Service Delivery Technician II

Service Delivery Technician

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.

Responsibilities:

• 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.

Qualifications:

• 3+ years customer service experience in a technology company and/or 2 years technical experience in a customer-centric company
• 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
• Requirement to work on call rotation in support of Customer SLA's.

Education/Certifications:

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

Work Environment:

• Work Schedule: Flexibility to work an 8 hour shift Monday - Friday between the hours of 6:00AM-6:00PM in our Carrollton, TX data center, with on-call responsibilities for emergencies and critical issues. Shifts can vary and include nights, weekends, and holidays to ensure 24/7 coverage
• Up to 25% local travel and up 10% travel to other sites.
• Physical Demands: The position involves significant physical activity, including standing for extended periods, lifting up to 50 pounds, and frequent bending and climbing ladders

Benefits:

• Comprehensive health, dental, and vision insurance plans, life and disability insurance, access to mental health resources and employee assistance program
• Competitive pay, performance bonus, 401(k) retirement plan with company match
• Generous paid time off and holidays, parental leave

CyrusOne 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.