Service Delivery Technician

The Service Delivery Technician provides direct support to and is a central point of contact for Cyrus One 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.

Cyrus One 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.

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. We will respond to requests for reasonable accommodations to assist you in applying for positions at Cyrus One, or to submit a resume.