Service Delivery Technician II

About the role

The Service Delivery Technician provides direct support to and is a central point of contact for CyrusOne clients. This position answers and records calls, email requests, and alerts from monitoring platforms, resolves client issues, opens and takes ownership of problems, and opens changes. The role 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 queue and log all emails within the ticketing system.
• Monitor ticket queue and follow up on open tickets within designated time frames.
• Maintain proper escalation procedures.
• Use independent thinking for resolution of Level 1 alerts and 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, including initial troubleshooting, reboot, and hardware swap.
• Set up new customers and review and understand change and problem management processes.
• Provide regular feedback to clients on outstanding requests and report process failures to the supervisor.
• Manage client communications and set appropriate expectations (e.g., delivery dates).
• Coordinate outage schedules and change documentation.
• Provide clear shift turnover communication.
• 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.
• Troubleshoot issues related to critical cabling infrastructure using test equipment and certify circuits end-to-end.
• Perform repair/replacement of issues at hand.
• Perform related services, including janitorial, inventory, and internal department tasks.
• Assume the role of change and problem resolution owner and notification point for service requests.
• Engage next-level support staff using established processes.
• Build circuits in an online database network management tool, perform circuit audits, and assist in special projects as required.

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.
• Knowledge of reflectance, length, and decibel loss within test equipment.
• Knowledge of Visio and AutoCad is a plus.
• Knowledge of ITIL framework and service level standards is a plus.
• Willingness to adjust hours as required by the business, including being onsite for extended hours during emergencies (e.g., hurricanes).
• Willingness to work on-call rotation.

Qualifications

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