Job Description

The Global Service Desk has five main roles:
1. Ensuring service availability, performance, and customer satisfaction.
2. Troubleshoot, resolve, or escalate alerts/alarms on customer services.
3. Coordinating the Incident Management process.
4. Act as the initial point of contact for all customer inquiries.
5. Provide customers with exceptional service that helps create and maintain the ideal customer experience.

As a Global Service Desk (GSD) Technician, you will be responsible for responding to customer inquiries through various communication channels such as phone, email, chat, and ticketing systems within a defined timeframe. You will perform initial troubleshooting and utilize proper communication and escalation procedures to ensure customer satisfaction.

You will frequently interact with technical support, service provisioning, and sales teams in this role. Therefore, clear and concise communication skills are essential. You will also work closely with the Operations and Network teams, requiring you to develop a good all-around understanding of data center systems and networks.

Diligence and attention to detail are key skills required for this role. You will be responsible for monitoring infrastructure, alarm panels, network, and customer hardware while adhering to procedures as defined. Multi-tasking and prioritizing work appropriately are also essential skills.

Your daily operational tasks will include managing ticket, email, phone, and chat queues, monitoring systems, coordinating customer escalations and working the ticket system to ensure KPIs and metrics are met.

A GSD Technician is critical in ensuring customer satisfaction by providing timely and effective technical support.

Essential Functions:

• Provide exceptional customer service to all customers that lead to an exceptional customer experience

• Is the initial point of contact for all customer inquiries (phone/email/chat)

• Verifies contacts against a database to ensure contacts are authorized to open tickets.

• Acknowledge all incoming email and web ticket inquiries within 15 minutes of receipt.

• Answer all phone calls within 10 seconds or less

• Adheres to customer-specific procedures, Service Level Agreements (SLA), and team KPIs

• Monitors all alarm conditions; follows escalation policies and procedures and SEVERITY level processes

• Completes shift turnover at the onset and end of each shift

• Monitors all sites utilizing online tools and systems such as SolarWinds

• General understanding of facility infrastructure, specifically the electrical and mechanical systems used in a data center environment, including Generators, UPS systems, ATS/STS units, PDU units, Chillers, air handling units, CRAC units

• Responds to all Network and Data Center monitoring alarms per policies and procedures

• May be asked to perform daily remote hands and other customer requests, including tape swaps, rack and stack equipment, and LAN cabling

• The ability to work holidays and weekends is mandatory

• Provide coverage for PTO and time-off requests of other technicians

• Knowledge of Citrix workspace

• Perform basic Active Directory functions (password resets, account unlocks, etc.)

• Provides hardware configuration and support, including server builds, rack and stacking equipment, and LAN cabling

• Additional responsibilities needed at management discretion

Minimum Requirements:

• 0-2 years of Data Center and Server Room experience

• 0-2 years of Hands-on server or network device configuration and management

Experience/Skills:

• Ability to type 35 words per minute.

• Strong verbal and written communication skills.

• Strong customer service, technical aptitude, and attention to detail.

• Basic ability to identify, diagnose, escalate and/or resolve moderate technical issues pertaining to Internet protocols, TCP/IP, FTP, HTTP.

• Experience with HP ProLiant servers, Windows 20XX server preferred.

• Knowledge of Zendesk (or a similar ticketing system)is a plus.

• High-level knowledge of all mission-critical and network monitoring tools.

• Ability to read & follow outlined processes and procedures.

• General experience and knowledge of data center, network and/or server room configurations experiencerequired

• Cisco router/switch experience preferred.

• General knowledge of Active Directory is a plus.

• ServiceNow experience is a plus.

Education:

• High School Diploma or equivalent required

• Associate degree or equivalent work experience preferred.

Work Environment and Physical Demands

• General office and data center environment. High stress may occur at times. May involve lifting equipment and supplies (up to 50 lbs.). This may include long hours of sitting or standing. Exposure to climate-controlledenvironments for extended periods

Certifications:

• CompTIA Network + preferred

• DCCA Certification preferred.

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.