Service Delivery Technician III

CyrusOne Management Services•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 answers and records calls, email requests, and monitoring-platform alerts; resolves client issues; owns problems; 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 and provides smart-hands-and-feet support for client installations and ongoing support, as well as administrative services such as data center access, file restoration, and direct server support. The position 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 outages and change documentation, follows established escalation processes, and provides clear shift-turnover communication. The job may require adjusting hours and being onsite for extended periods during emergencies, such as hurricanes. U.S. citizenship may be required for government-contract or security-clearance reasons.

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 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 hurricanes.
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.
U.S. citizenship may be required for a government-contract requirement and/or security-clearance reasons.

Nice To Haves

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

Responsibilities

Respond to and open tickets for incoming calls, emails, and monitoring-platform alerts.
Monitor the email and ticket queues, log requests, and follow up on open tickets and outstanding requests within designated time frames.
Monitor alerts, follow escalation procedures, independently resolve Level 1 alerts where appropriate, and engage next-level support through established processes.
Provide smart-hands-and-feet support for client requests and Level 1 support for Windows servers, including initial troubleshooting, reboots, and hardware swaps.
Set up new users and provide administrative support such as data center access, file restoration, and direct server support.
Notify clients of alerts and outages, send maintenance notifications, provide updates on outstanding requests, and set appropriate expectations for delivery dates.
Own change and problem resolution and serve as a notification point for service requests; review and follow change and problem management processes.
Coordinate outage schedules and change documentation, and provide clear shift-turnover communications.
Report process failures to the supervisor, including failures to provide updates.
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 of 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, including janitorial work, grounds maintenance, plumbing, fuel, phone-system maintenance and setup, and inventory.