IBX Customer Operations Technician Ashburn, VA

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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 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.