Client-Facing IT Support Technician II (Onsite & On-Call)

CyrusOne; Whitney (TX); On-site; USD 48,000 - 72,000; Full time

Job summary

CyrusOne is seeking a Service Delivery Technician in Whitney, Texas, to serve as the primary contact for clients and to log, route and resolve support requests from phone, email and monitoring platforms.

The role emphasizes rapid incident triage, basic troubleshooting of Windows servers for non-managed and managed clients, and coordination with internal teams to perform changes, maintenance, and circuit-related tasks.

Qualifications

• Demonstrated desire to provide the highest levels of customer service
• Cheerful and enthusiastic attitude
• Strong verbal and written communication skills
• Good problem solving, decision-making skills
• Strong PC skills including word processing and spreadsheets
• Ability to learn quickly and develop new product skills independently
• Ability to manage multiple projects and shifting workloads in a fast-paced environment
• Knowledge of reflectance, length and decibel loss within test equipment
• Knowledge of Visio, AutoCad a plus
• Knowledge of ITIL framework and service level standards a plus
• Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane
• Willingness to work on call rotation

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
• 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.

Skills

Customer service

Communication skills

Problem solving

PC skills

ITIL knowledge

Visio

AutoCAD

On-call rotation

Education

High-School diploma or GED

College degree preferred

Tools

Visio

AutoCad

Job description

CyrusOne is seeking a Service Delivery Technician in Whitney, Texas, to serve as the primary contact for clients and to log, route and resolve support requests from phone, email and monitoring platforms.

The role emphasizes rapid incident triage, basic troubleshooting of Windows servers for non-managed and managed clients, and coordination with internal teams to perform changes, maintenance, and circuit-related tasks.