Data Center Customer Operations IV

　　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 Center 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 orders in the queue and works on moderately difficult requests by adhering to commitment timesSupports cross-functional teams to collaborate on customer ticketsEnsures any necessary reporting is complete and accurate; supports ad-hoc reporting requestsActively provides input and makes recommendations to processesMaintains detailed written records of all work activityUpdates local asset databases and other systems

　　Installations

　　Handles moderately difficult rack and stack customer equipment ticketsAble to read moderately difficult installation spreadsheet plans and supports implementing installations accordinglySupports the installation of moderately difficult installs, which may include: overhead cable trays, cage mesh, cabinets, and cable management/support systems; circuits for fiber terminations; cable distribution trays, cabinets, and cable management/support systems; and performs tape changes and back-up necessitiesRecognizes and raises capacity concerns for infrastructure expansions needs and cabling where neededPerforms quality checks on both cross-connects and on-site support tickets and recommends improvements

　　Cross-Connect

　　Supports moderately difficult datacenter cross-connect work, requiring substantial understanding of operating procedures 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 connectsInstalls and tests moderately difficult cross-connect circuits (switched, multiplexed, etc.)

　　Testing / Troubleshooting

　　Supports moderately difficult layer 1, 2 and 3 cross-connect certification testing and standard operating installations of customer assetsSupports the troubleshooting of moderately difficult circuits (i.e., switched, multiplexed, etc.)Escalates more advanced circuits and supports as neededWorks with customers to troubleshoot issues and uses experience gained to recommend solutions

　　Stakeholder Partnership

　　Monitors stock levels and proactively addresses needs for materials with proper teamsProvides escalated work order support and supports dispatch of alarmsMay provide back-up support to security personnel, if needed

　　Customer Management

　　Supports customer satisfaction through timely and precise order executionDelivers a high level of service and an excellent customer experience when interfacing with customersMonitors time expectations on new deployments and existing alterations in accordance with standard operating procedure guidelinesSupports customers on-site by through access control and escorting servicesPoint of Contact (POC) for supporting moderately difficult customer requests, exceptions, or escalations

　　Projects

　　Supports and partners with team members on projects as directedCoordinates vendors for various Data Center related projectsPerforms quality assurance on new customer installation or deployments

　　Training

　　Completes all assigned training in a timely mannerMay provide guidance and support to more junior team members and new hires

　　Incident Management

　　Lead and assists more junior 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 1-2 years 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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