Service Delivery Technician II

CyrusOne Management Services•Sterling, VA

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 and change requests; and fulfills incoming requests involving non-complex IT tasks and facility services. The technician performs Level 1 troubleshooting and response for Windows servers and other incidents, handles client requests as “Smart Hands and Feet,” and supports customer installations, including cabinets or cages, office setups, cross-connects, and cable testing. The role also troubleshoots critical cabling infrastructure, uses test equipment to certify circuits, manages supplies, builds and audits circuits in an online network management tool, and assists with special projects. The position requires attentive ticket and queue management, timely follow-up, appropriate escalation, clear client communication, change and problem management, outage coordination, and clear shift turnover. The technician may also perform related janitorial, inventory, and internal department tasks. Work may involve lifting equipment and supplies up to 50 pounds, as well as considerable walking, bending, and standing. The technician must be willing to adjust hours for business needs, work extended onsite hours during emergencies, and participate in an on-call rotation.

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.
Knowledge of reflectance, length, and decibel loss within test equipment.
Willingness to adjust hours as required by the business, including extended onsite hours during emergencies such as hurricanes.
Willingness to work on an on-call rotation.
3–5 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, including lifting equipment and supplies up to 50 pounds and considerable walking, bending, and standing.

Nice To Haves

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

Responsibilities

Respond to and open tickets for incoming calls, email, and alerts generated by monitoring platforms.
Monitor the email and ticket queues, log incoming email in the ticketing system, and follow up on open tickets within designated time frames.
Follow escalation procedures and use independent thinking to resolve Level 1 alerts; escalate issues when appropriate.
Act as “Smart Hands and Feet” for client requests.
Perform Level 1 response and initial troubleshooting for Windows servers and incidents reported by clients or monitoring platforms, including rebooting and hardware swaps.
Set up new customers.
Review and follow change and problem management processes.
Provide regular client updates on outstanding requests, manage client communications, and set appropriate expectations, including delivery dates.
Report process failures to the supervisor, such as a lack of updates.
Coordinate outage schedules and change documentation, and provide clear shift turnover communication.
Install customer orders, including cabinet or cage setup, office setup, cross-connects, and cable tests.
Assist with supply management for enclosures, cage materials, tools, fasteners, and fiber and copper cabling.
Troubleshoot critical cabling infrastructure using test equipment, certify circuits end to end, and perform the next steps for repair or replacement.
Perform related services, including janitorial, inventory, and internal department tasks.
Own change and problem resolution and act as the notification point for service requests.
Engage next-level support staff using established processes.
Build circuits in an online database network management tool, perform circuit audits, and assist with special projects as required.