Service Delivery Technician III

The Service Delivery Technician provides direct support to and is a central point of contact for CyrusOne clients. The Service Delivery Technician answers and records calls, e-mail requests and alerts from monitoring platforms, resolves client issues, opens and takes ownership of problems and opens changes. The position also handles fulfilling the requests that are phoned or emailed in which consists of non-complex IT tasks and facility requests.Essential Functions:Under minimal supervision, the Service Delivery Specialist diagnoses and resolves technical issues in a customer-oriented, team environment. He/she provides smart hands and feet support for the installation, support and architecture of new and existing clients and provides administrative support such as data center access, file restoration and direct server support.Respond to and open tickets for all incoming calls, e-mail and alerts generated from monitoring platformMonitor e-mail queue and log all e-mails within the ticketing systemMonitor ticket queue and follow-up on open tickets within designated time frameMonitor alerts and maintain proper escalation proceduresEvaluateCommunicateUse independent thinking for resolution for level 1 alertsEscalate issues when appropriateAct as “Smart Hands and Feet” for client requestsPerform Level 1 response on Windows servers for non-managed and managed clientsLevel 1 response consists of initial troubleshooting of incidents reported by the client or the monitoring platform:RebootHardware swapNotify clients of alerts & outagesSend maintenance notifications to clientsReview and understand the change & problem management processesReview and follow-up on outstanding requestsProvide regular feedback to the client on outstanding requestsReport 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 documentationProvide clear shift turnover communicationOperate and maintain infrastructure systems including, but not limited to, cable plant and fiber entrance, power systems, HVAC, raised floor systems, automation and control systems, fire detection and suppression systems and security systems.Install customer orders including cabinet or cage setup, office setup, cross-connects and cable tests.Assist in supply management of enclosures, cage materials, shelves, power strips, locks & keys, tools, fasteners, cabling, furniture, etc.Troubleshoot issues related to the critical infrastructure using test equipment, observation and automation, monitoring and control applicationsPerform facility-related services including, but not limited to, janitorial, grounds maintenance, plumbing, fuel, phone system maintenance and set-up and inventory.Provide level 1 response consisting of:Initial troubleshooting of incidents reported by the client or the monitoring platformRebootsHardware swapsSetting up new usersAssume the role of change & problem resolution owner and notification point for service requestsEngage next level support staff using established processesProvide regular feedback to the client on outstanding requestsMinimum Requirements:Demonstrated desire to provide the highest levels of customer serviceCheerful and enthusiastic attitudeStrong verbal and written communication skillsGood problem solving, decision-making skillsStrong PC skills including word processing and spreadsheetsAbility to learn quickly and develop new product skills independentlyAbility to manage multiple projects and shifting workloads in a fast-paced environmentKnowledge of Visio, AutoCad a plusKnowledge of building automation, monitoring and control systems including Trane Tracer Summit, Square D Power Logic and Caterpillar/ISO Power Lynx a plusCable plant management experienceWillingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane.Hourly Rate: $35-$43/hr15% shift differential on any hours worked between 6:00PM-6:00AMExperience/Skills: 5-7 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.Certifications: NoneCyrusOne 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. #J-18808-Ljbffr CyrusOne