Data Center Customer Operations Technician San Jose, CA

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Who are we

Equinix is the worlds digital infrastructure company shortening the path to connectivity to enable the innovations that enrich our work life and planet.

A place where bold ideas are welcomed human connection is valued and everyone has the opportunity to shape their future.
Joining our operations team means being at the center of everything maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers communities and society. Youll find belonging purpose and a team that welcomes youbecause when you feel valued youre empowered to do your best work.
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 data center 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 moderately 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 Data Center 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

Shift

Data Center Customer Operations Technicians rotate between day and night shift every six months and occasionally travel to other Silicon Valley data centers to support their workload.
Additional Qualifications/Responsibilities
Qualifications

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

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


United States - SV11 Silicon Valley : 64300 - 96500 USD / Annual