Job Purpose:

The Global Service Desk (GSD) supports customers by ensuring system availability, performance, and a great service experience. Core responsibilities include:

1. Maintaining service availability and customer satisfaction.
2. Troubleshooting, resolving, and escalating alerts and incidents.
3. Coordinating the Incident Management process.
4. Serving as the first point of contact for all customer inquiries.
5. Delivering professional, timely, and consistent support.

As a Global Service Desk (GSD) Technician, you will respond to customer inquiries via phone, email, chat, and ticketing systems within defined service levels. You will perform initial troubleshooting, follow escalation procedures, and communicate clearly to ensure a positive customer experience.

This role requires frequent collaboration with Operations, Network, Technical Support, Service Provisioning, and Sales teams. A strong understanding of data center systems and networks, along with strong communication skills, is essential.

You will monitor infrastructure, network systems, alarms, and customer hardware while following documented processes. The ability to multitask, prioritize, and maintain attention to detail is critical to success.

Daily responsibilities include managing tickets and communication queues, monitoring systems, coordinating escalations, and ensuring KPIs and metrics are achieved.

GSD Technicians play a key role in ensuring timely, effective, and customer-focused technical support.

Essential Functions:

• Deliver responsive, friendly, and effective assistance that consistently creates an exceptional customer experience.

• Initial point of contact for all customer inquiries (phone/email/chat).

• Verify contacts against authorized records.

• Ensure all communications — including emails, messages, tickets, chats, and phone calls — are acknowledged and handled within the approved SLO.

• Follow documented GSD processes, procedures, SLAs, and KPIs.

• Monitor sites and infrastructure using tools such as SolarWinds and NetFlex, identify alarm conditions, and respond in accordance with established escalation procedures and SEVERITY level processes.

• Complete shift turnover in accordance with established documentation.

• Maintain a general understanding of networks, servers, DNS, and core tools (ServiceNow, Salesforce, ProxyClick, Citrix, C-Cure, SendGrid, etc.).

• Maintain a general understanding of data center systems (Generators, UPS, ATS/STS, PDUs, Chillers, AHUs, CRAC units).

• Support process updates and maintain documentation for leadership review.

• Ensure all incidents are logged accurately.

• Support users with navigating and utilizing all capabilities within the CyrusOne Customer Portal.

• Serve as a central resource to help customers and internal teams find answers, solutions, or the right point of contact.

• Identify and recommend process improvements.

• The ability to work holidays and/or weekends is mandatory.

• Provide coverage for team PTO when needed.

• Perform additional responsibilities as assigned.

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.