Service Delivery Technician II

CyrusOne•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 calls, email requests, and monitoring-platform alerts; records and manages tickets; resolves client issues; owns problems and changes; and fulfills non-complex IT and facility requests. The technician provides Level 1 troubleshooting for Windows servers and related incidents, including reboots and hardware swaps, and acts as “Smart Hands and Feet” for client requests. The position also supports customer installations and data-center infrastructure, including cabinet or cage setup, office setup, cross-connects, cable testing, circuit certification, and troubleshooting critical cabling infrastructure. The technician manages client communications and expectations, coordinates outages and change documentation, maintains shift handovers, engages next-level support, and performs related services such as inventory and internal department tasks. U.S. citizenship may be required for government-contract or security-clearance reasons.

Requirements

Demonstrated desire to provide high 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 business requires, including extended onsite hours during emergencies such as hurricanes.
Willingness to work 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.

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 will also be considered.

Responsibilities

Respond to and open tickets for incoming calls, email, and monitoring-platform alerts.
Monitor the 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.
Provide Level 1 response for Windows servers, including initial troubleshooting, reboots, and hardware swaps.
Act as “Smart Hands and Feet” for client requests and fulfill non-complex IT and facility requests.
Set up new customers.
Review and follow change and problem management processes; take ownership of change and problem resolution and serve as a notification point for service requests.
Provide clients with regular updates on outstanding requests and communicate appropriate expectations, including delivery dates.
Report process failures, such as a lack of updates, to the supervisor.
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 of enclosures, cage materials, tools, fasteners, and fiber and copper cabling.
Troubleshoot critical cabling infrastructure using test equipment and certify circuits end to end.
Perform the next steps to repair or replace identified issues.
Perform related services, including janitorial, inventory, and internal department tasks.
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.