Service Delivery Technician II
Service Delivery Technician II
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Salary Not Disclosed
1 Vacancy
Job Description
The Service Delivery Technician III provides smart hands and feet support for the installation support and architecture of new and existing client. They conduct mastery level installs moves and decommissioning of data center hardware (including cabinets shelves power strips rails fiber/copper/other cables and cable management servers storage printers etc.
Responsibilities:
- Respond to and open tickets for all incoming calls email and alerts generated from monitoring platform
- Monitor email queue and log all emails within the ticketing system
- Monitor ticket queue and followup on open tickets within designated time frame
- Maintain proper escalation procedures
- Evaluate
- Communicate
- Use independent thinking for resolution for level 1 alerts
- Escalate issues when appropriate
- Act as Smart Hands and Feet for client requests
- Perform Level 1 response on Windows servers for nonmanaged and managed clients
- Level 1 response consists of initial troubleshooting of incidents reported by the client or the monitoring platform:
- Initial troubleshooting of incidents
- Reboot
- Hardware swap
- Setting up new customers
- Level 1 response consists of initial troubleshooting of incidents reported by the client or the monitoring platform:
- Review and understand the change & problem management processes
- Provide regular feedback to the client on outstanding requests
- Report 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 documentation
- Provide clear shift turnover communication
- Install customer orders including cabinet or cage setup office setup crossconnects and cable tests.
- Assist in supply management of enclosures cage materials tools fasteners and fiber/copper cabling.
- Troubleshoot issues related to the critical cabling infrastructure using test equipment.
- Ability to certify a circuit end to end with test equipment
- Performing next steps of repair/replacement of issue at hand
- Perform related services including but not limited to janitorial inventory and internal department tasks.
- Assume the role of change & problem resolution owner and notification point for service requests
- Engage next level support staff using established processes
- Build circuits in online database network management tool perform circuit audits and assist in special projects as required.
Qualifications:
- 35 years of experience in a technical role and/or in customer service for a technology company
- Demonstrated desire to provide the highest levels of customer service
- Strong verbal and written communication skills
- Good problem solving skills
- Strong PC skills including word processing and basic spreadsheets
- Ability to learn quickly and develop new product skills independently
- Ability to manage multiple projects and shifting workloads in a fastpaced 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
- Must be willing and able to work oncall rotation
Work Environment: (Facility Role)
- Work Schedule: Shifts are 7am to 3pm or 10am to 6pm. Shifts vary and include nights weekends holidays and oncall rotation to ensure 24/7 coverage
- Physical Demands: The position involves significant physical activity including standing for extended periods lifting up to 50 pounds and frequent bending and climbing ladders
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.
Required Experience:
IC
Employment Type
Full-Time
