Service Delivery Technician I

About the role

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.

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.