Service Delivery Technician II

Location: Aurora, Illinois, United States; onsite. The role may require extended onsite hours during emergencies and participation in an on-call rotation. U.S. citizenship may be required for government contract or security clearance reasons.

Employment type: Full time

Company

hirify.global operates data center infrastructure and provides services supporting client technology environments.

What you will do

• Respond to calls, emails, and monitoring alerts; open, own, update, and escalate service tickets.
• Perform Level 1 troubleshooting on Windows servers, including reboots, hardware swaps, initial incident diagnosis, and new customer setup.
• Act as on-site “smart hands and feet” for client requests and provide updates on outstanding work.
• Install customer orders, including cabinet or cage setups, office setups, cross-connects, and cable tests.
• Troubleshoot and certify critical fiber and copper cabling infrastructure using test equipment, then perform repair or replacement steps.
• Coordinate outage schedules, change documentation, shift turnover, circuit database updates, audits, and special projects.

Requirements

• 3–5 years of customer service experience in a technology company or 2 years of technical experience in a customer-centric company.
• High-school diploma or GED equivalent; a college degree is preferred, with equivalent work experience considered.
• Strong verbal and written communication, customer service, problem-solving, decision-making, PC, word-processing, and spreadsheet skills.
• Ability to learn independently, manage multiple projects, and adapt to shifting workloads in a fast-paced environment.
• Knowledge of reflectance, length, and decibel loss measurements using test equipment.
• Ability to work onsite for extended emergency periods and participate in an on-call rotation; U.S. citizenship may be required for certain contracts or clearances.

Nice to have

• Knowledge of Visio or AutoCAD.
• Knowledge of the ITIL framework and service-level standards.
• College degree or equivalent additional education.

Culture & Benefits

• Customer-focused service environment with direct client communication and ownership of requests.
• Work includes collaboration with next-level support staff and internal departments.
• Physical work may include lifting equipment and supplies up to 50 pounds, walking, bending, and standing.
• Reasonable accommodations are available for qualified individuals with disabilities.