Service Delivery Technician – Level 1-3

CyrusOne

Service Delivery Technician supporting CyrusOne’s data center clients, tickets, and smart-hands operations. Maintaining infrastructure and resolving technical issues across Sterling and Ashburn facilities.

Posted 8/19/2026full-timeSterling • Virginia • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills and technical proficiency in managing ticket queues and troubleshooting Windows servers. Capable of coordinating client communications and managing infrastructure systems effectively.

Highest-signal resume keywords

Customer Service ExperienceTicket Queue ManagementLevel 1 TroubleshootingBuilding Automation KnowledgeMicrosoft Word and Excel Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Level 1 TroubleshootingWindows Server ManagementCable Plant ManagementChange Management ProcessesCircuit CertificationHardware SwapsEquipment InstallationCross-ConnectsCable TestingEscalation Procedures

Soft Skills

Clear Communication SkillsProblem-Solving AbilityIndependent Decision-MakingCustomer CommitmentAbility to Manage Multiple Priorities

Tools & Technologies

Ticketing SystemTest EquipmentVisioAutoCADTrane Tracer SummitSquare D Power LogicCaterpillar/ISO Power Lynx

Certifications & Qualifications

High School Diploma or GEDBackground CheckPre-Employment Drug Screening

Industry Keywords

ITIL FrameworkCustomer-Centric RoleInfrastructure SystemsSmart Hands and Feet SupportFlexible ScheduleOn-Call Rotation

About the role

Key responsibilities & impact

Serve as the central point of contact for clients
Respond to and log calls, emails, and monitoring alerts in the ticketing system
Provide smart hands and feet support, including racking and unracking equipment
Install customer orders, including cabinet and cage setup, cross-connects, and cable tests
Monitor ticket queues and follow up on open requests within designated timeframes
Maintain escalation procedures
Perform Level 1 troubleshooting on Windows servers, including reboots, hardware swaps, and new user setup
Manage supplies including enclosures, cage materials, cabling, tools, fasteners, locks, keys, and furniture
Coordinate outage schedules, change documentation, and shift turnover communications
Manage client expectations regarding delivery dates, outstanding requests, and open issues
At senior levels, operate and maintain cable plant, power systems, HVAC, raised floor, fire suppression, automation, and security systems
Diagnose and resolve complex issues independently at senior levels

Requirements

What you’ll need

Level I: 0–1 years of customer service experience in a technology company, or up to 2 years of technical experience in a customer-centric role
Level I: High School diploma or GED required; college degree preferred
Level II: 3–5 years of customer service experience in a technology company, or 2+ years of technical experience in a customer-centric role
Level II: Ability to independently manage ticket queues, execute change and problem management processes, and certify circuits end-to-end using test equipment
Level II: Knowledge of reflectance, decibel loss, ITIL framework, Visio, or AutoCAD a plus
Level III: 5–7 years of customer service experience in a technology company, or 2+ years of technical experience in a customer-centric role
Level III: Ability to diagnose and resolve complex technical issues with minimal supervision
Level III: Experience managing cable plant, supporting infrastructure systems, and owning client communication and change resolution
Level III: Knowledge of building automation and control systems, including Trane Tracer Summit, Square D Power Logic, and Caterpillar/ISO Power Lynx, a plus
Genuine commitment to high levels of customer service
Clear verbal and written communication skills
Strong problem-solving and independent decision-making ability
Proficiency with Microsoft Word and Excel and ability to learn new tools and platforms
Ability to manage multiple priorities in a fast-paced environment
Willingness to work a flexible schedule, including on-call rotation and extended emergency hours
Ability to lift up to 50 pounds and perform considerable walking, bending, and standing
U.S. Citizenship may be required pursuant to a government contract requirement and/or security clearance reasons
Successful background check and pre-employment drug screening required

Benefits

Comp & perks

Career growth with defined progression and ongoing development investment
Support for cutting-edge AI, hyperscale, and cloud infrastructure
Award-winning people-first culture
Reasonable accommodation for qualified individuals with disabilities