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:
2pm - 2am
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.