We are seeking a Global Service Desk (GSD) Technician to monitor infrastructure and networks, troubleshoot issues, and handle customer inquiries and escalations through phone, email, and chat. The GSD Technician also handles incidents by acknowledging them, notifying customers per Service Level Agreements (SLAs), and working with the Incident Management team to ensure timely communication. This role collaborates with Account Management, Implementations, Sales, Operations, and Network teams to maintain customer satisfaction and resolve support tickets within SLA guidelines.

Part-Time Nights and Weekends Shift: Saturday 12AM-12PM + Sunday 12AM-12PM

Responsibilities:

• Develop a general understanding of data center facility infrastructure, specifically the electrical and mechanical systems used in a data center environment (generators, UPS systems, ATS/STS units, PDU units, Chillers, air handling units, CRAC units)

• Provide exceptional customer service, acting as the initial point of contact for all customer inquiries

• Monitor all sites and alarm conditions, using online tools and systems such as SolarWinds and netFLEX

• Respond to all incoming phone, email, chat, and ticketing queues in adherence to Service Level Agreements (SLA) and team Key Performance Indicators (KPI).

• Perform daily ‘remote hands’ requests on behalf of customers, including tape swaps, racking and stacking, and LAN cabling.

Qualifications:

• Requirements

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

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

• Preferred Qualifications

• 0-2 years in a Help Desk/IT Support capacity preferred, ideally in a Data Center and/or Server Room environment (hands-on server or network device configuration and management) preferred

• Excellent verbal and written communication skills with a strong customer service mindset, technical aptitude, and keen attention to detail.

• Experience working with a ticketing system such as Zendesk preferred

• Knowledge of Citrix workspace, Active Directory, ServiceNow, and Cisco preferred

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

Education / Certifications :

• High School Diploma or equivalent required

• Associate’s or Bachelor’s Degree preferred

• CompTIA Network + and DCCA Certification preferred

Work Environment: (Facility Role)

• Work Schedule: Saturday 12AM-12PM and Sunday 12AM-12PM with on-call responsibilities for emergencies and critical issues (on-call shifts vary and include nights, weekends, and holidays to ensure 24/7 coverage).

• Physical Demands: The position involves standing for extended periods, lifting up to 50 pounds, frequent bending and climbing ladders.

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.

Welcome to the CyrusOne Career Portal! A great opportunity awaits you so don't delay, apply today!

CyrusOne is proud to be recognized as a Top Work Place by USA Today. Celebrated for our company culture, CyrusOne stands out for its commitment to core values such as community, agility, respect, an enjoyable workplace, ethics, and exceptional service. This accolade reflects CyrusOne’s dedication to creating an engaging, respectful, and growth-oriented environment, underpinned by integrity, which not only enhances customer satisfaction but also contributes to the company’s overall success.

CyrusOne is a leading global data center developer and operator specializing in delivering state-of-the-art digital infrastructure solutions. With more than 50 high-performance mission-critical facilities worldwide, the Company ensures the continued operation of digital infrastructure for nearly 1,000 customers, including approximately 200 Fortune 1000 companies.

CyrusOne’s leading global platform of hybrid-cloud and multi-cloud deployments offers customers colocation, hyperscale, and build-to-suit environments, which help enhance the strategic connections of their essential data infrastructures and support the achievement of sustainability goals. CyrusOne data centers offer world-class flexibility, enabling clients to modernize, simplify, and rapidly respond to changing demands. Combining exceptional financial strength, a broad global footprint, and continued investment in key digital gateway markets, CyrusOne provides the world’s largest companies with long-term stability and strategic advantage at scale. For more information, please visit cyrusone.com (https://protect-us.mimecast.com/s/yRv0Cv2rY1irrOmMUQ2LCm?domain=cyrusone.com/) .