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, emails, and monitoring-platform alerts; resolves client issues; opens and owns problems and changes; and fulfills incoming requests involving non-complex IT tasks and facility services. The technician also provides Level 1 troubleshooting for Windows servers, performs customer installations and cabling work, manages client communications and ticket follow-up, and coordinates with other support staff. The role may require U.S. citizenship for government-contract or security-clearance reasons. Work may involve lifting equipment and supplies weighing up to 50 pounds, as well as considerable walking, bending, and standing. The technician must be able to meet the physical requirements of the role and adjust hours as business needs require, including extended onsite hours during emergencies and participation in an on-call rotation.

Requirements

High school diploma or GED equivalent.
3–5 years of customer service experience in a technology company and/or 2 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 extended onsite hours during emergency situations such as hurricanes.
Willingness to work on an on-call rotation.
Ability to meet the role’s physical requirements, including lifting up to 50 pounds and considerable walking, bending, and standing.

Nice To Haves

College degree, though applicants with equivalent work-related experience will 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 monitoring-platform alerts.
Monitor email and ticket queues, log requests, and follow up on open tickets within designated time frames.
Follow escalation procedures, independently resolve Level 1 alerts, and escalate issues when appropriate.
Act as “Smart Hands and Feet” for client requests.
Perform Level 1 response and initial troubleshooting for Windows server incidents for managed and non-managed clients, including reboots and hardware swaps.
Set up new customers and install customer orders, including cabinet or cage setup, office setup, cross-connects, and cable tests.
Review and follow change and problem management processes; own change and problem resolution and serve as a notification point for service requests.
Communicate regularly with clients about outstanding requests, set expectations such as delivery dates, coordinate outage schedules and change documentation, and provide clear shift-turnover communication.
Report process failures to the supervisor and engage next-level support staff using established processes.
Assist with supply management of enclosures, cage materials, tools, fasteners, and fiber and copper cabling.
Troubleshoot critical cabling infrastructure using test equipment, certify circuits end to end, and carry out the next steps for repair or replacement.
Perform related services, including janitorial, inventory, and internal department tasks.
Build circuits in an online database network management tool, perform circuit audits, and assist with special projects.