 phone and email requests involving non-complex IT tasks and facility requests.
- 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 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 designated time frames.
- 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 growth with a defined progression from Associate through Lead Operator and beyond, with ongoing investment in employee development.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
