Service Delivery Technician II

Customer Service and Ticket Management

• Monitor Zendesk, email, and other designated communication channels for new and open customer requests.

• Acknowledge, update, and resolve assigned tickets within established service-level expectations.

• Review requests for completeness and obtain additional information when before beginning work.

• Maintain accurate and detailed ticket documentation, including troubleshooting steps, actions performed, test results, customer communications, and final resolution.

• Provide customers with regular updates on outstanding requests and set clear expectations regarding status, delivery dates, dependencies, and next steps.

• Identify and report process failures, communication gaps, and requests at risk of missing established service levels.

• Provide thorough shift-turnover notes to ensure continuity of service and clear ownership of outstanding work.

• Serve as an escalation and notification point for assigned service requests.

• Escalate incidents, risks, and technical issues to the appropriate support teams using established procedures.

Technical Support and Incident Response

• Function as “Smart Hands and Feet” for customer equipment and infrastructure requests.

• Perform Level 1 troubleshooting for managed and non-managed customer equipment, servers, network devices and associated hardware.

• Respond to incidents reported by customers, monitoring platforms, or internal teams.

• Perform approved troubleshooting activities, including:

• Visual equipment inspections

• Power-cycle and reboot procedures

• Cable tracing and reseating

• Hardware replacement or component swaps

• Basic connectivity and status checks

• Loopback and continuity testing

• Collection of device status, alarms, logs, and other diagnostic information

• Use independent judgment to investigate and resolve Level 1 alerts within the technician’s authorized scope.

• Coordinate the response to customer-impacting incidents, including device, power, connectivity, and cabling outages.

• Determine and perform the appropriate next steps for repair or replacement when authorized.

• Engage higher-level technical support or other internal departments when an issue exceeds the position’s scope or authorization.

• Follow all customer authorization, change-management, incident-management, and problem-management requirements.

Data Center Installations and Cabling

• Install and complete customer orders, including:

• Cabinet and cage setup

• Customer office setup

• Equipment installation and decommissioning

• Copper and fiber cabling

• Cross-connects

• Data hall infrastructure

• Customer-specific cabling and connectivity requests

• Install, label, route, dress, terminate, and test fiber-optic and copper cabling in accordance with company standards and customer requirements.

• Troubleshoot critical cabling infrastructure using approved test equipment.

• Install, test, and certify circuits from end to end using the appropriate tools and procedures.

• Interpret test results related to optical loss, reflectance, circuit length, continuity, and signal performance.

• Build and document circuits in the designated network or circuit-management system.

• Perform circuit audits and assist with inventory validation, documentation cleanup, and special projects.

• Verify completed work for accuracy, labeling, connectivity, cleanliness, and compliance before closing the associated service request.

Operational Support

• Assist with onboarding and setting up new customers within the data center.

• Support the management and inventory of cabinets, cage materials, tools, fasteners, spare parts, and fiber and copper cabling.

• Perform equipment inventories, asset validation, shipping and receiving support, and other approved internal department tasks.

• Maintain clean, organized, and safe customer and work areas.

• Perform light housekeeping activities directly related to completing technical work, including removal of packaging, cable remnants, and work-related debris.

• Participate in special projects and support other site teams as business needs require.

• Follow all company safety, security, customer-access, and data center operating procedures.

• A demonstrated commitment to delivering a high level of customer service.

• A professional, positive, and collaborative attitude.

• Strong verbal and written communication skills.

• Strong troubleshooting, problem-solving, and decision-making abilities.

• Ability to work independently while recognizing when escalation or additional authorization is required.

• Ability to read and follow technical procedures, work orders, change records, cable schedules, and customer instructions.

• Ability to manage multiple tickets, projects, and shifting priorities in a demanding, customer-facing environment.

• Strong attention to detail, particularly when documenting work, handling customer equipment, labeling cabling, and validating completed tasks.

• Proficiency with standard computer applications, including email, word-processing, spreadsheet, and ticket-management systems.

• Ability to learn new technologies, tools, processes, and customer environments.

• Working knowledge of fiber-optic and copper cabling principles.

• Working knowledge of optical test measurements, including loss, reflectance, distance, and decibel readings.

• Ability to use common cabling test equipment, such as optical power meters, visual fault locators, copper cable testers, and optical time-domain reflectometers, as applicable.

• Ability to work effectively with customers, vendors, contractors, and internal technical teams.

• Willingness to participate in an on-call rotation.

• Ability to work flexible or extended hours during customer-impacting incidents, maintenance activities, severe weather events, or other emergency situations.

Experience and Skills

• Three to five years of customer-service experience in a technology, telecommunications, or data center environment; or

• At least two years of technical experience in a customer-focused organization.

• Previous experience working in a data center, network operations, telecommunications, IT support, structured cabling, or critical-facilities environment is preferred.

• Experience with ticket-management systems, such as Zendesk, is preferred.

• Experience installing and troubleshooting fiber-optic and copper cabling is preferred.

• Relevant industry certifications are beneficial but not .

Education

• High school diploma or GED equivalent .

• Associate or bachelor’s degree in information technology, telecommunications, electronics, or a related discipline is preferred.

• Relevant military, technical-school, industry-certification, or equivalent professional experience will also be considered.

Work Environment and Physical Requirements

• Work is primarily performed within an operational data center environment.

• Must be able to lift and move equipment or supplies weighing up to 50 pounds, with or without reasonable accommodation.

• Requires considerable walking, standing, bending, reaching, kneeling, and working around or beneath data center equipment.

• May require the use of ladders, carts, lifting devices, hand tools, and personal protective equipment.

• Must be able to work around varying noise levels, airflow, temperatures, raised floors, overhead infrastructure, and active construction or maintenance activities.

• Must be able to perform the essential duties and physical requirements of the position, with or without reasonable accommodation.