Service Delivery Technician II: IT & Network Support

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

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.