Service Delivery Technician (Level 1-3)

CyrusOne; Ashburn (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

CyrusOne in Ashburn, VA is seeking Service Delivery Technicians across entry to senior levels to support data center operations and client relationships.

You will be the face of CyrusOne for customers, manage tickets, provide smart hands and feet support, troubleshoot infrastructure issues, and help ensure continuous data center availability around the clock.

Qualifications

• Experience in customer service or technical support in a tech environment.
• Willingness to learn and grow across three levels.
• Ability to manage ticket queues and follow escalation procedures.
• Proficiency with basic MS Word and Excel; quick to learn new tools.

Responsibilities

• Serve as central point of contact for clients; log all calls and alerts.
• Provide smart hands and feet support: rack/unrack equipment, install orders.
• Monitor ticket queues and escalations within set timeframes; follow escalation procedures.
• Perform Level 1 Windows server troubleshooting including reboots and hardware swaps.
• Assist with supply management: enclosures, cage materials, cabling, tools, and keys.
• Coordinate outage schedules, change documentation, and shift turnover communications.
• Manage client expectations around delivery dates and open issues.
• At senior levels: operate and maintain critical infrastructure and diagnose complex issues.

Skills

Customer service

Troubleshooting

Communication

Multi-tasking

Education

High school diploma or GED

College degree preferred

Tools

ITIL framework

Visio

AutoCAD

Job description

We are building a pipeline of talented Service Delivery Technicians across all experience levels — from associates stepping into their first data center role to seasoned technicians ready to operate independently and own complex client relationships. As a Service Delivery Technician at CyrusOne, you are the face of our company to our clients. You will serve as a primary point of contact for service requests, technical support, and facility operations — ensuring every customer interaction reflects our commitment to excellence. You will manage tickets, provide smart hands and feet support, troubleshoot infrastructure issues, and help keep our data centers operating at peak performance every hour of every day. Whether you are just getting started or bringing years of hands‑on experience, there is a place for you here — and a clear path forward.

What You Will Do

• Serve as a central point of contact for clients — respond to and log all incoming calls, emails, and monitoring platform alerts within the ticketing system
• Provide smart hands and feet support: rack/unrack equipment, install customer orders including cabinet and cage setup, cross-connects, and cable tests
• Monitor ticket queues and follow up on open requests within designated timeframes; maintain proper escalation procedures
• Perform Level 1 troubleshooting on Windows servers including reboots, hardware swaps, and new user setup
• Assist with supply management: enclosures, cage materials, cabling, tools, fasteners, locks and keys, and furniture
• Coordinate outage schedules, change documentation, and shift turnover communications
• Manage and set appropriate client expectations around delivery dates, outstanding requests, and open issues
• At senior levels: operate and maintain critical infrastructure including cable plant, power systems, HVAC, raised floor, fire suppression, automation, and security systems; work independently with minimal supervision to diagnose and resolve complex issues

Levels & Experience

This is an evergreen posting supporting hiring across three levels. The right level for you will be determined based on your experience and qualifications during the interview process.

• Level I – Service Delivery Technician (Entry level). 0–1 years of customer service experience in a technology company, or up to 2 years of technical experience in a customer‑centric role. Ideal for candidates with a strong service mindset, a positive attitude, and a willingness to learn. High School diploma or GED required; college degree preferred.
• Level II – Service Delivery Technician 3–5 years of customer service experience in a technology company, or 2+ years of technical experience in a customer‑centric role. Independently manages ticket queues, executes change and problem management processes, and certifies circuits end‑to‑end using test equipment. Knowledge of reflectance, decibel loss, ITIL framework, Visio, or AutoCAD a plus.
• Level III – Service Delivery Technician 5–7 years of customer service experience in a technology company, or 2+ years of technical experience in a customer‑centric role. Operates with minimal supervision to diagnose and resolve complex technical issues. Manages cable plant, supports infrastructure systems, and owns client communication and change resolution. Knowledge of building automation and control systems (Trane Tracer Summit, Square D Power Logic, Caterpillar/ISO Power Lynx) a plus.

What We Are Looking For

• Genuine commitment to delivering the highest levels of customer service
• Positive, enthusiastic attitude and strong team‑first mindset
• Clear verbal and written communication skills
• Strong problem‑solving and independent decision‑making ability
• Proficiency with Microsoft Word and Excel; ability to quickly learn new tools and platforms
• Ability to manage multiple priorities and shifting workloads in a fast‑paced environment
• Willingness to work a flexible schedule, including on‑call rotation and extended hours during emergencies

Work Environment

This role operates in a fast‑paced, physically active data center environment. Candidates must be able to lift up to 50 pounds, perform considerable walking, bending, and standing, and meet all physical requirements of the role.

Why CyrusOne?

• Career growth — a defined progression from Associate through Lead Operator and beyond, with ongoing investment in your development
• Cutting‑edge work — support AI, hyperscale, and cloud infrastructure for some of the world's most demanding customers
• Global scale — be part of a team operating across North America, EMEA, and APAC
• Award‑winning culture — 2026 Top Workplaces USA National Award winner, recognized for our people‑first environment
• Values‑driven — everything we do is grounded in CARE: Commitment, Accountability, Respect, and Excellence

U.S. Citizenship may be required for this position pursuant to a government contract requirement and/or for security clearance reasons. As part of our commitment to a safe and secure work environment, all offers of employment for this role are contingent upon successful completion of a background check and pre‑employment drug screening.

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. For additional details on opting out, or our AI Recruiting Policy click here.

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‑by‑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 1,000 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.

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.