Service Delivery Technician II
CyrusOne, Sterling, VA, United States
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
OTDR experience
Large understanding of Data Center operations
Fully versed within customer deployments
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 every 8 weeks
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.
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.
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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
OTDR experience
Large understanding of Data Center operations
Fully versed within customer deployments
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 every 8 weeks
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.
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.
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