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.
What You Will Do
Respond to and open tickets for all incoming calls, e-mail and alerts generated from monitoring platform
- Respond to incoming service requests, alerts, calls, and emails by creating, updating, and managing tickets within the ticketing system.
- Monitor ticket queues and ensure timely follow-up, resolution, and escalation in accordance with established procedures.
- Perform Level 1 troubleshooting and support for client incidents, including diagnostics, reboots, hardware replacements, and issue resolution.
- Escalate complex issues to the appropriate support teams while maintaining ownership and communication throughout the resolution process.
- Serve as "Smart Hands" support for customers by performing on-site technical tasks and assisting with remote troubleshooting efforts.
- Provide exceptional client communication by managing expectations, delivering status updates, and ensuring a positive customer experience.
- Install and support customer infrastructure, including cabinets, cages, cross-connects, cabling, and office equipment setups.
- Troubleshoot and test fiber and copper cabling infrastructure using industry-standard testing and certification equipment.
- Coordinate change management activities, outage schedules, documentation, and shift handoffs to ensure operational continuity.
- Maintain accurate records, circuit documentation, inventory updates, and network management database information while supporting special projects as needed.
U.S. Citizenship may be required for this position pursuant to a government contract requirement and/or for security clearance reasons.
What We Are Looking For
- 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
Why CyrusOne?
- 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
Career growth - a defined progression from Associate through Lead Operator and beyond, with ongoing investment in your development
#LI-JM2
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.