CyrusOne · 1 day ago
Service Delivery Technician III
Aurora, IL
Full-time
Onsite
Mid, Senior Level
5+ years expCyrusOne, LLC. is a technology company providing direct support to clients through their Service Delivery Technician role. The Service Delivery Technician is responsible for diagnosing and resolving technical issues, managing client communications, and supporting infrastructure systems.
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
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
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
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
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
5-7 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 building automation, monitoring and control systems including Trane Tracer Summit, Square D Power Logic and Caterpillar/ISO Power Lynx 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