Service Delivery Technician II

Job description

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: 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 - 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: - Initial troubleshooting of incidents - Reboot - Hardwa...