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. We are seeking a Data Center Operations Technician (Level 2) to join our team. The successful candidate will be responsible for responding to alerts, performing Level 1 troubleshooting, supporting customer requests, and ensuring the reliability of data center operations. They will work closely with the Operations and Network teams to maintain uptime, accuracy, and exceptional customer service. What You’ll Do: - Respond to all incoming calls, emails, and monitoring alerts; open and track tickets accordingly - Monitor ticket and email queues, ensuring timely follow-up and proper escalation - Perform Level 1 troubleshooting on Windows servers, hardware, and critical infrastructure incidents - Act as “Smart Hands and Feet” for customer request...