Service Delivery Technician III
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Job Location:
Aurora, CO - USA
Monthly Salary:
$ 35 - 43
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 platform
- Monitor e-mail queue and log all e-mails within the ticketing system
- Monitor ticket queue and follow-up on open tickets within designated time frame
- Monitor alerts and 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 non-managed and managed clients
- Level 1 response consists of initial troubleshooting of incidents reported by the client or the monitoring platform:
- Reboot
- Hardware swap
- Level 1 response consists of initial troubleshooting of incidents reported by the client or the monitoring platform:
- Notify clients of alerts & outages
- Send maintenance notifications to clients
- Review and understand the change & problem management processes
- Review and follow-up on outstanding requests
- 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
- Operate 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 applications
- Perform 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 platform
- Reboots
- Hardware swaps
- Setting up new users
- Assume the role of change & problem resolution owner and notification point for service requests
- Engage next level support staff using established processes
- Provide regular feedback to the client on outstanding requests
Minimum Requirements:
- 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 Visio AutoCad a plus
- Knowledge of building automation monitoring and control systems including Trane Tracer Summit Square D Power Logic and Caterpillar/ISO Power Lynx a plus
- Cable plant management experience
- Willingness 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/hr
15% shift differential on any hours worked between 6:00PM-6:00AM
Experience/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: None
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
Key Skills
- Mechanic Experience
- Pest Control
- Customer Service
- Hand Tools
- HVAC
- Mechanical Knowledge
- Automotive Repair
- Service Technician Experience
- Maintenance
- Heavy Lifting
- Equipment Repair
- Troubleshooting
About Company
CyrusOne (NASDAQ: CONE) specializes in highly reliable enterprise-class, carrier-neutral data center properties. The company provides mission-critical data center facilities that protect and ensure the continued operation of IT infrastructure for nearly 900 customers, including nearly ... View more
