Service Delivery Technician III

About the role

The Service Delivery Technician provides direct support to and is a central point of contact for CyrusOne clients. The position involves answering and recording calls, e-mail requests and alerts from monitoring platforms, resolving client issues, opening and taking ownership of problems, and handling facility requests.

Responsibilities

• Diagnose and resolve technical issues in a customer-oriented, team environment
• Provide smart hands and feet support for the installation, support, and architecture of new and existing clients
• Handle incoming calls, emails, and alerts from monitoring platforms
• Monitor e-mail queue and log all e-mails within the ticketing system
• Follow-up on open tickets within designated time frame
• Maintain proper escalation procedures for alerts
• Evaluate, communicate, and use independent thinking for resolution of 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
• Install customer orders including cabinet or cage setup, office setup, cross-connects, and cable tests
• Assist in supply management of enclosures, cage materials, shelves, power strips, locks & keys, tools, fasteners, cabling, furniture, etc.
• Troubleshoot issues related to the critical infrastructure using test equipment, observation, and automation, monitoring, and control applications
• Provide level 1 response consisting of: initial troubleshooting of incidents reported by the client or the monitoring platform, reboots, hardware swaps, setting up new users, assuming the role of change & problem resolution owner and notification point for service requests, engaging next level support staff using established processes, providing regular feedback to the client on outstanding requests
• Manage client communications and set appropriate expectations (i.e. delivery date)
• Coordinate outage schedules and change documentation
• Provide clear shift turnover communication
• Operate and maintain infrastructure systems including, but not limited to, cable plant and fiber entrance, power systems, HVAC, raised floor systems, automation and control systems, fire detection and suppression systems, and security systems
• Perform facility-related services including, but not limited to, janitorial, grounds maintenance, plumbing, fuel, phone system maintenance, and set-up, and inventory

Requirements

• Demonstrated desire to provide the highest levels of customer service
• 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
• Knowledge of Visio, AutoCad (a plus)
• Knowledge of building automation, monitoring and control systems including Trane Tracer Summit, Square D Power Logic, and Caterpillar/ISO Power Lynx (a plus)
• Cable plant management experience
• Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane

Qualifications

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

Skills

• Knowledge of building automation, monitoring and control systems including Trane Tracer Summit, Square D Power Logic, and Caterpillar/ISO Power Lynx (a plus)
• Cable plant management experience

Benefits

Hourly Rate: $35-$43/hr
15% shift differential on any hours worked between 6:00PM-6:00AM

Pay

$35-$43/hr

Schedule

Shifts may vary based on business needs.