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:
Under minimal supervision, the Service Delivery Specialist diagnoses and resolves technical issues in a customer-oriented, team environment. He/she provides smart hands and feet support for the installation, support and architecture of new and existing clients and provides administrative support such as data center access, file restoration and direct server support.
- 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
- Monitor alerts and 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:
- Notify clients of alerts & outages
- Send maintenance notifications to clients
- Review and understand the change & problem management processes
- Review and follow-up on outstanding requests
- 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
- Operate and maintain infrastructure systems including, but not limited to, cable plant and fiber entrance, power systems, HVAC, raised floor systems, automation and control systems, fire detection and suppression systems and security systems.
- Install customer orders including cabinet or cage setup, office setup, cross-connects and cable tests.
- Assist in supply management of enclosures, cage materials, shelves, power strips, locks & keys, tools, fasteners, cabling, furniture, etc.
- Troubleshoot issues related to the critical infrastructure using test equipment, observation and automation, monitoring and control applications
- Perform facility-related services including, but not limited to, janitorial, grounds maintenance, plumbing, fuel, phone system maintenance and set-up and inventory.
- Provide level 1 response consisting of:
- Initial troubleshooting of incidents reported by the client or the monitoring platform
- Reboots
- Hardware swaps
- Setting up new users
- Assume the role of change & problem resolution owner and notification point for service requests
- Engage next level support staff using established processes
- Provide regular feedback to the client on outstanding requests
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 Visio, AutoCad a plus
- Knowledge of building automation, monitoring and control systems including Trane Tracer Summit, Square D Power Logic and Caterpillar/ISO Power Lynx a plus
- Cable plant management experience
- Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane.
Experience/Skills: 5-7 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.
Certifications: None
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. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.
