We are seeking a Global Service Desk (GSD) Technician to monitor infrastructure and networks, troubleshoot issues, and handle customer inquiries and escalations through phone, email, and chat. The GSD Technician also handles incidents by acknowledging them, notifying customers per Service Level Agreements (SLAs), and working with the Incident Management team to ensure timely communication. This role collaborates with Account Management, Implementations, Sales, Operations, and Network teams to maintain customer satisfaction and resolve support tickets within SLA guidelines.
***Part-Time Nights and Weekends Shift: Saturday 12AM-12PM + Sunday 12AM-12PM***
Responsibilities:
- Develop a general understanding of data center facility infrastructure, specifically the electrical and mechanical systems used in a data center environment (generators, UPS systems, ATS/STS units, PDU units, Chillers, air handling units, CRAC units)
- Provide exceptional customer service, acting as the initial point of contact for all customer inquiries
- Monitor all sites and alarm conditions, using online tools and systems such as SolarWinds and netFLEX
- Respond to all incoming phone, email, chat, and ticketing queues in adherence to Service Level Agreements (SLA) and team Key Performance Indicators (KPI).
- Perform daily ‘remote hands’ requests on behalf of customers, including tape swaps, racking and stacking, and LAN cabling.
Qualifications:
- Requirements
- Basic ability to identify, diagnose, escalate and/or resolve technical issues pertaining to Internet protocols, TCP/IP, FTP, HTTP.
- High-level knowledge of mission-critical and network monitoring tools
- Preferred Qualifications
- 0-2 years in a Help Desk/IT Support capacity preferred, ideally in a Data Center and/or Server Room environment (hands-on server or network device configuration and management) preferred
- Excellent verbal and written communication skills with a strong customer service mindset, technical aptitude, and keen attention to detail.
- Experience working with a ticketing system such as Zendesk preferred
- Knowledge of Citrix workspace, Active Directory, ServiceNow, and Cisco preferred
- Experience with HP ProLiant servers, Windows 20XX server preferred
Education / Certifications:
- High School Diploma or equivalent required
- Associate’s or Bachelor’s Degree preferred
- CompTIA Network + and DCCA Certification preferred
Work Environment: (Facility Role)
- Work Schedule: Saturday 12AM-12PM and Sunday 12AM-12PM with on-call responsibilities for emergencies and critical issues (on-call shifts vary and include nights, weekends, and holidays to ensure 24/7 coverage).
- Physical Demands: The position involves standing for extended periods, lifting up to 50 pounds, frequent bending and climbing ladders.
Minimum Requirements:
- 3 + years of NOC, Operations, Network, Data Center, and/or Server Room experience.
Experience/Skills:
- Strong verbal and written communication skills.
- Strong customer service, technical aptitude, and attention to detail.
- preferred. Knowledge of Zendesk a plus.
- High-level knowledge of all mission-critical and network monitoring tools. Understanding our Severity Levels and associated escalation procedures.
- General experience and knowledge of data center, network and/or server room configurations experience preferred.
- Knowledge of ticketing systems.
- Cisco route/switch experience a big plus.
Education:
Associates Degree or better preferred, or equivalent work experience
Work Environment and Physical Demands:
General office and data center environment. High stress may occur at times. May involve lifting of equipment and supplies (up to 50 lbs). May include long hours of sitting or standing. Exposure to climate-controlled environment for extended periods of time.
Certifications:
CCNA, MCSA, A+, NETWORK+, or equivalent a huge plus.
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.
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