CyrusOne Tier One Technician in Totowa, New Jersey
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.
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
Monitors all sites utilizing on-line tools and systems such as Solar winds and CA Nimsoft
Responds to all Data Center alarms per policies and procedures
Ability to work holidays is mandatory
1-2 year of Data Center, and Server Room experience.
1-2 year of Server or Network device experience and knowledge.
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 and escalate technical issues pertaining to network and server communications.
High level knowledge of monitoring tools and ticket management systems.
General experience and knowledge of data center/ server room configurations preferred.
- High School Diploma or equivalent required. Associates Degree 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.
- MCP, MCSA, A+, NETWORK+, or equivalent preferred
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. If you need to request an accommodation, please contact our Human Resources at 214.488.1365 (Option 7) or by email at HR@cyrusone.com .
CyrusOne’s data center offerings provide the flexibility, reliability, and security that enterprise customers require and are delivered through a tailored, customer service-focused platform designed to foster long-term relationships. CyrusOne’s National IX platform provides robust connectivity options to drive revenue, reduce expenses, and improve service quality for enterprises, content, and telecommunications companies. CyrusOne is committed to full transparency in communication, management, and service delivery throughout its more than 30 data centers worldwide.
The company provides mission-critical data center facilities that protect and ensure the continued operation of IT infrastructure for hundreds of customers, including many of the Fortune 20 the Fortune 1000 lists of enterprise companies.