Service Delivery Technician I

The Service Delivery Technician I provides front-line operational and technical support to CyrusOne customers and serves as a central point of contact for routine service requests. This position monitors customer requests received through the designated ticketing system (Zendesk), email, and telephone; documents required information; performs authorized entry-level support activities; and escalates issues when appropriate. The technician supports shipping and receiving, customer and visitor escorts, inventory management, equipment installations and decommissions, and basic Smart Hands services. This entry-level position works within established procedures and receives guidance on unfamiliar, complex, or higher-risk assignments. Success in this role requires a strong commitment to customer service, safety, accuracy, communication, and continued technical development. Service Delivery Technician I What You Will Do : Customer Service and Ticket Management Monitor the ticketing system (Zendesk), email, telephone, and other designated communication channels for new and open customer requests. Create, acknowledge, update, and complete tickets in accordance with established service-level expectations. Record accurate and detailed information regarding customer requests, work performed, communications, dependencies, and outcomes. Review assigned requests for completeness and seek clarification before beginning work when instructions or authorization are unclear. Provide customers and internal teams with timely updates on the status of assigned requests. Follow up on open tickets within the required timeframes. Escalate customer-impacting incidents, safety concerns, incomplete requests, and work outside the technician’s authorized scope. Provide clear shift-turnover notes for incomplete or ongoing work. Maintain professional and courteous communication with customers, vendors, visitors, and internal teams. Shipping, Receiving, and Material Handling Receive, inspect, document, and unpack incoming equipment, materials, and supplies. Prepare, package, label, and stage approved items for shipment. Record shipment information, including tracking details, weight, condition, location, and other required data. Load and unload deliveries using approved equipment and safe material-handling procedures. Identify and report damaged, missing, incorrect, or discrepant shipments for resolution and recordkeeping. Coordinate the secure internal transport and delivery of customer and company materials. Maintain accurate shipping and receiving records, reports, and inventory documentation. Confirm that required authorization and documentation are in place before releasing or relocating customer property. Maintain organized, secure, and safe shipping, receiving, and storage areas. Follow all safety, security, chain-of-custody, and customer property-handling requirements. Technical and Smart Hands Support Perform basic Smart Hands services under established procedures and customer-approved instructions. Assist with the installation, removal, racking, and unracking of customer equipment. Perform authorized visual inspections, equipment status checks, cable tracing, cable reseating, reboot procedures, and basic connectivity checks. Assist with installing, labeling, routing, and dressing fiber-optic and copper cabling. Support cabinet, cage, office, and customer equipment setup activities. Use approved test equipment to perform basic continuity, connectivity, and cabling checks after receiving appropriate training. Collect equipment status information, alarm details, indicator-light conditions, photographs, and other diagnostic information requested by customers or support teams. Follow documented procedures, work orders, change records, customer instructions, and escalation requirements. Stop work and request guidance when instructions are unclear, site conditions differ from the work order, or the assignment exceeds the technician’s training or a…

View the full posting and apply