JR-138510 Data Center Customer Operations Engineer

​Data Center Customer Operations Engineer

Equinix is the worlds digital infrastructure company, operating 240+ data centersacross the globe andproviding interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We area fast-growing global company with 20 years of continuous growth.Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providersin 32countries spanningsixcontinents.

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.

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Job Summary

Has a meaningful understanding of the job while working on assignments that are moderately difficult requiring judgement in resolving issues or making recommendations. Focus is completion of tasks through following standard operation procedures and supporting the overall team.

Responsibilities

Queue Management / Reporting

• Reviews work orders in the queue and works on moderately difficult requests by adhering to committed timings
• Supports multi-functional teams to collaborate on customer tickets
• Ensures any vital 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

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Installations

• Handles rack and stack customer equipment tickets
• Able to read installation spreadsheet plans and supports implementing installations accordingly
• Supports the installation of moderately difficult installs, e.g:
• overhead cable trays, cage mesh, cabinets, and cable management/support systems; circuits for fiber terminations; cable distribution trays; 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

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Cross-Connect

• Supports datacenter cross-connect work, requiring meaningful knowledge of operating procedures for: installs, terminations, modifications, and testing
• Installs and tests cross-connect circuits, which may include: switched, multiplexed, etc

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Testing / Solving

• Supports operating testing of layer 1, 2 and 3 cross-connect certification testing
• Supports the solving of circuits
• Advances more sophisticated circuits and supports as needed
• Works with customers to solve issues and uses experience gained to recommend solutions

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Collaborator Partnership

• Monitors stock levels and proactively addresses needs for materials with proper teams
• Provides raised work order support, and supports dispatch of alarms
• May provide back-up support to security personnel, if needed

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Customer Management

• Supports customer satisfaction through timely and precise order execution
• Delivers a high level of service and an excellent customer experience when working 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

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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

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Training

• Finishes the assigned training in a timely manner
• May provide guidance and support to more junior team members and new hires

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Qualifications

• Typically requires a high school certificate
• 2-4 years of equivalent work experience in a data center environment preferred

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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.

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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.