Service Delivery Technician III

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 receives and records calls, emails, and monitoring-platform alerts; resolves client issues; owns problems and requests; opens changes; and fulfills non-complex IT and facility requests. Under minimal supervision, the technician diagnoses and resolves technical issues in a customer-oriented team environment, provides smart-hands-and-feet support for client installations and existing services, and handles administrative support such as data center access, file restoration, and direct server support. The position also operates and maintains data center infrastructure and systems, installs customer orders, assists with supply management, troubleshoots critical-infrastructure issues, and provides facility-related services. The technician coordinates client communications, change and problem management, escalations, and shift handovers. The role may require adjusting hours and being onsite for extended hours during emergencies.

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.
Cable plant management experience.
Willingness to adjust hours as required by the business, including onsite extended hours during emergency situations such as a hurricane.
U.S. citizenship may be required for this position due to a government contract requirement and/or security clearance reasons.
5–7 years of customer service experience in a technology company and/or 2 years of technical experience in a customer-centric company.
Minimum education requirement of a high-school diploma or GED equivalent.

Nice To Haves

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.
College degree preferred; applicants with equivalent work-related experience will also be considered.

Responsibilities

Respond to and open tickets for incoming calls, emails, and monitoring-platform alerts.
Monitor the email and ticket queues, record requests in the ticketing system, and follow up on open tickets within designated time frames.
Monitor alerts, follow escalation procedures, independently resolve Level 1 alerts when appropriate, and engage next-level support through established processes.
Provide smart-hands-and-feet support for client requests, including Level 1 response on Windows servers for managed and non-managed clients.
Perform initial troubleshooting, reboots, hardware swaps, and other Level 1 responses to client- or monitoring-reported incidents.
Notify clients of alerts and outages and send maintenance notifications.
Follow change and problem management processes; own change and problem resolution and serve as a notification point for service requests.
Provide regular feedback to clients on outstanding requests, manage expectations, coordinate outage schedules, and maintain change documentation.
Report process failures to the supervisor and provide clear shift-turnover communication.
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 tests.
Assist with supply management for enclosures, cage materials, shelves, power strips, locks and keys, tools, fasteners, cabling, and furniture.
Troubleshoot critical-infrastructure issues using test equipment, observation, and automation, monitoring, and control applications.
Perform facility-related services such as janitorial work, grounds maintenance, plumbing, fuel services, phone-system maintenance and setup, and inventory.
Perform Level 1 tasks such as setting up new users.