Service Delivery Technician II

Location: Sterling, VA; onsite work required, including 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.

Company

hirify.global operates data center infrastructure and provides client-focused technology and facility services.

What you will do

• Respond to calls, emails, monitoring alerts, and client requests; open, update, own, escalate, and close tickets.
• Perform Level 1 troubleshooting for Windows servers, including initial incident diagnosis, reboots, hardware swaps, and new customer setup.
• Manage client communications, expectations, outstanding requests, change documentation, outage schedules, and shift handovers.
• Install customer orders, including cabinets or cages, office setups, cross-connects, and cable tests.
• Troubleshoot critical cabling infrastructure, certify circuits end to end with test equipment, and perform repair or replacement steps.
• Build circuits in an online network management database, perform circuit audits, manage supplies, and support internal tasks 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.
• Minimum high-school diploma or GED equivalent; equivalent work-related experience may be considered.
• Strong verbal and written communication, customer service, problem-solving, and decision-making skills.
• Strong PC skills, including word processing and spreadsheets, with the ability to learn quickly and develop new product skills independently.
• Ability to manage multiple projects and shifting workloads in a fast-paced environment.
• Knowledge of reflectance, length, and decibel loss as used in test equipment.
• Willingness to adjust working hours, including extended onsite work during emergency situations, and participate in an on-call rotation.
• Ability to perform the physical requirements of the role, including lifting equipment and supplies up to 50 pounds and considerable walking, bending, and standing.

Nice to have

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

Culture & Benefits

• Client-focused service role with responsibility for clear communication and appropriate expectations.
• Structured escalation, change management, problem management, and service-level processes.
• Reasonable accommodations are available for qualified individuals with disabilities in accordance with applicable laws.
• Equal employment opportunity is provided without regard to legally protected characteristics.