Service Delivery Technician II

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 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

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.Welcome to the CyrusOne Career Portal! A great opportunity awaits you so don't delay, apply today!CyrusOne is proud to be recognized as a Top Work Place by USA Today. Celebrated for our company culture, CyrusOne stands out for its commitment to core values such as community, agility, respect, an enjoyable workplace, ethics, and exceptional service. This accolade reflects CyrusOne’s dedication to creating an engaging, respectful, and growth-oriented environment, underpinned by integrity, which not only enhances customer satisfaction but also contributes to the company’s overall success.CyrusOne is a leading global data center developer and operator specializing in delivering state-of-the-art digital infrastructure solutions. With more than 50 high-performance mission-critical facilities worldwide, the Company ensures the continued operation of digital infrastructure for nearly 1,000 customers, including approximately 200 Fortune 1000 companies.CyrusOne’s leading global platform of hybrid-cloud and multi-cloud deployments offers customers colocation, hyperscale, and build-to-suit environments, which help enhance the strategic connections of their essential data infrastructures and support the achievement of sustainability goals. CyrusOne data centers offer world-class flexibility, enabling clients to modernize, simplify, and rapidly respond to changing demands. Combining exceptional financial strength, a broad global footprint, and continued investment in key digital gateway markets, CyrusOne provides the world’s largest companies with long-term stability and strategic advantage at scale. For more information, please visit cyrusone.com (https://protect-us.mimecast.com/s/yRv0Cv2rY1irrOmMUQ2LCm?domain=cyrusone.com/) .