Data Center Customer Operations III

　　Equinix is the world's digital infrastructure company, operating 250 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

　　We are a fast-growing global company with 20+ years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.

　　Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

　　Job Summary

　　The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests within the Data Center, including Expedite/Negotiate, Trouble tickets, Smart-hands, Installation/De-installation of Cages/Cabinets/Cabling, Custom Orders, Tape backups, Escorts services, Network Support, Logistics Support and Security Support. The Data Cent Customer Operations Engineer is also responsible for handling BMS alarm monitoring, first level escalation on any incidents and performing daily site rounds to ensure that the Data Centre is maintained in a first-class condition.

　　Responsibilities

　　Queue Management / Reporting

　　Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment timesEscalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of non-standard procedure escalation requestsEnsures adherence to commit times within standard operating proceduresMaintains detailed written records of all work activityUpdates local asset databases and other systems

　　Installations

　　Rack and stack semi-routine customer equipment ticketsSupports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs, which may include: fiber trays, ladder racks, customer equipment and cabinetsSemi-basic cage installs for mesh and overhead cable trays; and performs tape changes and standard operating back-up changes

　　Cross-Connect

　　Supports semi-routine datacenter standard operating cross-connect work order requests for installation, terminations, and modificationsEnsures the standard operating procedures are followed on cable management of coaxial, fiber, twisted pair copper, and semi-routine intra-building cross connectsInstall basic connect circuits (switched, multiplexed, etc.), under supervision

　　Testing / Troubleshooting

　　Supports semi-routine standard operating testing and standard operating installations of customer assetsSupports standard operating procedures of layer 1 cross-connect certification testingMay perform standard operating layer 2 and layer 3 testing, under supervision

　　Stakeholder Partnership

　　Supports the operations and security personnel team for breaks or other activities, when necessarySupports standard operating procedural tasksProvides back-up assistance to team members when necessary

　　Customer Management

　　Supports customer satisfaction with timely adherence to following semi-routine execution order requirementsDelivers a high level of service and an excellent customer experience when interfacing with customersEnsure time expectations on new deployments and existing alterations, by following standard operating procedure guidelinesSupports customers on-site by through access control and escorting services

　　Projects

　　Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervisionSupports vendors on projectsSupports physical customer audits

　　Training

　　Completes all assigned training in a timely mannerMay provide support to new hires

　　Incident Management

　　Assists more senior staff with responding to all on-site incidents and acts as directed

　　Collaboration

　　May work internally or with other departments to support and increase efficiencies and reduce potential failure scenarios

　　Qualifications

　　Typically requires a high school diploma and 1 year of equivalent work experienceWillingness to work on rotating shiftsAbility to work independently and as part of a teamExcellent communication and interpersonal skills

　　Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

　　Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

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