The Service Delivery Technician provides direct support to and is a central point of contact for CyrusOne clients. The Service Delivery Technician answers and records calls, e-mail requests and alerts from monitoring platforms, resolves client issues, opens and takes ownership of problems and opens changes. The position also handles fulfilling the requests that are phoned or emailed in which consists of non-complex IT tasks and facility requests.

Essential Functions:

Respond to and open tickets for all incoming calls, e-mail and alerts generated from monitoring platform

Monitor e-mail queue and log all e-mails within the ticketing system
Monitor ticket queue and follow-up on open tickets within designated time frame
Maintain proper escalation procedures
- Evaluate
- Communicate
- Use independent thinking for resolution for level 1 alerts
- Escalate issues when appropriate
Act as “Smart Hands and Feet” for client requests
Perform Level 1 response on Windows servers for non-managed and managed clients
- Level 1 response consists of initial troubleshooting of incidents reported by the client or the monitoring platform:
  - Initial troubleshooting of incidents
  - Reboot
  - Hardware swap
  - Setting up new customers
Review and understand the change & problem management processes
Provide regular feedback to the client on outstanding requests
Manage client communications and set appropriate expectations (i.e. delivery date)
Install customer orders including cabinet or cage setup, office setup, cross-connects and cable tests.
Assist in supply management of enclosures, cage materials, tools, fasteners, and fiber/copper cabling.
Perform related services including, but not limited to, janitorial, inventory and internal department tasks.
Assume the role of change & problem resolution owner and notification point for service requests

Minimum Requirements:

Demonstrated desire to provide the highest levels of customer service
Cheerful and enthusiastic attitude
Strong verbal and written communication skills
Good problem solving, 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

Experience/Skills:

3-5 years customer service experience in a technology company and/or 2 years technical experience in a customer-centric company

Education:

Minimum education requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience

Work Environment and Physical Demands:

May involve lifting of equipment and supplies (up to 50 pounds).
Considerable walking, bending and standing.
Must be able to accomplish all physical requirements and activities applicable to the role.
Hours of this role are 7:00 am to 4:00 pm.

Certifications:

None

U.S. Citizenship may be required for this position pursuant to a government contract requirement and/or for security clearance reasons.

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.

Learn more about this Employer on their Career Site

Service Delivery Technician I