Service Delivery Technician II

CyrusOne; Aurora, Northern (IL, KY); Hybrid; USD 42,000 - 63,000; Full time

Job summary

CyrusOne is seeking a Level 1 Help Desk Technician in the Aurora, IL area to respond to tickets, monitor alerts, and perform initial incident troubleshooting. The role includes onboarding new customers, coordinating outages, and maintaining circuit/test equipment in a fast-paced data center environment.

Ideal candidates have strong communication, customer service experience, and the ability to manage multiple priorities.

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 from monitoring platform.
• Monitor e-mail queue and log e-mails within the ticketing system.
• Monitor ticket queue and follow-up on open tickets within designated time frame.
• Perform Level 1 response on Windows servers for non-managed and managed clients.
• Initial troubleshooting of incidents and basic remediation steps.
• Install customer orders including cabinet or cage setup and cross-connects.
• Assist in supply management of enclosures, cage materials, tools, and fiber/copper cabling.
• Coordinate outage schedules and change documentation.
• Build circuits in online database network management tool.
• Provide regular feedback to the client on outstanding requests and report process failures.

Skills

Customer service

Strong communication

Problem solving

PC skills

Multitasking

ITIL knowledge

Visio

AutoCAD

Willingness to work on call

Education

High school diploma or GED

College degree preferred

Tools

Visio

AutoCAD

Job description

U.S. Citizenship may be required for this position pursuant to a government contract requirement and/or for security clearance reasons.

Essential Functions

• 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 Evaluate Communicate Use independent thinking for resolution for level 1 alerts Escalate issues when appropriate 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.

Minimum Requirements

• 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

Experience/Skills

• 3-5 years customer service experience in a technology company and/or 2 years technical experience in a customer-centric company

Education

Minimum education requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience.

Work Environment and Physical Demands

May involve lifting of equipment and supplies (up to 50 pounds). Considerable walking, bending and standing. Must be able to accomplish all physical requirements and activities applicable to the role.

Certifications

None

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume. CyrusOne may use artificial intelligence to assess how your application matches the job requirements. The final hiring decision is always made by our team. You may opt out of AI screening without affecting your candidacy. CyrusOne is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please email [e-mail] or call: 806-589-0141. We will make a determination on your request for reasonable accommodation on a case-case basis. CyrusOne is proud to be recognized as a Top Work Place by USA Today. Celebrated for our company culture, CyrusOne stands out for its commitment to core values such as community, agility, respect, an enjoyable workplace, ethics, and exceptional service. This accolade reflects CyrusOne’s dedication to creating an engaging, respectful, and growth-oriented environment, underpinned by integrity, which not only enhances customer satisfaction but also contributes to the company’s overall success. CyrusOne is a leading global data center developer and operator specializing in delivering state-of-the-art digital infrastructure solutions. With more than 50 high-performance mission-critical facilities worldwide, the Company ensures the continued operation of digital infrastructure for nearly 1,000 customers, including approximately 200 Fortune 1000 companies. CyrusOne’s leading global platform of hybrid-cloud and multi-cloud deployments offers customers colocation, hyperscale, and build-to-suit environments, which help enhance the strategic connections of their essential data infrastructures and support the achievement of sustainability goals. CyrusOne data centers offer world-class flexibility, enabling clients to modernize, simplify, and rapidly respond to changing demands. Combining exceptional financial strength, a broad global footprint, and continued investment in key digital gateway markets, CyrusOne provides the world’s largest companies with long-term stability and strategic advantage at scale. For more information, please visit cyrusone.com. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. The law requires CyrusOne to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following link: Know Your Rights CyrusOne will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision for more information. As a Federal Contractor, CyrusOne is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link: E-Verify.