Service Delivery Technician II

CyrusOne • Chandler, AZ

3d • Onsite

About The Position

The Service Delivery Technician provides direct support to and is a central point of contact for CyrusOne clients. The Service Delivery Technician answers and records calls, e-mail requests and alerts from monitoring platforms, resolves client issues, opens and takes ownership of problems and opens changes. The position also handles fulfilling the requests that are phoned or emailed in which consists of non-complex IT tasks and facility requests. We are seeking a Data Center Operations Technician (Level 2) to join our team. The successful candidate will be responsible for responding to alerts, performing Level 1 troubleshooting, supporting customer requests, and ensuring the reliability of data center operations. They will work closely with the Operations and Network teams to maintain uptime, accuracy, and exceptional customer service.

Requirements

• Strong customer service orientation with excellent verbal and written communication skills
• Ability to troubleshoot, problem-solve, and make decisions independently in a fast‑paced environment
• Strong PC skills and ability to learn new systems and tools quickly
• Must be able to travel up to 25%

Nice To Haves

• Knowledge of reflectance, decibel loss, and other fiber/copper test metrics
• Experience with Visio or AutoCAD
• Familiarity with ITIL framework and service‑level standards

Responsibilities

• Respond to all incoming calls, emails, and monitoring alerts; open and track tickets accordingly
• Monitor ticket and email queues, ensuring timely follow-up and proper escalation
• Perform Level 1 troubleshooting on Windows servers, hardware, and critical infrastructure incidents
• Act as “Smart Hands and Feet” for customer requests, including reboots, hardware swaps, and new customer setup
• Install customer orders including cabinet/cage builds, cross‑connects, office setups, and cable testing
• Troubleshoot and certify fiber/copper circuits using test equipment and perform necessary repairs or replacements

Benefits

• Comprehensive health, dental, and vision insurance; life and disability insurance; access to mental health resources and EAP
• Competitive pay, performance bonus, and 401(k) retirement plan with company match
• Generous paid time off and holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed