Service Delivery Technician II

Service Delivery Technician II

The Service Delivery Technician II provides direct support to and is a central point of contact for CyrusOne clients. The Service Delivery Technician II 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 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.

Certifications: None