Service Delivery Technician III

CyrusOne

Aurora, IL

Full Time

Posted April 1, 2026

$35 - $43/hr

Utilities

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Listing evidence and provenance

Source: Workday View original listing
Freshness: Open in the current public read path; this is not an employer guarantee.Last observed October 5, 2026
Classification: Modern power-system classification not yet published for this listing.Legacy source industry field: Utilities
Pay provenance: Employer-provided pay

Job Description

The Service Delivery Technician provides direct support to and is a central point of contact for CyrusOne clients.

Key Responsibilities

Under minimal supervision, the Service Delivery Specialist diagnoses and resolves technical issues in a customer-oriented, team environment. He/she provides smart hands and feet support for the installation, support and architecture of new and existing clients and provides administrative support such as data center access, file restoration and direct server support.
Respond to and open tickets for all incoming calls, e-mail and alerts generated from monitoring platform
Monitor e-mail queue and log all e-mails within the ticketing system
Monitor ticket queue and follow-up on open tickets within designated time frame
Monitor alerts and maintain proper escalation procedures Evaluate Communicate Use independent thinking for resolution for level 1 alerts Escalate issues when appropriate
Act as “Smart Hands and Feet” for client requests
Perform Level 1 response on Windows servers for non-managed and managed clients Level 1 response consists of initial troubleshooting of incidents reported by the client or the monitoring platform: Reboot Hardware swap
Notify clients of alerts & outages
Send maintenance notifications to clients
Review and understand the change & problem management processes
Review and follow-up on outstanding requests
Provide regular feedback to the client on outstanding requests
Report process failures to the supervisor (i.e. lack of updates)
Manage client communications and set appropriate expectations (i.e. delivery date)
Coordinate outage schedules and change documentation
Provide clear shift turnover communication
Operate and maintain infrastructure systems including, but not limited to, cable plant and fiber entrance, power systems, HVAC, raised floor systems, automation and control systems, fire detection and suppression systems and security systems.
Install customer orders including cabinet or cage setup, office setup, cross-connects and cable tests.
Assist in supply management of enclosures, cage materials, shelves, power strips, locks & keys, tools, fasteners, cabling, furniture, etc.
Troubleshoot issues related to the critical infrastructure using test equipment, observation and automation, monitoring and control applications
Perform facility-related services including, but not limited to, janitorial, grounds maintenance, plumbing, fuel, phone system maintenance and set-up and inventory.
Provide level 1 response consisting of: Initial troubleshooting of incidents reported by the client or the monitoring platform Reboots Hardware swaps Setting up new users
Assume the role of change & problem resolution owner and notification point for service requests
Engage next level support staff using established processes

Requirements

Demonstrated desire to provide the highest levels of customer service
Cheerful and enthusiastic attitude
Strong verbal and written communication skills
Good problem solving, decision-making skills
Strong PC skills including word processing and spreadsheets
Ability to learn quickly and develop new product skills independently
Ability to manage multiple projects and shifting workloads in a fast-paced environment
Knowledge of Visio, AutoCad a plus
Knowledge of building automation, monitoring and control systems including Trane Tracer Summit, Square D Power Logic and Caterpillar/ISO Power Lynx a plus
Cable plant management experience
Willingness to adjust hours as required by the business to include being onsite for extended hours during emergency situations such as hurricane.
Hourly Rate: $35-$43/hr
15% shift differential on any hours worked between 6:00PM-6:00AM
Experience/Skills: 5-7 years customer service experience in a technology company and/or 2 years technical experience in a customer-centric company.
Education: Minimum education requirement of High-School diploma or GED equivalent. College degree preferred but will consider applicants with equivalent work-related experience.
Certifications: None