Client-Focused Service Delivery Technician II

CyrusOne; Aurora (IL); On-site; USD 60,000 - 90,000; Full time

Job summary

CyrusOne in Aurora, IL is seeking a Service Delivery Technician to act as a central point of contact for clients, answer and document requests from monitoring platforms, and perform level 1 IT tasks and facility requests.

You will open and manage tickets, ensure timely follow-up, escalate as needed, and assist with deploying customer orders while maintaining strong client communications and coordination with support teams.

Qualifications

• 3–5 years customer service experience in a technology company and/or 2 years technical experience in a customer-centric company
• High-School diploma or GED required; college degree preferred
• Knowledge of ITIL framework and service level standards is a plus

Responsibilities

• Respond to and open tickets for all incoming calls, e-mail and alerts from monitoring platforms
• 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 frames
• Escalate issues when appropriate
• Perform Level 1 response on Windows servers for non-managed and managed clients
• Install customer orders including cabinet or cage setup and cross-connects
• Coordinate outage schedules and change documentation
• Build circuits in online database/network management tools

Skills

Customer service

Communication

Problem solving

PC skills

Learn quickly

Multitasking

ITIL knowledge

On-call readiness

Education

High-School diploma

GED equivalent

College degree (preferred)

Tools

Visio

AutoCAD

Job description

CyrusOne in Aurora, IL is seeking a Service Delivery Technician to act as a central point of contact for clients, answer and document requests from monitoring platforms, and perform level 1 IT tasks and facility requests.

You will open and manage tickets, ensure timely follow-up, escalate as needed, and assist with deploying customer orders while maintaining strong client communications and coordination with support teams.