Service Delivery Technician I

About the role

The Service Delivery Technician provides direct support to and is a central point of contact for CyrusOne clients. The role involves answering and recording calls, email requests, and alerts from monitoring platforms, resolving client issues, and taking ownership of problems and changes. The position also handles fulfilling non-complex IT tasks and facility requests.

Responsibilities

• Respond to and open tickets for all incoming calls, email, and alerts generated from monitoring platforms.
• Monitor email and ticket queues, logging all communications within the ticketing system and following up on open tickets within designated time frames.
• Maintain proper escalation procedures and use independent thinking for resolution of Level 1 alerts.
• Escalate issues when appropriate and act as “Smart Hands and Feet” for client requests.
• Perform Level 1 response on Windows servers for non-managed and managed clients, including initial troubleshooting, reboots, and hardware swaps.
• Set up new customers, review and understand change and problem management processes, and provide regular feedback to clients on outstanding requests.
• Manage client communications and set appropriate expectations (e.g., delivery dates).
• 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 janitorial tasks, inventory, and internal department tasks.
• Assume the role of change and problem resolution owner and notification point for service requests.

Requirements

• Demonstrated desire to provide the highest levels of customer service.
• Cheerful and enthusiastic attitude with 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.
• Minimum education requirement of a high-school diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience.

Experience

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

Work Environment and Physical Demands

• May involve lifting 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.

Schedule

Hours for this role are 7:00 am to 4:00 pm.

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