Service Delivery Technician (Level 1-3)

About the Role

As a Service Delivery Technician at CyrusOne, you are the face of our company to our clients. You will serve as a primary point of contact for service requests, technical support, and facility operations, ensuring every customer interaction reflects our commitment to excellence. You will manage tickets, provide smart hands and feet support, troubleshoot infrastructure issues, and help keep our data centers operating at peak performance.

Key Responsibilities

• Serve as a central point of contact for clients — respond to and log all incoming calls, emails, and monitoring platform alerts within the ticketing system
• Provide smart hands and feet support: rack/unrack equipment, install customer orders including cabinet and cage setup, cross-connects, and cable tests
• Monitor ticket queues and follow up on open requests within designated timeframes; maintain proper escalation procedures
• Perform Level 1 troubleshooting on Windows servers including reboots, hardware swaps, and new user setup
• Assist with supply management: enclosures, cage materials, cabling, tools, fasteners, locks and keys, and furniture
• Coordinate outage schedules, change documentation, and shift turnover communications
• Manage and set appropriate client expectations around delivery dates, outstanding requests, and open issues
• At senior levels: operate and maintain critical infrastructure including cable plant, power systems, HVAC, raised floor, fire suppression, automation, and security systems; work independently with minimal supervision to diagnose and resolve complex issues

Levels & Experience

This is an evergreen posting supporting hiring across three levels. The right level for you will be determined based on your experience and qualifications during the interview process.

• Level I – Service Delivery Technician

• Entry level. 0–1 years of customer service experience in a technology company, or up to 2 years of technical experience in a customer-centric role.

• Ideal for candidates with a strong service mindset, a positive attitude, and a willingness to learn.

• High School diploma or GED required; college degree preferred.

• Level II – Service Delivery Technician

• 3–5 years of customer service experience in a technology company, or 2+ years of technical experience in a customer-centric role.

• Independently manages ticket queues, executes change and problem management processes, and certifies circuits end-to-end using test equipment.

• Knowledge of reflectance, decibel loss, ITIL framework, Visio, or AutoCAD a plus.

• Level III – Service Delivery Technician

• 5–7 years of customer service experience in a technology company, or 2+ years of technical experience in a customer-centric role.

• Operates with minimal supervision to diagnose and resolve complex technical issues.

• Manages cable plant, supports infrastructure systems, and owns client communication and change resolution.

• Knowledge of building automation and control systems (Trane Tracer Summit, Square D Power Logic, Caterpillar/ISO Power Lynx) a plus.

What We Are Looking For

• Genuine commitment to delivering the highest levels of customer service
• Positive, enthusiastic attitude and strong team-first mindset
• Clear verbal and written communication skills
• Strong problem-solving and independent decision-making ability
• Proficiency with Microsoft Word and Excel; ability to quickly learn new tools and platforms
• Ability to manage multiple priorities and shifting workloads in a fast-paced environment
• Willingness to work a flexible schedule, including on-call rotation and extended hours during emergencies

Work Environment

This role operates in a fast-paced, physically active data center environment. Candidates must be able to lift up to 50 pounds, perform considerable walking, bending, and standing, and meet all physical requirements of the role.