Data Center Customer Operations Technician IV - Chicago, IL

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Equinix is the worlds digital infrastructure company operating over 260 data centersacross the globe. Digital leaders harness Equinixs 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 providingan equitable work environment that is foundational to our core values as a company and is vital to our success.

Job Summary:

Has a substantial understanding of the job while working on assignments that are moderately difficult requiring judgement in resolving issues or making recommendations. Focus is on moderately difficult tasks using substantial understanding of standard operating procedure. Supports the overall team.


Responsibilities

Queue Management / Reporting

Reviews work orders in the queue and works on moderately difficult requests by adhering to commitment times.
Supports cross-functional teams to collaborate on customer tickets.
Ensures any necessary reporting is complete and accurate; supports ad-hoc reporting requests.
Actively provides input and makes recommendations to processes.
Maintains detailed written records of all work activity.
Updates local asset databases and other systems.

Installations

Handles moderately difficult rack and stack customer equipment tickets.
Able to read moderately difficult installation spreadsheet plans and supports implementing installations accordingly.
Supports 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 necessities.
Recognizes and raises capacity concerns for infrastructure expansions needs and cabling where needed.
Performs 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: installs terminations modifications and testing.
Installs and tests moderately difficult cross-connect circuits which may include: switched multiplexed etc.

Testing / Troubleshooting

Supports moderately difficult operating testing of layer 1 2 and 3 cross-connect certification testing.
Supports the troubleshooting of moderly difficult circuits (i.e. switched multiplexed etc.).
Escalates more advanced circuits and supports as needed.
Works 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 teams.
Provides escalated work order support and supports dispatch of alarms.
May provide back-up support to security personnel if needed.

Customer Management

Supports customer satisfaction through timely and precise order execution.
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.
Supports customers on-site by through access control and escorting services.
Point of Contact (POC) for supporting moderately difficult customer requests exceptions or escalations.

Projects

Supports and partners with team members on projects as directed.
Coordinates vendors for various IBX related projects.
Performs quality assurance on new customer installation or deployments.

Training

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


Additional Qualifications/Responsibilities
Typical Degree & Years of Experience

Typically requires a high school diploma and 2-4 years of equivalent work experience.

The United States targeted pay range for this position in the following location is / locations are:

San Francisco CA / Bay Area: $64000 to $96000 per year
California (Non-SF/Bay Area) Connecticut Maryland New York New Jersey Washington state Illinois: $58000 to $88000 per year
Colorado Nevada Rhode Island: $53000 to $79000 per year

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role level and location. Individual pay is based on additional factors including job-related skills experience and relevant education and/or training.