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 includes shipping, receiving, and internal transport of materials; monitoring email and ticket queues; following up on open tickets; assisting with supply management; troubleshooting critical-infrastructure issues using test equipment; and performing related janitorial, inventory, and internal department tasks. The technician escorts clients’ customers and visitors in CyrusOne facilities, assists with racking and unracking equipment according to customer instructions, and rotates or exchanges tapes.
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 emergencies such as a hurricane.
- Willingness to work on an on-call rotation.
- Minimum education requirement 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.
- 0–1 years of customer service experience in a technology company and/or 2 years of technical experience in a customer-centric company.
Nice To Haves
- Knowledge of a ticketing system.
- College degree.
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 with supply management of enclosures, cage materials, shelves, power strips, locks and keys, tools, fasteners, cabling, furniture, and related items.
- 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 client calls, email requests, and monitoring-platform alerts; 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
