Service Delivery Technician II

CyrusOne Management Services•Whitney, TX

About The Position

The Service Delivery Technician provides direct support to CyrusOne clients and serves as a central point of contact. The role responds to and records calls, email requests, and monitoring-platform alerts; resolves client issues; owns problems; opens changes; and fulfills non-complex IT and facility requests. It provides Level 1 support, including initial troubleshooting of Windows-server incidents for managed and non-managed clients, and acts as “Smart Hands and Feet” for client requests. The technician also supports customer installations, cabling and circuit testing, supply management, change and problem resolution, client communications, ticket follow-up, and shift handovers. The position may involve lifting equipment and supplies up to 50 pounds, as well as considerable walking, bending, and standing. U.S. citizenship may be required for government-contract or security-clearance reasons.

Requirements

High school diploma or GED equivalent.
Three to five years of customer service experience in a technology company and/or two years of technical experience in a customer-centric company.
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.
Knowledge of reflectance, length, and decibel loss within test equipment.
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-call rotation.
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

College degree; applicants with equivalent work-related experience may also be considered.
Knowledge of Visio.
Knowledge of AutoCAD.
Knowledge of the ITIL framework and service-level standards.

Responsibilities

Respond to and open tickets for incoming calls, emails, and alerts generated by monitoring platforms.
Monitor the email and ticket queues, log emails in the ticketing system, and follow up on open tickets within designated timeframes.
Follow escalation procedures, resolve Level 1 alerts using independent judgment, and engage next-level support through established processes.
Act as “Smart Hands and Feet” for client requests and perform Level 1 responses for Windows servers, including initial troubleshooting and hardware swaps or reboots.
Set up new customers and install customer orders, including cabinet or cage setup, office setup, cross-connects, and cable tests.
Maintain client communications, set expectations for outstanding requests and delivery dates, and provide regular feedback.
Coordinate outage schedules and change documentation; understand and follow change and problem management processes.
Provide clear shift-turnover communications and report process failures to the supervisor.
Assist with supply management for enclosures, cage materials, tools, fasteners, and fiber and copper cabling.
Troubleshoot critical cabling infrastructure with test equipment, certify circuits end to end, and perform the next steps in repairing or replacing the issue.
Perform related services, including janitorial, inventory, and internal department tasks.
Own change and problem resolution and serve as the notification point for service requests.
Build circuits in an online database network management tool, perform circuit audits, and assist with special projects.