Service Delivery Technician II

CyrusOne•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 client calls, email requests, and monitoring-platform alerts; records and manages tickets; resolves client issues; and takes ownership of problems and changes. It also fulfills non-complex IT and facility requests submitted by phone or email. The technician performs Level 1 troubleshooting for Windows servers and incidents reported by clients or monitoring platforms, including initial troubleshooting, reboots, and hardware swaps. The role also supports customer installations and data center infrastructure, including cabinet or cage setup, office setup, cross-connects, cable testing, circuit certification, and circuit database maintenance. It coordinates client communications, change and problem resolution, escalations, outage schedules, and shift handovers, and may assist with inventory, supplies, janitorial work, and internal department tasks. The position requires flexibility to adjust hours for business needs, including extended onsite hours during emergencies, and participation in an on-call rotation. U.S. citizenship may be required for government contract or security clearance reasons. The work may involve lifting up to 50 pounds, walking, bending, and standing. CyrusOne is an equal opportunity employer and provides reasonable accommodation for qualified individuals with disabilities.

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 emergency situations such as a hurricane.
Willingness to work on an on-call rotation.
Three to five years of customer service experience in a technology company and/or two years of technical experience in a customer-centric company.
High school diploma or GED equivalent.
Ability to meet the role’s physical requirements, 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 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, evaluate and communicate issues, resolve Level 1 alerts where appropriate, and engage next-level support staff using established processes.
Act as “Smart Hands and Feet” for client requests and perform Level 1 response for managed and non-managed client 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; assume ownership and act as the notification point for change and problem resolution on service requests.
Provide clients with regular updates on outstanding requests 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.
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 next steps to repair or replace the issue.
Perform related services, including janitorial, inventory, and internal department tasks.
Build circuits in the online database network management tool, perform circuit audits, and assist with special projects.