Data Center Concierge III

Data Center Concierge III

Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing 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 are a fast-growing global company with 70+ quarters of 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 2,000+ networks and 3,000 cloud and IT service providers in 32 countries spanning six continents.

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 providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Job Summary

Applies acquired job skills to work on tasks that are semi-routine in nature. Focus is on semi-routine tasks within standard operating procedures. Supports the overall team.

Responsibilities

Administration

• Provides support to datacenter facilities, on semi-routine administrative duties

• Follows standard procedures on answering incoming phone calls

• Reviews and responds to semi-routine work request systems (i.e., dispatch, updates, etc.)

• Supports customers by coordinating visits and schedules in the data center; assists on semi-routine inquiries and issues

• Maintains the conference room and tour schedules while customers are on-site

• Directly coordinates activities with the Equinix Response Center (ERC), as needed

• Keeps records of activities within the IBX including circuit inventories, installed power inventories and labor hours expended

• May generate purchase requisitions and coordinate with vendors for delivery and invoicing

• May assist with special projects

Customer Support

• Communicates semi-routine operating datacenter procedures to customers on-site, while building and develping positive customer relationships

• Coordinates semi-routine customer work visits with security and escorts customers and/or vendors, within a reasonable vicinity, as required

• Assists with tracking, following-up, and reporting on semi-routine customer inquiries and issues while customers are on-site; identifies potential trends in customer inquiries and issues

• Addresses semi-rounte work visit tickets in the system

• Provides general induction learning tours to new customers to orient them to the site

• Directs customers (via direct line) throughout the facilities, as needed

Onsite Customer Liaison 

• Supports the coordination of tasks to the appropriate cross-functional teams

• Maintains positive business relationships with local vendors in support of customer's administrative needs; provides information about local vendors to customers upon request

• Sends customer's datacenter templates by phone, e-mail and/or printouts

• Maintains customer care areas/conference rooms for cleanliness and fully stocking amenities as required; may provide backup coverage to cross functional teams to support inventory ordering

• Partners with teams in the tracking of customer shipments when on-site

• Uses developing knowledge to discern customer satisfaction related issues and escalates appropriately

Qualifications

• Typically requires a high school diploma

• Proven years of equivalent work experience

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.