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CyrusOne · 1 day ago

Service Delivery Technician II

Carrollton, TX

Full-time

Onsite

Mid Level

3+ years exp

CyrusOne is a technology company seeking a Service Delivery Technician II to provide direct support to clients. The role involves managing client communications, troubleshooting incidents, and fulfilling service requests while ensuring high levels of customer service.

Data CenterInformation ServicesInformation TechnologyWeb Hosting

No H1B

U.S. Citizen Only

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

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

Qualification

Customer serviceTechnical supportProblem solvingWindows serversTest equipmentITIL frameworkPC skillsVisioAutoCadVerbal communicationWritten communicationProject management