Data Center Customer Operations Engineer
1 month ago
Who are we?
Equinix is the world’s digital infrastructure company®, operatingover 250 data centers across the globe.Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
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.
Data Center Customer Operations EngineerThe Data Center Customer Operations Engineer is tasked with prioritizing, fulfilling, and maintaining the quality of time-bound ticket-driven requests within the data center. This encompasses managing expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, custom orders, tape backups, escort services, network support, logistics support, and security support.
Responsibilities:
Queue Management / Reporting
Review work order requests promptly and respond within the committed timeframes
Collaborate in raising and expediting higher-level orders under supervision as needed
Ensure meticulous documentation by maintaining comprehensive notes and records of activity fulfillment in the ticketing system
Installations
Rack and stack semi-routine customer equipment tickets.
Support routine intra-cage and infrastructure installations under mentorship, including:
Routine ladder racks and basic fiber raceways.
Basic cable management and support systems (patch panels).
Routine ground cabinets and basic post racks; may perform tape changes and basic backup tasks.
Cross-Connect
Assist with datacenter standard operating cross-connect work order requests, including installation, terminations, and modifications under supervision.
Testing / Troubleshooting
Support basic testing and routine installations of customer assets.
Assist with SOPs for Layer 1 cross-connect certification testing under supervision
Perform semi-routine testing as advised.
Stakeholder Partnership
Support the operations and security personnel team during breaks or other activities as needed.
Customer Management
Guarantee customer satisfaction by promptly adhering to basic order execution requirements
Deliver exceptional customer service experiences during interactions
Aid senior staff in managing time expectations for new deployments according to standard operating procedures
Offer on-site support to customers through access and escorting services as the need arises.
Projects
Assist in fulfilling projects under close supervision.
Training
Finish the assigned training promptly.
Incident Management
Assist senior staff in responding to on-site incidents as advised.
Teamwork
Collaborate internally or with other groups to improve efficiencies and reduce potential failure scenarios.
Qualifications:
Typically 2-3 years of relevant experience
At least a Higher Nitec in an Engineering/IT field
Willingness to work on rotating shifts
Ability to work independently and as part of a team
Excellent communication and interpersonal skills
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