CyrusOne · 1 day ago
Service Delivery Technician II
Aurora, IL
Full-time
Onsite
Mid Level
3+ years expCyrusOne is a leading provider of data center services, and they are seeking a Service Delivery Technician II to support their clients. The role involves managing client communications, troubleshooting IT issues, and fulfilling service requests while ensuring high levels of customer service.
Data CenterInformation ServicesInformation TechnologyWeb Hosting
Responsibilities
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
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, cross-connects 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
Qualification
Required
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
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
3-5 years customer service experience in a technology company and/or 2 years technical experience in a customer-centric company
Minimum education requirement of High-School diploma or GED equivalent
Preferred
Knowledge of Visio, AutoCad a plus
Knowledge of ITIL framework and service level standards a plus
College degree preferred but will consider applicants with equivalent work-related experience
Company
CyrusOne
CyrusOne is a data center operator that offers colocation and peering services.
501-1000 employees
H1B Sponsorship
CyrusOne has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (2)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$11.89BKey Investors
JANA PartnersTD Securities
2024-07-15Debt Financing· $687.1M
2024-07-09Debt Financing· $7.9B
2024-05-15Debt Financing· $1.18B
Leadership Team
Eric Schwartz
Chief Executive Officer
Owen Morris
Chief Financial Officer
Recent News
Houston Chronicle
2025-12-12
Chicago Tribune
2025-12-02
Company data provided by crunchbase