Service Delivery Technician II

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 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.
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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.

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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.