Client-Facing IT Support Technician II

CyrusOne Management Services LLC; Aurora (IL); On-site; USD 55,000 - 90,000; Full time

Job summary

CyrusOne is seeking a Service Delivery Technician to be a central point of contact for clients, handling calls, e-mails, and monitoring alerts. The role emphasizes rapid ticket creation, escalation when needed, and hands-on troubleshooting for Level 1 incidents.

The position involves coordinating with clients, performing basic server-related tasks, and contributing to change management and documentation processes in a fast-paced environment.

Qualifications

• 3-5 years customer service experience in a technology company
• 2 years technical experience in a customer-centric company
• Familiarity with ITIL framework and service level standards is a plus

Responsibilities

• Respond to and open tickets from calls, e-mails, and alerts
• Monitor e-mail and ticket queues; log and follow-up on tickets
• Perform Level 1 troubleshooting on Windows servers for non-managed and managed clients
• Install customer orders including cabinet or cage setup and cable tests
• Coordinate outage schedules and change documentation
• Provide regular feedback to clients on outstanding requests

Skills

Customer service

Technical experience

Communication

Problem solving

Multitasking

On-call readiness

Education

High School diploma or GED

College degree preferred

Tools

Visio

AutoCAD

Job description

CyrusOne is seeking a Service Delivery Technician to be a central point of contact for clients, handling calls, e-mails, and monitoring alerts. The role emphasizes rapid ticket creation, escalation when needed, and hands-on troubleshooting for Level 1 incidents.

The position involves coordinating with clients, performing basic server-related tasks, and contributing to change management and documentation processes in a fast-paced environment.