Service Delivery Technician I
CyrusOne
The Service Delivery Technician I provides 'smart hands and feet' support for the installation, support and architecture of new and existing client. They conduct mastery level installs, moves, and de-commissioning of data center hardware (including cabinets, shelves, power strips, rails, fiber/copper/other cables and cable management, servers, storage, printers, etc.)
Responsibilities:
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
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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
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Perform Level 1 response on Windows servers for non-managed and managed clients
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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
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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.
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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.
Qualifications:
0-2 years of experience in a technical role and/or in customer service for a technology company
Must be willing and able to work on-call rotation
Strong verbal and written communication skills
Good problem solving skills
Strong PC skills including word processing and basic 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 is a plus
Knowledge of Visio, AutoCad is a plus
Knowledge of ITIL framework and service level standards is a plus
Work Environment: (Facility Role)
Work Schedule: Shifts are 7am to 4pm
Physical Demands: The position involves significant physical activity, including standing for extended periods, lifting up to 50 pounds, and frequent bending and climbing ladders
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.