Service Delivery Technician III

CyrusOne Management Services•Sterling, VA

About The Position

The Service Delivery Technician provides direct support to CyrusOne clients and serves as a central point of contact. The role answers and records calls, email requests, and monitoring-platform alerts; resolves client issues; opens and owns problems; opens changes; and fulfills non-complex IT and facility requests received by phone or email. Under minimal supervision, the technician diagnoses and resolves technical issues in a customer-oriented team environment and provides smart-hands-and-feet support for client installations and existing services, along with administrative support such as data center access, file restoration, and direct server support. 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 manages client communications and expectations, coordinates outage schedules and change documentation, follows escalation and change/problem-management processes, and provides clear shift handover communications.

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.
Willingness to adjust hours as required by the business, including being onsite for extended hours during emergencies such as a hurricane.

Nice To Haves

College degree preferred; applicants with equivalent work-related experience will also be considered.
Knowledge of Visio and AutoCAD.
Knowledge of building automation, monitoring, and control systems, including Trane Tracer Summit, Square D Power Logic, and Caterpillar/ISO Power Lynx.
Cable plant management experience.

Responsibilities

Respond to incoming calls, emails, and monitoring-platform alerts and open tickets for them.
Monitor email and ticket queues, log requests, and follow up on open tickets within designated time frames.
Monitor alerts, perform independent Level 1 resolution when appropriate, and follow escalation procedures.
Provide smart-hands-and-feet support for client requests and perform Level 1 response on Windows servers for managed and non-managed clients.
Perform initial troubleshooting, including server reboots and hardware swaps, and set up new users.
Notify clients about alerts, outages, and maintenance; provide regular updates on outstanding requests and set appropriate delivery expectations.
Review and follow change and problem management processes; take ownership of change and problem resolution and act as a notification point for service requests.
Engage next-level support staff through established processes and report process failures to the supervisor.
Coordinate outage schedules and change documentation, 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, automation, and monitoring and control applications.
Provide facility-related services, including janitorial work, grounds maintenance, plumbing, fuel, phone-system maintenance and setup, and inventory.