Service Delivery Technician (Level 1-3)

CyrusOne • Whitney, TX

1d • Onsite

About The Position

We are building a pipeline of talented Service Delivery Technicians across all experience levels — from associates stepping into their first data center role to seasoned technicians ready to operate independently and own complex client relationships. As a Service Delivery Technician at CyrusOne, you are the face of our company to our clients. You will serve as a primary point of contact for service requests, technical support, and facility operations — ensuring every customer interaction reflects our commitment to excellence. You will manage tickets, provide smart hands and feet support, troubleshoot infrastructure issues, and help keep our data centers operating at peak performance every hour of every day. Whether you are just getting started or bringing years of hands-on experience, there is a place for you here — and a clear path forward.

Requirements

• 0–1 years of customer service experience in a technology company, or up to 2 years of technical experience in a customer-centric role (Level I)
• 3–5 years of customer service experience in a technology company, or 2+ years of technical experience in a customer-centric role (Level II)
• 5–7 years of customer service experience in a technology company, or 2+ years of technical experience in a customer-centric role (Level III)
• Genuine commitment to delivering the highest levels of customer service
• Positive, enthusiastic attitude and strong team-first mindset
• Clear verbal and written communication skills
• Strong problem-solving and independent decision-making ability
• Proficiency with Microsoft Word and Excel; ability to quickly learn new tools and platforms
• Ability to manage multiple priorities and shifting workloads in a fast-paced environment
• Willingness to work a flexible schedule, including on-call rotation and extended hours during emergencies
• Ability to lift up to 50 pounds, perform considerable walking, bending, and standing

Nice To Haves

• College degree preferred (Level I)
• Independently manages ticket queues, executes change and problem management processes, and certifies circuits end-to-end using test equipment (Level II)
• Knowledge of reflectance, decibel loss, ITIL framework, Visio, or AutoCAD a plus (Level II)
• Operates with minimal supervision to diagnose and resolve complex technical issues (Level III)
• Manages cable plant, supports infrastructure systems, and owns client communication and change resolution (Level III)
• Knowledge of building automation and control systems (Trane Tracer Summit, Square D Power Logic, Caterpillar/ISO Power Lynx) a plus (Level III)

Responsibilities

• Serve as a central point of contact for clients — respond to and log all incoming calls, emails, and monitoring platform alerts within the ticketing system
• Provide smart hands and feet support: rack/unrack equipment, install customer orders including cabinet and cage setup, cross-connects, and cable tests
• Monitor ticket queues and follow up on open requests within designated timeframes; maintain proper escalation procedures
• Perform Level 1 troubleshooting on Windows servers including reboots, hardware swaps, and new user setup
• Assist with supply management: enclosures, cage materials, cabling, tools, fasteners, locks and keys, and furniture
• Coordinate outage schedules, change documentation, and shift turnover communications
• Manage and set appropriate client expectations around delivery dates, outstanding requests, and open issues
• At senior levels: operate and maintain critical infrastructure including cable plant, power systems, HVAC, raised floor, fire suppression, automation, and security systems; work independently with minimal supervision to diagnose and resolve complex issues

Benefits

• Career growth — a defined progression from Associate through Lead Operator and beyond, with ongoing investment in your development
• Cutting-edge work — support AI, hyperscale, and cloud infrastructure for some of the world's most demanding customers
• Global scale — be part of a team operating across North America, EMEA, and APAC
• Award-winning culture — 2026 Top Workplaces USA National Award winner, recognized for our people-first environment
• Values-driven — everything we do is grounded in CARE: Commitment, Accountability, Respect, and Excellence

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED