Our Global Service Desk (NOC) Technician responds to incoming customer inquiries via phone, email and webmail within a defined timeframe. Performs initial troubleshooting and uses proper communication and escalation processes. Monitors infrastructure, alarm panels, network and customer hardware and adheres to procedures as defined. Daily operational tasks include data center walk through to check critical areas, remote hands requests, and working the ticket system to drive results and customer satisfaction.

Essential Functions:

• Is initial point of contact (phone/emails/webmail) for all customer inquiries
• Verifies all contacts against database to ensure that contact is authorized to open a trouble ticket
• Acknowledges all incoming email and web ticket inquiries within 15 minutes of receipt
• Provides superior customer service to all customers
• Effectively coordinates and communicates with other teams
• Adheres to customer-specific procedures and Service Level Agreements (SLA)
• Monitors all alarm conditions; follows escalation policies and procedures and SEVERITY Level processes
• Creates and maintains written procedures
• Completes shift turnover at the onset and end of each shift
• Is competent with hardware configuration and support including server builds, rack and stacking, equipment and LAN cabling including cross connects
• Works directly with vendors as appropriate to fulfill requests and address issues
• Monitors all sites utilizing on-line tools and systems such as Solar winds and CA Nimsoft
• Understands facility infrastructure specifically to the electrical and mechanical systems used in a data center environments including: Generators, UPS systems, ATS/STS units, PDU units, Chillers, air handling units, CRAC units
• Checks Data Center critical areas as defined and reports issues found
• Responds to all Data Center alarms per policies and procedures
• Performs daily remote hands including tape swaps, DNS changes, Active Directory account creation and password resets, RFCs and other customer requests
• Generates customer reports

Minimum Requirements:

1-2 year of Data Center, and Server Room experience.

1-2 year of Hands on Server or Network device configuration and management.

 Experience/Skills:  

• Strong customer service skills, technical aptitude and attention to detail.
• Ability to communicate clearly in both verbal and written form.
• Ability to understand company Severity Levels and adhere to associated escalation process and procedures.
• Basic ability to identify, diagnose, escalate and/or resolve moderate technical issues pertaining to network and server communications.
• Experience with HP ProLiant servers, VMware virtual platforms, Windows 2008/2012 server, RedHat Enterprise Server, Cisco ASA, and Cisco switching products.
• Knowledge of CommVault, Veeam backup products.
• High level knowledge of monitoring tools and ticket management systems.
• General experience and knowledge of data center/ server room configurations preferred.

Education:

High School Diploma or equivalent required

Associates Degree preferred, or equivalent work experience

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.