Client-Facing IT Support Technician I

CyrusOne; United States; On-site; USD 50,000 - 80,000; Full time

Job summary

CyrusOne is hiring a Service Delivery Technician to provide direct support to clients, handle calls, e-mails, and alerts, and take ownership of issues. The role emphasizes Level 1 troubleshooting on Windows servers, setup for new customers, and clear communication with clients.

The position requires 3–5 years in customer service in tech or 2 years tech experience in a customer-centric setting, with a high-school diploma or GED; college degree preferred.

Qualifications

• Minimum 3–5 years of customer service experience in a technology company or 2 years of technical experience in a customer-centric company.
• Strong verbal and written communication skills and the ability to learn quickly.

Responsibilities

• Respond to and open tickets for all incoming calls, e-mails, and alerts.
• Monitor e-mail queue and log all e-mails within the ticketing system.
• Monitor ticket queue and follow up on open tickets within designated timeframes.
• Maintain proper escalation procedures and communicate with clients.
• Perform Level 1 troubleshooting on Windows servers for non-managed and managed clients.
• Set up new customers, including cabinets or cages where applicable.
• Provide regular feedback to the client on outstanding requests and set appropriate expectations.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Technical aptitude

Education

High-School diploma or GED

Tools

Ticketing systems

Windows Server

Job description

CyrusOne is hiring a Service Delivery Technician to provide direct support to clients, handle calls, e-mails, and alerts, and take ownership of issues. The role emphasizes Level 1 troubleshooting on Windows servers, setup for new customers, and clear communication with clients.

The position requires 3–5 years in customer service in tech or 2 years tech experience in a customer-centric setting, with a high-school diploma or GED; college degree preferred.