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

　　Report process failures to the supervisor (i.e. lack of updates)

　　Manage client communications and set appropriate expectations (i.e. delivery date)

　　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 the critical cabling infrastructure using test equipment.

　　Ability to certify a circuit end to end with test equipment

　　Performing next steps of repair/replacement of issue at hand

　　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

　　Engage next level support staff using established processes

　　Build circuits in online database network management tool, perform circuit audits and assist in special projects as required.

　　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

　　Knowledge of reflectance, length and decibel loss within test equipment

　　Knowledge of Visio, AutoCad a plus

　　Knowledge of ITIL framework and service level standards a plus

　　Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane

　　Willingness to work on call rotation

　　Experience/Skills:

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

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

　　Certifications:

　　NoneCyrusOne 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. If you need to request an accommodation, please contact our Human Resources at 214.488.1365 (Option 7) or by email at [email protected] .

　　CyrusOne’s data center offerings provide the flexibility, reliability, and security that enterprise customers require and are delivered through a tailored, customer service-focused platform designed to foster long-term relationships. CyrusOne’s National IX platform provides robust connectivity options to drive revenue, reduce expenses, and improve service quality for enterprises, content, and telecommunications companies. CyrusOne is committed to full transparency in communication, management, and service delivery throughout its more than 30 data centers worldwide.

　　The company provides mission-critical data center facilities that protect and ensure the continued operation of IT infrastructure for hundreds of customers, including many of the Fortune 20 the Fortune 1000 lists of enterprise companies.