Service Delivery Technician II

CyrusOne Management Services•Ashburn, 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; takes ownership of problems; opens changes; and fulfills incoming requests involving non-complex IT tasks and facility needs. The technician provides Level 1 response for Windows servers and client-reported or monitoring-platform incidents, including initial troubleshooting, reboots, and hardware swaps. The role also supports customer installations, cabling and circuit work, service requests, change and problem resolution, and related operational tasks. The technician manages client communications and expectations, follows escalation and ticketing processes, and provides clear shift handovers. The position may involve lifting equipment and supplies weighing up to 50 pounds, as well as considerable walking, bending, and standing. U.S. citizenship may be required to meet government contract or security clearance requirements.

Requirements

Minimum 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 business needs require, including extended onsite hours during emergencies such as hurricanes.
Willingness to work on an on-call rotation.
Ability to meet the physical requirements of the role, including lifting up to 50 pounds and considerable walking, bending, and standing.

Nice To Haves

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

Responsibilities

Respond to incoming calls, emails, and monitoring-platform alerts; open and record tickets in the ticketing system.
Monitor email and ticket queues and follow up on open tickets within designated time frames.
Follow escalation procedures, resolve Level 1 alerts independently where appropriate, and engage next-level support when needed.
Act as “Smart Hands and Feet” for client requests and perform Level 1 response for Windows servers, including initial troubleshooting, 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.
Provide regular client updates, set appropriate expectations, coordinate outage schedules, and prepare change documentation.
Report process failures to the supervisor and provide clear shift-turnover communications.
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 appropriate repair or replacement steps.
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.