Service Delivery Technician (Level 1-3)

CyrusOne; Sterling (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

CyrusOne is expanding its Service Delivery Technician pipeline across experience levels. You will be the face of CyrusOne to clients, handling service requests, technical support, and facility operations to keep data centers running 24/7.

This role offers entry to senior levels with clear paths forward and opportunities to learn in a fast-paced environment. Responsibilities include logging requests, smart hands support, basic Windows troubleshooting, and coordinating outages.

Qualifications

• High school diploma or GED required; college degree preferred.
• Strong communication and problem-solving skills are essential.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Serve as central point of contact for clients and log all requests.
• Provide hands-on support: install equipment, connect cabinets and cages, perform tests.
• Monitor ticket queues and follow up within defined timeframes; escalate as needed.
• Perform Level 1 troubleshooting on Windows servers, including reboots and user setup.
• Assist with supply management and cable/ furniture logistics.
• Coordinate outages, change docs, and shift turnover communications.
• Maintain client expectations regarding delivery dates and open issues.
• Senior level: operate critical infrastructure and diagnose complex issues independently.

Skills

Customer service mindset

Communication skills

Problem-solving

Adaptability

Education

High school diploma or GED

College degree preferred

Tools

Microsoft Word

Microsoft Excel

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

• 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 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.