Global Service Desk; GSD Technician ; Part Time

Global Service Desk Overview

The Global Service Desk (GSD) Technician is responsible for responding to customer inquiries received through phone, email, chat, and ticketing systems within defined time frames. The role involves initial troubleshooting, use of proper communication and escalation procedures, and monitoring of system alarms to ensure service availability and customer satisfaction.

• Provide exceptional customer service to all customers, ensuring a memorable customer experience.
• Serve as the initial point of contact for all customer inquiries (phone, email, chat).
• Verify contacts against a database to ensure authorization before opening tickets.
• Acknowledge all incoming email and web ticket inquiries within 15 minutes.
• Answer all phone calls within 10 seconds or less.
• Adhere to customer-specific procedures, Service Level Agreements (SLA), and team KPIs.
• Monitor all alarm conditions and follow escalation policies and severity-level procedures.
• Complete shift turnover at the onset and end of each shift.
• Monitor all sites using online tools and systems such as Solar Winds.
• Maintain a general understanding of facility infrastructure, including generators, UPSs, ATS/STS units, PDUs, chillers, air handling units, and CRAC units.
• Respond to all network and data‑center monitoring alarms per policies and procedures.
• Perform daily remote hands and other customer requests, such as tape swaps, rack‑and‑stack equipment, and LAN cabling.
• Work holidays and weekends as required.
• Provide coverage for PTO and time‑off requests of other technicians.
• Use Citrix Workspace and perform basic Active Directory functions (password resets, account unlocks, etc.).
• Provide hardware configuration and support, including server builds, rack and stacking equipment, and LAN cabling.
• Take on additional responsibilities as directed by management.

• 3+ years of NOC, Operations, Network, Data Center, and/or Server Room experience.

• Strong verbal and written communication skills.
• Strong customer service, technical aptitude, and attention to detail.
• Proficient typing speed of 35 words per minute.
• Basic ability to identify, diagnose, and resolve moderate technical issues relating to internet protocols (TCP/IP, FTP, HTTP).
• Experience with HP Pro Liant servers;
  Windows Server preferred.
• Knowledge of Zendesk or a similar ticketing system is a plus.
• High-level knowledge of mission‑critical and network monitoring tools.
• Ability to read and follow outlined processes and procedures.
• General experience and knowledge of data center, network, and/or server room configurations.
• Experience with Cisco routers and switches preferred.
• Knowledge of Active Directory is a plus.
• Service Now experience is a plus.

• High School Diploma or equivalent required.
• Associate degree or equivalent work experience preferred.

• General office and data‑center environment with occasional high stress.
• May involve lifting equipment and supplies up to 50 lbs.
• May require extended periods of sitting or standing.
• Exposure to climate‑controlled environments for extended periods.

• CompTIA Network+ preferred.
• DCCA Certification preferred.
• CCNA, MCSA, A+, (NETWORK+) or equivalent a huge plus.

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 any other legally protected status.

Cyrus One provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws.

As a Federal Contractor, Cyrus One is required to participate in the E‑Verify Program to confirm eligibility to work in the United States.