Service Delivery Technician III

CyrusOne Management Services•Aurora, IL

22h

About The Position

The Service Delivery Technician provides direct support to and is a central point of contact for CyrusOne clients. The Service Delivery Technician answers and records calls, e-mail requests and alerts from monitoring platforms, resolves client issues, opens and takes ownership of problems and opens changes. The position also handles fulfilling the requests that are phoned or emailed in which consists of non-complex IT tasks and facility requests. Essential Functions: Under minimal supervision, the Service Delivery Specialist diagnoses and resolves technical issues in a customer-oriented, team environment. He/she provides smart hands and feet support for the installation, support and architecture of new and existing clients and provides administrative support such as data center access, file restoration and direct server support. Respond to and open tickets for all incoming calls, e-mail and alerts generated from monitoring platform Monitor e-mail queue and log all e-mails within the ticketing system Monitor ticket queue and follow-up on open tickets within designated time frame Monitor alerts and maintain proper escalation procedures Evaluate Communicate Use independent thinking for resolution for level 1 alerts Escalate issues when appropriate Act as “Smart Hands and Feet” for client requests Perform Level 1 response on Windows servers for non-managed and managed clients Level 1 response consists of initial troubleshooting of incidents reported by the client or the monitoring platform: Reboot Hardware swap Notify clients of alerts & outages Send maintenance notifications to clients Review and understand the change & problem management processes Review and follow-up on outstanding requests Provide regular feedback to the client on outstanding requests Report process failures to the supervisor (i.e. lack of updates) Manage client communications and set appropriate expectations (i.e. delivery date) Coordinate outage schedules and change documentation Provide clear shift turnover communication Operate and maintain infrastructure systems including, but not limited to, cable plant and fiber entrance, power systems, HVAC, raised floor systems, automation and control systems, fire detection and suppression systems and security systems. Install customer orders including cabinet or cage setup, office setup, cross-connects and cable tests. Assist in supply management of enclosures, cage materials, shelves, power strips, locks & keys, tools, fasteners, cabling, furniture, etc. Troubleshoot issues related to the critical infrastructure using test equipment, observation and automation, monitoring and control applications Perform facility-related services including, but not limited to, janitorial, grounds maintenance, plumbing, fuel, phone system maintenance and set-up and inventory. Provide level 1 response consisting of: Initial troubleshooting of incidents reported by the client or the monitoring platform Reboots Hardware swaps Setting up new users Assume the role of change & problem resolution owner and notification point for service requests Engage next level support staff using established processes Provide regular feedback to the client on outstanding requests

Requirements

Demonstrated desire to provide the highest levels of customer service
Cheerful and enthusiastic attitude
Strong verbal and written communication skills
Good problem solving, 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
Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane.
5-7 years customer service experience in a technology company and/or 2 years technical experience in a customer-centric company.
Minimum education requirement of High-School diploma or GED equivalent.

Nice To Haves

Knowledge of Visio, AutoCad a plus
Knowledge of building automation, monitoring and control systems including Trane Tracer Summit, Square D Power Logic and Caterpillar/ISO Power Lynx a plus
Cable plant management experience
College degree preferred but will consider applicants with equivalent work-related experience.

Responsibilities

Respond to and open tickets for all incoming calls, e-mail and alerts generated from monitoring platform
Monitor e-mail queue and log all e-mails within the ticketing system
Monitor ticket queue and follow-up on open tickets within designated time frame
Monitor alerts and maintain proper escalation procedures
Evaluate Communicate Use independent thinking for resolution for level 1 alerts
Escalate issues when appropriate
Act as “Smart Hands and Feet” for client requests
Perform Level 1 response on Windows servers for non-managed and managed clients
Level 1 response consists of initial troubleshooting of incidents reported by the client or the monitoring platform: Reboot Hardware swap Notify clients of alerts & outages Send maintenance notifications to clients
Review and understand the change & problem management processes
Review and follow-up on outstanding requests
Provide regular feedback to the client on outstanding requests
Report process failures to the supervisor (i.e. lack of updates)
Manage client communications and set appropriate expectations (i.e. delivery date)
Coordinate outage schedules and change documentation
Provide clear shift turnover communication
Operate and maintain infrastructure systems including, but not limited to, cable plant and fiber entrance, power systems, HVAC, raised floor systems, automation and control systems, fire detection and suppression systems and security systems.
Install customer orders including cabinet or cage setup, office setup, cross-connects and cable tests.
Assist in supply management of enclosures, cage materials, shelves, power strips, locks & keys, tools, fasteners, cabling, furniture, etc.
Troubleshoot issues related to the critical infrastructure using test equipment, observation and automation, monitoring and control applications
Perform facility-related services including, but not limited to, janitorial, grounds maintenance, plumbing, fuel, phone system maintenance and set-up and inventory.
Provide level 1 response consisting of: Initial troubleshooting of incidents reported by the client or the monitoring platform Reboots Hardware swaps Setting up new users
Assume the role of change & problem resolution owner and notification point for service requests
Engage next level support staff using established processes
Provide regular feedback to the client on outstanding requests