Tier One Technician

Responds to incoming customer inquiries via phone, email and webmail within a defined timeframe. Supports initial communication and escalation to a Tier1 resource. Monitors infrastructure, alarm panels, network and customer hardware and adheres to procedures as defined. Daily operational tasks include handling all incoming phone calls from customers, Ticket creation and escalation.

Essential Functions:

• 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

• Monitors all sites utilizing on-line tools and systems such as LogicMonitor

• Responds to all Data Center alarms per policies and procedures

Hours:

• 8pm - 8am

• Weekly rotation:

• Week 1: Thursday, Friday Saturday, Sunday

• Week 2: Friday, Saturday, Sunday

• Ability to work holidays is mandatory

• Ability to cover other shifts for the team as needed

Minimum Requirements:

• Basic ability to identify and escalate technical issues pertaining to network and server communications.

• Strong customer service skills, technical aptitude and attention to detail.

Experience/Skills:

• Ability to communicate clearly in both verbal and written form.

• Ability to understand company Severity Levels and adhere to associated escalation process and procedures.

• High level knowledge of monitoring tools and ticket management systems.

• General experience and knowledge of data center/ server room configurations preferred.

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

• 1-2 year of Server or Network device experience and knowledge preferred.

Education:

• High School Diploma or equivalent required. Associates Degree preferred, or equivalent work experience

Work Environment and Physical Demands:

• All work is conducted On-site: 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:

• MCP, MCSA, A+, NETWORK+, or equivalent preferred

Compensation:

• $24 - $28/hr

• 1.5x OT

• 5% Annual Bonus

• 15% Shift differential for hours worked after 6pm and before 6am.

• Comprehensive health, dental, and vision insurance plans, life and disability insurance, access to mental health resources and employee assistance program.

• 401(k) retirement plan with company match.

• Generous paid time off, holidays and parental leave.

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.