Service Delivery Technician II

The Service Delivery Technician II provides hands-on technical and operational support to CyrusOne customers and serves as a central point of contact for service requests. This position responds to customer requests submitted through the CyrusOne Zendesk ticketing system, email, and approved escalation channels.

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 additional information when required before beginning work.

Maintain accurate and 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 regarding status, delivery dates, dependencies, and next steps.

Identify and 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 support teams 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 devices and 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 component swaps

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.

Determine and perform the appropriate next steps 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-management requirements.

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 cabling and connectivity requests

Install, label, route, dress, terminate , and test fiber-optic and copper cabling in accordance with company standards and customer requirements.

Troubleshoot critical cabling infrastructure using approved test equipment.

Install, test , and certify circuits from end to end using the appropriate tools and 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-management system.

Perform circuit audits and assist with 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

Assist with 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 related to 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 level of 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 additional authorization 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 shifting priorities in a demanding, customer-facing environment.

Strong attention to detail , particularly when documenting work, handling customer equipment, labeling cabling, and validating completed tasks.

Proficiency with 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 work effectively with customers, vendors, contractors, and internal technical teams.

Willingness to participate in 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.

Previous experience 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 .

Associate or 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 performed within an operational data center environment.

Must be able to lift and move equipment or supplies weighing up to 50 pounds, with or without reasonable accommodation.

Requires considerable walking, standing, bending, reaching, kneeling, and working around or beneath dat