Service Delivery Technician I

Role Overview

The Service Delivery Technician provides direct support and serves as a central point of contact for CyrusOne clients.

Key Responsibilities

• Respond to and open tickets for all incoming calls, emails, and alerts generated from the monitoring platform.
• Monitor the email queue and log all emails within the ticketing system.
• Monitor the ticket queue and follow up on open tickets within the designated time frame.
• Maintain proper escalation procedures.
• Use independent thinking for resolution of 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 includes 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 (e.g., lack of updates).
• Manage client communications and set appropriate expectations (e.g., 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 the 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 an online database network management tool, perform circuit audits, and assist in special projects as required.

Requirements & Tech Stack

• Windows servers (Level 1 response)
• Change & problem management processes
• Cross-connects
• Cable tests
• Fiber/copper cabling
• Test equipment
• Online database network management tool