Data Center Customer Operations Technician

About the position

Equinix is the world's digital infrastructure company, operating over 260 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.

Responsibilities

• 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 needed on the escalation of 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.
• 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.
• Supports semi-routine datacenter standard operating cross-connect work order requests (installs, terminations, modifications, and testing).
• Ensures the standard operating procedures are followed on cable management of coax, fiber, twisted pair copper, and semi-routine intra-building cross connects.
• Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision.
• 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 learn non-standard operating testing, such as layer 2 and layer 3 testing, under supervision.
• Supports the operations and security personnel team for breaks or other activities, when necessary.
• Supports standard operating procedural tasks provides back-up assistance to team members when necessary.
• 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.
• Provides support with time expectations on new deployments and existing alterations, by following standard operating procedure guidelines.
• Supports customers on-site by through access control and escorting services.
• 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.
• Completes all assigned training in a timely manner.
• May provide support to new hires.

Requirements

• Typically requires a high school diploma and 1-2 years of equivalent work experience.