CyrusOne · 2 days ago
Global Service Desk (GSD) Technician I
Chandler, AZ
Full-time
Onsite
New Grad, Entry Level
0+ years expCyrusOne is a leading provider of data center services, and they are seeking a Global Service Desk (GSD) Technician I to support customer inquiries and ensure system availability and performance. The role involves troubleshooting, coordinating incident management, and delivering exceptional customer service while collaborating with various teams.
Data CenterInformation ServicesInformation TechnologyWeb Hosting
Responsibilities
Deliver responsive, friendly, and effective assistance that consistently creates an exceptional customer experience
Initial point of contact for all customer inquiries (phone/email/chat)
Verify contacts against authorized records
Ensure all communications — including emails, messages, tickets, chats, and phone calls — are acknowledged and handled within the approved SLO
Follow documented GSD processes, procedures, SLAs, and KPIs
Monitor sites and infrastructure using tools such as SolarWinds and NetFlex, identify alarm conditions, and respond in accordance with established escalation procedures and SEVERITY level processes
Complete shift turnover in accordance with established documentation
Maintain a general understanding of networks, servers, DNS, and core tools (ServiceNow, Salesforce, ProxyClick, Citrix, C-Cure, SendGrid, etc.)
Maintain a general understanding of data center systems (Generators, UPS, ATS/STS, PDUs, Chillers, AHUs, CRAC units)
Support process updates and maintain documentation for leadership review
Ensure all incidents are logged accurately
Support users with navigating and utilizing all capabilities within the CyrusOne Customer Portal
Serve as a central resource to help customers and internal teams find answers, solutions, or the right point of contact
Identify and recommend process improvements
The ability to work holidays and/or weekends is mandatory
Provide coverage for team PTO when needed
Perform additional responsibilities as assigned
Qualification
Required
0-2 years of data center or server room experience
0–2 years of hands-on server and/or network configuration experience
Ability to type 40 WPM
Excellent verbal and written communication skills
Strong customer service, technical aptitude, and attention to detail
Basic ability to identify, diagnose, escalate and/or resolve basic technical issues pertaining to Networks
Proficiency with Microsoft Excel, Word, PowerPoint, Outlook, and Teams
High-level knowledge of all mission-critical and network monitoring tools
Ability to read & follow outlined processes and procedures
General experience and knowledge of data center, network and/or server room configurations experience
Demonstrates ability to work under pressure and manage multiple concurrent priorities
Required to learn quickly and adapt to changing requirements
High School Diploma or equivalent required
Preferred
Knowledge of ticketing systems (Zendesk, ServiceNow, Salesforce) is a plus
General knowledge of Active Directory is a plus
CompTIA Network + preferred
DCCA Certification preferred
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