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The Global Service Center (C) have three main roles:

1. to ensure maximum possible service availability and performance

2. to monitor and handle alerts/alarms on customer network services

3. to coordinate incident management process

These result in a highly diverse range of duties for the GSC - our technicians are required to ensure they are fulfilled in a timely, co-operative and professional manner. We interact frequently with technical support, service provisioning and sales teams so it's important that we are clear and concise in our communications. We also work very closely with the Engineering team and as such need to develop a good all-round understanding of systems and networks. Diligence and attention to detail are also key skills along with an ability to multi-task and prioritize work appropriately.

Responds to customer incoming inquiries via phone, email, chat and web mail within a defined timeframe. Performs initial troubleshooting and uses proper communication and escalation. Monitors infrastructure, alarm panels, network and customer hardware and adheres to procedures as defined. Daily operational tasks include ticket, email, phone and chat queues, monitoring systems, coordinating customer escalations, and working the ticket system to ensure KPI’s and metrics are met.

Essential Functions:

+ Is initial point of contact (phone/emails/web mail/chat) for all customer inquiries

+ Verifies all contacts against data base to ensure that contact is authorized to open a trouble ticket

+ Acknowledges all incoming email and web ticket inquiries within 15 minutes of receipt

+ Answer all phone calls within 5 seconds or less

+ Provides superior customer service to all customers

+ Adheres to customer-specific procedures and Service Level Agreements (SLA) as well as team KPI’s

+ Monitors all alarm conditions; follows escalation policies and procedures and SEVERITY Level processes

+ Completes shift turnover at the onset and end of each shift

+ Provides hardware configuration and support including server builds, rack and stacking, equipment and LAN cabling

+ Monitors all sites utilizing on-line tools and systems such as Solar winds and System Center Ops Manager

+ Understands facility infrastructure specifically to the electrical and mechanical systems used in a data center environment including: Generators, UPS systems, ATS/STS units, PDU units, Chillers, air handling units, CRAC units

+ Responds to all Network and Data Center monitoring alarms per policies and procedures

+ May be asked to perform daily remote hands including tape swaps, DNS changes, RFCs and other customer requests

+ Generates weekly customer web and network reports

+ Ability to work holidays and/or weekends is mandatory

Minimum Requirements:

+ 3 + years of NOC, Operations, Network, Data Center, and/or Server Room experience.

Experience/Skills:

+ Strong verbal and written communication skills.

+ Strong customer service, technical aptitude, and attention to detail.

+ preferred. Knowledge of Zendesk a plus.

+ High-level knowledge of all mission-critical and network monitoring tools. Understanding our Severity Levels and associated escalation procedures.

+ General experience and knowledge of data center, network and/or server room configurations experience preferred.

+ Knowledge of ticketing systems.

+ Cisco route/switch experience a big plus.

Education:

+ Associates Degree or better 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.

Certifications:

+ CCNA, MCSA, A+, NETWORK+, or equivalent a huge plus.

Minimum Requirements:

7 + years of NOC, Operations, Network, Data Center, and/or Server Room experience.

Experience/Skills:

Strong verbal and written communication skills.

Strong customer service, technical aptitude and attention to detail.

Basic ability to identify, diagnose, escalate and/or resolve moderate technical issues pertaining to Internet protocols, TCP/IP, FTP, HTTP. Experience with HP ProLiant servers, Windows 2XXX server preferred. Knowledge of Zendesk a huge plus.

High level knowledge of all mission critical and network monitoring tools. Understanding our Severity Levels and associated escalation procedures.

General experience and knowledge of data center, network and/or server room configurations experience required.

Knowledge of ticketing systems.

Cisco route/switch experience required.

Education:

Bachelor Degree or better required, 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.

Certifications:

MCP, MCSA, A+, NETWORK+, MCSE Network or equivalent required, CCNA, CCDA, CCNP, JNCIA, JNCIP or JNCIS 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.

Welcome to the CyrusOne Career Portal! A great opportunity awaits you so don't delay, apply today!

CyrusOne may use artificial intelligence to assess how your application matches the job requirements. The final hiring decision is always made by our team. You may opt out of AI screening without affecting your candidacy. For additional details on opting out, or our AI Recruiting Policy click here .

CyrusOne is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.

If you need special assistance or an accommodation while seeking employment, please email [email protected] or call: 806-589-0141. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

CyrusOne is proud to be recognized as a Top Work Place by USA Today. Celebrated for our company culture, CyrusOne stands out for its commitment to core values such as community, agility, respect, an enjoyable workplace, ethics, and exceptional service. This accolade reflects CyrusOne’s dedication to creating an engaging, respectful, and growth-oriented environment, underpinned by integrity, which not only enhances customer satisfaction but also contributes to the company’s overall success.

CyrusOne is a leading global data center developer and operator specializing in delivering state-of-the-art digital infrastructure solutions. With more than 50 high-performance mission-critical facilities worldwide, the Company ensures the continued operation of digital infrastructure for nearly 1,000 customers, including approximately 200 Fortune 1000 companies.

CyrusOne’s leading global platform of hybrid-cloud and multi-cloud deployments offers customers colocation, hyperscale, and build-to-suit environments, which help enhance the strategic connections of their essential data infrastructures and support the achievement of sustainability goals. CyrusOne data centers offer world-class flexibility, enabling clients to modernize, simplify, and rapidly respond to changing demands. Combining exceptional financial strength, a broad global footprint, and continued investment in key digital gateway markets, CyrusOne provides the world’s largest companies with long-term stability and strategic advantage at scale. For more information, please visit cyrusone.com (https://protect-us.mimecast.com/s/yRv0Cv2rY1irrOmMUQ2LCm?domain=cyrusone.com/) .

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.

The law requires CyrusOne to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following link: Know Your Rights (http://40201568.fs1.hubspotusercontent-na1.net/hubfs/40201568/Website%20Documents%202025/EEOC\_KnowYourRights.pdf)

CyrusOne will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision (http://40201568.fs1.hubspotusercontent-na1.net/hubfs/40201568/Website%20Documents%202025/PayTransparencyPoster.pdf) for more information.

As a Federal Contractor, CyrusOne is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link: E-Verify. (http://40201568.fs1.hubspotusercontent-na1.net/hubfs/40201568/Website%20Documents%202025/EVerifyParticipationPoster.pdf)