Data Center Customer Operations Engineer

Who are we

Job Summary

As a Data Center Customer Operations Engineer you will work closely with our customers internal teams and vendors to deliver outstanding service and resolve complex technical issues. You will be a key point of contact for our customers providing expert guidance and support to ensure their success in a highly demanding and fast-paced environment.

Responsibilities

Queue Management / Reporting

• Reviews work order requests in the queue and responds to 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

Installations

• Rack and stack equipment based on customer equipment tickets

• Supports intra-cage infrastructure installations by following the standard operating procedures of 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 data center 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

Testing / Troubleshooting

• Supports 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

Stakeholder Partnership

• 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

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

• 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

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 in a timely manner

• May provide support to new hires

Qualifications

• Typically requires at least a Higher Nitec in an IT-related field and 2-3 years of equivalent work experience

• Ability to do hands-on maintenance/ troubleshooting of equipment in tight spaces or at height

• Ability to support 24x7 operations and requires flexibility to work assigned shifts including after-hours weekends and public holidays

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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