Service Delivery Technician III

CyrusOne•Sterling, VA

About The Position

The Service Delivery Technician provides direct support to CyrusOne clients and serves as a central point of contact for client requests and issues. The role responds to and records calls, emails, and monitoring-platform alerts; resolves client issues; owns problems and requests; and opens changes. It also fulfills non-complex IT and facility requests. Under minimal supervision, the technician diagnoses and resolves technical issues in a customer-oriented team environment. The position provides smart-hands-and-feet assistance for client installations and support, administrative services such as data center access and file restoration, and direct server support. It performs initial Level 1 troubleshooting for Windows servers and monitoring alerts, coordinates escalations and client notifications, and maintains clear communications and shift handovers. The role also operates and maintains data center infrastructure, installs customer orders, assists with supplies, troubleshoots critical infrastructure, and performs facility-related services. The technician may need to adjust working hours and be onsite for extended periods during emergencies such as hurricanes.

Requirements

5–7 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.
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.
Cable plant management experience.
Willingness to adjust hours as required by the business, including being onsite for extended hours during emergency situations such as hurricanes.

Nice To Haves

College degree.
Knowledge of Visio or AutoCAD.
Knowledge of building automation, monitoring, and control systems, including Trane Tracer Summit, Square D Power Logic, and Caterpillar/ISO Power Lynx.

Responsibilities

Respond to and open tickets for incoming calls, emails, and monitoring-platform alerts.
Monitor email and ticket queues, log requests, follow up on open tickets, and maintain appropriate escalation procedures.
Evaluate and resolve Level 1 alerts using independent judgment, escalating issues when appropriate.
Act as smart hands and feet for client requests, including initial Level 1 troubleshooting and support for Windows servers.
Perform reboots and hardware swaps, set up new users, notify clients about alerts and outages, and send maintenance notifications.
Follow change and problem management processes; own service requests and coordinate notifications and next-level support.
Provide clients with regular updates on outstanding requests and set appropriate expectations, including delivery dates.
Report process failures to the supervisor and provide clear shift-turnover communications.
Coordinate outage schedules and change documentation.
Operate and maintain infrastructure systems, including 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 testing.
Assist with supply management for enclosures, cage materials, shelves, power strips, locks and keys, tools, fasteners, cabling, and furniture.
Troubleshoot critical infrastructure using test equipment, observation, automation, and monitoring and control applications.
Perform facility-related services such as janitorial work, grounds maintenance, plumbing, fuel services, and phone-system maintenance, setup, and inventory.