CyrusOne · 1 day ago
Global Service Desk (GSD) Technician I
Chandler, AZ
Full-time
Onsite
New Grad, Entry Level
0+ years expCyrusOne is a company that supports customers by ensuring system availability and performance. They are seeking a Global Service Desk (GSD) Technician I who will serve as the first point of contact for customer inquiries and will be responsible for troubleshooting, resolving, and escalating incidents while maintaining a high level of customer satisfaction.
Data CenterInformation ServicesInformation TechnologyWeb Hosting
Responsibilities
Maintaining service availability and customer satisfaction
Troubleshooting, resolving, and escalating alerts and incidents
Coordinating the Incident Management process
Serving as the first point of contact for all customer inquiries
Delivering professional, timely, and consistent support
Respond to customer inquiries via phone, email, chat, and ticketing systems within defined service levels
Perform initial troubleshooting, follow escalation procedures, and communicate clearly to ensure a positive customer experience
Monitor infrastructure, network systems, alarms, and customer hardware while following documented processes
Manage tickets and communication queues, monitoring systems, coordinating escalations, and ensuring KPIs and metrics are achieved
Deliver responsive, friendly, and effective assistance that consistently creates an exceptional customer experience
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
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
Ability to read & follow outlined processes and procedures
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
High-level knowledge of all mission-critical and network monitoring tools
General experience and knowledge of data center, network and/or server room configurations experience
General knowledge of Active Directory is a plus
Associate degree or equivalent work experience preferred
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