Who are we
Equinix is the worlds 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 to
Equinix is the worlds digital infrastructure company®, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
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.
Data Center Customer Operations III
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.
Responsibilities
Queue Management / Reporting
Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times
Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision is needed on escalating non-standard procedure escalation requests
Ensures adherence to commit times within standard operating procedures
Maintains detailed written records of all work activity
Updates local asset databases and other systems
Installations
Rack and stack semi-routine customer equipment tickets
Supports 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 cabinets
Semi-basic cage installs for mesh and overhead cable trays; and performs tape changes and standard operating back-up changes
Cross-Connect
Supports semi-routine data center standard operating cross-connect work order requests for installation, terminations, and modifications
Ensures the standard operating procedures are followed on cable management of coaxial, fiber, twisted pair copper, and semi-routine intra-building cross-connects
Install basic connect circuits (switched, multiplexed, etc.), under supervision
Testing / Troubleshooting
Supports semi-routine standard operating testing and standard operating installations of customer assets
Supports standard operating procedures of layer 1 cross-connect certification testing
May 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 necessary
Supports standard operating procedural tasks
Provide backup assistance to team members when necessary
Customer Management
Supports customer satisfaction with timely adherence to following semi-routine execution order requirements
Delivers a high level of service and an excellent customer experience when interfacing with customers
Ensure time expectations on new deployments and existing alterations, by following standard operating procedure guidelines
Supports customers on-site 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 supervision
Supports vendors on projects
Supports physical customer audits
Training
Completes all assigned training promptly
May 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 Higher Nitec / Diploma and 1 year of equivalent work experience
Willingness to work on rotating shifts
Ability to work independently and as part of a team
Excellent 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.
Visit our Career page here to understand about Equinix COVID-19 Vaccine Policy.
