Data Center Customer Operations Engineer

4 weeks ago

Nusajaya, Johor, Malaysia Equinix Full time
Who We AreEquinix is a global digital infrastructure company with over 250 data centers worldwide. Digital pioneers leverage Equinix's reliable platform to connect essential infrastructure quickly. Equinix empowers organizations to reach the right places, partners, and opportunities to grow efficiently, accelerate digital service launches, provide exceptional experiences, and enhance their value while supporting sustainability goals.
Join Our TeamJoining our operations team means being at the forefront of our mission, maintaining crucial facility infrastructure as part of a tight-knit group that delivers top-notch service to our data center customers. We value diverse perspectives and are dedicated to creating a fair work environment that aligns with our core values as a company and drives our success.
Data Center Customer Operations EngineerJob SummaryAs a Data Center Customer Operations Engineer, you will support customer operations within a data center and carry out tasks within agreed service levels. This involves activities like cross-connects, network equipment installations, and cable connections.
  • Queue Management / Reporting
    • Review and act on work orders in the queue within the set timelines
    • Collaborate with cross-functional teams on customer tickets
    • Ensure accurate and complete reporting, including ad-hoc requests
    • Provide input for process improvements
    • Maintain detailed records of work activities
    • Update asset databases and other systems
  • Installations
    • Handle rack and stack customer equipment requests
    • Interpret installation plans and execute installations accordingly
    • Support various types of equipment installations
    • Identify and address infrastructure capacity concerns
    • Perform quality checks and suggest enhancements
  • Cross-Connect
    • Assist in data center cross-connect operations
    • Install and test cross-connect circuits
  • Testing / Troubleshooting
    • Conduct testing for cross-connect certification
    • Troubleshoot circuits and escalate advanced issues as necessary
    • Collaborate with customers to resolve issues and propose solutions
  • Stakeholder Partnership
    • Monitor stock levels and coordinate material needs
    • Provide support for work orders and dispatch alarms
    • Offer backup assistance to security personnel when required
  • Customer Management
    • Ensure timely and accurate order execution for customer satisfaction
    • Deliver exceptional service and experience to customers
    • Support new deployments and alterations promptly
    • Assist customers on-site with access control and escort services
    • Handle moderate customer requests and escalations
  • Projects
    • Collaborate on projects and work with team members as directed
    • Coordinate vendors for Data Center projects
    • Perform quality assurance on customer installations and deployments
  • Training
    • Complete assigned training promptly
    • Offer guidance to junior team members and new hires

Qualifications
  • Typically, a high school diploma in IT / Computer Engineering or related fields and 2-4 years of data center operations experience
Equinix is dedicated to an inclusive employment process, welcoming all individuals, including those with disabilities. We are an Equal Employment Opportunity and Affirmative Action employer, offering fair consideration to all qualified applicants without discrimination based on various protected statuses.

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