The posting
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 authorization.
- Assist experienced technicians with installations, decommissions, cabling, circuit audits, and special projects.
Operational Support
- Escort customers, vendors, contractors, and visitors within CyrusOne facilities in accordance with access-control and security procedures.
- Assist with the inventory and organization of cabinets, cage materials, shelves, power strips, locks and keys, tools, fasteners, cabling, furniture, and related supplies.
- Maintain accurate inventory, asset, and material-location records.
- Maintain clean, organized, and safe customer and work areas.
- Perform light housekeeping directly related to assigned work, including removing packaging, cable remnants, and other work-related debris.
- Support internal departments and participate in approved site projects as business needs require.
- Follow all company safety, security, customer-access, change-management, and data center operating procedures.
- Participate in required training and develop the technical knowledge necessary for progression within the Service Delivery organization.
What We Are Looking For:
- A demonstrated commitment to providing a high level of customer service.
- A professional, positive, dependable, and collaborative attitude.
- Strong verbal and written communication skills.
- Foundational problem-solving and decision-making abilities.
- Strong attention to detail and a commitment to completing work accurately.
- Ability to follow written procedures, customer instructions, work orders, and safety requirements.
- Ability to recognize when an issue requires clarification, additional authorization, or escalation.
- Ability to manage multiple tickets and shifting priorities in a fast-paced, customer-facing environment.
- Basic proficiency with email, word-processing, spreadsheet, and other standard computer applications.
- Ability and willingness to learn new technologies, systems, tools, and processes.
- Ability to work effectively both independently and as part of a team.
- Ability to handle customer equipment and confidential information responsibly.
- Willingness to participate in an on-call rotation, as required.
- Ability to work flexible or extended hours during customer-impacting incidents, maintenance activities, severe weather events, or other emergency situations.
Experience and Skills
- Up to two years of customer-service, technical-support, logistics, warehouse, telecommunications, or data center experience is preferred.
- Previous experience in a customer-facing environment is preferred.
- Experience with a ticket-management system, such as Zendesk, is beneficial but not required.
- Familiarity with shipping and receiving, inventory control, computer hardware, structured cabling, or basic troubleshooting is beneficial.
- Entry-level technical certifications or relevant vocational training are beneficial but not required.
- Equivalent military, educational, volunteer, internship, or professional experience will be considered.
- On-the-job training will be provided for CyrusOne-specific systems, procedures, and authorized technical activities.
Education:
- High school diploma or GED equivalent required.
- Technical-school coursework, industry training, college coursework, or an associate degree in information technology, telecommunications, electronics, logistics, or a related field is preferred but not required.
- Equivalent relevant experience will also be considered.
Work Environment and Physical Requirements:
- Work is primarily performed within an operational data center and shipping and receiving environment.
- Must be able to lift and move equipment or supplies weighing up to 50 pounds, with or without reasonable accommodation.
- Requires frequent walking, standing, bending, reaching, kneeling, and handling equipment or materials.
- May require climbing ladders and using carts, pallet jacks, lifting devices, hand tools, and personal protective equipment after receiving appropriate training.
- Must be able to work around varying noise levels, airflow, temperatures, raised floors, overhead infrastructure, and active construction or maintenance activities.
- Must be able to perform the essential duties and physical requirements of the position, with or without reasonable accommodation.
Why CyrusOne?
- Career growth — a defined progression from Associate through Lead Operator and beyond, with ongoing investment in your development
- Cutting-edge work — support AI, hyperscale, and cloud infrastructure for some of the world's most demanding customers
- Global scale — be part of a team operating across North America, EMEA, and APAC
- Award-winning culture — 2026 Top Workplaces USA National Award winner, recognized for our people-first environment
- Values-driven — everything we do is grounded in CARE: Commitment, Accountability, Respect, and Excellence
U.S. Citizenship may be required for this position pursuant to a government contract requirement and/or for security clearance reasons.
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CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.
