Service Delivery Technician II
The technician performs customer installations, equipment decommissions, structured cabling, cross-connects, initial incident troubleshooting, and other data center support activities. The role requires strong customer service, sound technical judgment, effective communication, and the ability to independently manage multiple requests while following established safety, change-management, and escalation procedures.
What You Will Do:
Customer Service and Ticket Management
Monitor Zendesk, email, and other designated communication channels for new and open customer requests.
Acknowledge, update, and resolve assigned tickets within established service-level expectations.
Review requests for completeness and obtain additionalinformation when requiredbefore beginning work.
Maintain accurateand detailed ticket documentation, including troubleshooting steps, actions performed, test results, customer communications, and final resolution.
Provide customers with regular updates on outstanding requests and set clear expectations regardingstatus, delivery dates, dependencies, and next steps.
Identifyand report process failures, communication gaps, and requests at risk of missing established service levels.
Provide thorough shift-turnover notes to ensure continuity of service and clear ownership of outstanding work.
Serve as an escalation and notification point for assigned service requests.
Escalate incidents, risks, and technical issues to the appropriate supportteams using established procedures.
Technical Support and Incident Response
Function as “Smart Hands and Feet” for customer equipment and infrastructure requests.
Perform Level 1 troubleshooting for managed and non-managed customer equipment, servers, network devicesand associated hardware.
Respond to incidents reported by customers, monitoring platforms, or internal teams.
Perform approved troubleshooting activities, including:
Visual equipment inspections
Power-cycle and reboot procedures
Cable tracing and reseating
Hardware replacement or componentswaps
Basic connectivity and status checks
Loopback and continuity testing
Collection of device status, alarms, logs, and other diagnostic information
Use independent judgment to investigate and resolve Level 1 alerts within the technician’s authorized scope.
Coordinate the response to customer-impacting incidents, including device, power, connectivity, and cabling outages.
Determineand perform the appropriate nextsteps for repair or replacement when authorized.
Engage higher-level technical support or other internal departments when an issue exceeds the position’s scope or authorization.
Follow all customer authorization, change-management, incident-management, and problem-managementrequirements.
Data Center Installations and Cabling
Install and complete customer orders, including:
Cabinet and cage setup
Customer office setup
Equipment installation and decommissioning
Copper and fiber cabling
Cross-connects
Data hall infrastructure
Customer-specific cablingand connectivity requests
Install, label, route, dress, terminate, and test fiber-optic and copper cabling in accordance withcompany standards and customer requirements.
Troubleshoot critical cabling infrastructure using approved test equipment.
Install, test, and certify circuits from end to end using the appropriatetoolsand procedures.
Interpret test results related to optical loss, reflectance, circuit length, continuity, and signal performance.
Build and document circuits in the designated network or circuit-managementsystem.
Perform circuit audits and assistwith inventory validation, documentation cleanup, and special projects.
Verify completed work for accuracy, labeling, connectivity, cleanliness, and compliance before closing the associated service request.
Operational Support
Assistwith onboarding and setting up new customers within the data center.
Support the management and inventory of cabinets, cage materials, tools, fasteners, spare parts, and fiber and copper cabling.
Perform equipment inventories, asset validation, shipping and receiving support, and other approved internal department tasks.
Maintain clean, organized, and safe customer and work areas.
Perform light housekeeping activities directly relatedto completing technical work, including removal of packaging, cable remnants, and work-related debris.
Participate in special projects and support other site teams as business needs require.
Follow all company safety, security, customer-access, and data center operating procedures.
What We Are Looking For:
A demonstrated commitment to delivering a high levelof customer service.
A professional, positive, and collaborative attitude.
Strong verbal and written communication skills.
Strong troubleshooting, problem-solving, and decision-making abilities.
Ability to work independently while recognizing when escalation or additionalauthorization is required.
Ability to read and follow technical procedures, work orders, change records, cable schedules, and customer instructions.
Ability to manage multiple tickets, projects, and shiftingpriorities in a demanding, customer-facing environment.
Strong attention to detail, particularly when documenting work, handling customer equipment, labeling cabling, and validatingcompleted tasks.
Proficiencywith standard computer applications, including email, word-processing, spreadsheet, and ticket-management systems.
Ability to learn new technologies, tools, processes, and customer environments.
Working knowledge of fiber-optic and copper cabling principles.
Working knowledge of optical test measurements, including loss, reflectance, distance, and decibel readings.
Ability to use common cabling test equipment, such as optical power meters, visual fault locators, copper cable testers, and optical time-domain reflectometers, as applicable.
Ability to workeffectively with customers, vendors, contractors, and internal technical teams.
Willingness to participatein an on-call rotation.
Ability to work flexible or extended hours during customer-impacting incidents, maintenance activities, severe weather events, or other emergency situations.
Experience and Skills
Three to five years of customer-service experience in a technology, telecommunications, or data center environment; or
At least two years of technical experience in a customer-focused organization.
Previousexperience working in a data center, network operations, telecommunications, IT support, structured cabling, or critical-facilities environment is preferred.
Experience with ticket-management systems, such as Zendesk, is preferred.
Experience installing and troubleshooting fiber-optic and copper cabling is preferred.
Relevant industry certifications are beneficial but not required.
Education
High school diploma or GED equivalent required.
Associateor bachelor’s degree in information technology, telecommunications, electronics, or a related discipline is preferred.
Relevant military, technical-school, industry-certification, or equivalent professional experience will also be considered.
Work Environment and Physical Requirements
Work is primarily performedwithin an operational data center environment.
Must be able to lift and move equipment or supplies weighing up to 50pounds, with or without reasonable accommodation.
Requires considerable walking, standing, bending, reaching, kneeling, and working around or beneath data center equipment.
May require the use of ladders, carts, lifting devices, hand tools, and personal protective equipment.
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.
As part of our commitment to a safe and secure work environment, all offers of employment for this role are contingent upon successful completion of a background check and pre-employment drug screening.
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.