Global Service Desk (GSD) Technician I

The Global Service Desk (GSD) supports customers by ensuring system availability, performance, and a great service experience. Core responsibilities include:

1. Maintaining service availability and customer satisfaction. 2. Troubleshooting, resolving, and escalating alerts and incidents.

3. Coordinating the Incident Management process.

4. Serving as the first point of contact for all customer inquiries.

5. Delivering professional, timely, and consistent support.

• Deliver responsive, friendly, and effective assistance that consistently creates an exceptional customer experience.
• Initial point of contact for all customer inquiries (phone/email/chat).
• Verify contacts against authorized records.
• Ensure all communications — including emails, messages, tickets, chats, and phone calls — are acknowledged and handled within the approved SLO.
• Follow documented GSD processes, procedures, SLAs, and KPIs.
• Monitor sites and infrastructure using tools such as SolarWinds and NetFlex, identify alarm conditions, and respond in accordance with established escalation procedures and SEVERITY level processes.
• Complete shift turnover in accordance with established documentation.
• Maintain a general understanding of networks, servers, DNS, and core tools (ServiceNow, Salesforce, ProxyClick, Citrix, C-Cure, SendGrid, etc.).
• Maintain a general understanding of data center systems (Generators, UPS, ATS/STS, PDUs, Chillers, AHUs, CRAC units).
• Support process updates and maintain documentation for leadership review.
• Ensure all incidents are logged accurately.
• Support users with navigating and utilizing all capabilities within the CyrusOne Customer Portal.
• Serve as a central resource to help customers and internal teams find answers, solutions, or the right point of contact.
• Identify and recommend process improvements.
• The ability to work holidays and/or weekends is mandatory.
• Provide coverage for team PTO when needed.
• Perform additional responsibilities as assigned.

• 0-2 years of data center or server room experience
• 0–2 years of hands-on server and/or network configuration experience

• Ability to type 40 WPM.
• Excellent verbal and written communication skills.
• Strong customer service, technical aptitude, and attention to detail.
• Basic ability to identify, diagnose, escalate and/or resolve basic technical issues pertaining to Networks.
• Proficiency with Microsoft Excel, Word, PowerPoint, Outlook, and Teams.
• Knowledge of ticketing systems (Zendesk, ServiceNow, Salesforce) is a plus.
• High-level knowledge of all mission-critical and network monitoring tools.
• Ability to read & follow outlined processes and procedures.
• General experience and knowledge of data center, network and/or server room configurations experience.
• General knowledge of Active Directory is a plus.
• Demonstrates ability to work under pressure and manage multiple concurrent priorities.
• Required to learn quickly and adapt to changing requirements.

• High School Diploma or equivalent required.
• Associate degree or equivalent work experience preferred.

• CompTIA Network + preferred.
• DCCA Certification preferred.