Service Delivery Technician I

Location: Wood Dale, Illinois, United States; onsite work required, including extended hours during emergencies and an on-call rotation.

Company

hirify.global is an equal opportunity employer that provides reasonable accommodations for qualified applicants.

What you will do

• Respond to calls, emails, monitoring alerts, and tickets while maintaining follow-up, escalation, and shift-turnover procedures.
• Provide Level 1 troubleshooting for Windows servers, including reboots, hardware swaps, customer setup, and escalation to next-level support.
• Manage client communications, service-request ownership, change documentation, outage schedules, and delivery expectations.
• Install customer orders, including cabinets, cages, offices, cross-connects, cable tests, and circuit builds in network management systems.
• Troubleshoot critical cabling infrastructure, certify circuits end to end with test equipment, and coordinate repairs or replacements.
• Support inventory, supplies, janitorial tasks, circuit audits, and internal projects.

Requirements

• 3–5 years of customer service experience in a technology company or 2 years of technical experience in a customer-focused company.
• Strong verbal and written communication, problem-solving, decision-making, PC, word-processing, and spreadsheet skills.
• Knowledge of reflectance, length, and decibel loss measurements using test equipment.
• High-school diploma or GED equivalent; a college degree is preferred, with equivalent work experience considered.
• Ability to manage multiple projects, shifting workloads, and physical duties including lifting up to 50 pounds, walking, bending, and standing.
• U.S. citizenship may be required for government contract or security clearance reasons.

Nice to have

• Knowledge of Visio or AutoCAD.
• Knowledge of the ITIL framework and service-level standards.

Culture & Benefits

• Full-time employment with a customer-focused service environment.
• Participation in an on-call rotation and availability for extended onsite hours during emergency situations.
• Reasonable accommodation is available for qualified individuals with disabilities.