Data Center Customer Operations Engineer IV

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Data Center Customer Operations Engineer IV

Job Summary

The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests within the Data Center, including Expedite/Negotiate, Trouble tickets, Smart-hands, Installation/De-installation of Cages/Cabinets/Cabling, Custom Orders, Tape backups, Escorts services, Network Support, Logistics Support and Security Support.

Responsibilities

Queue Management / Reporting

• Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times

• Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision is needed on escalating non-standard procedure escalation requests

• Ensures adherence to commit times within standard operating procedures

• Maintains detailed written records of all work activity

• Updates local asset databases and other systems

Installations

• Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs, which may include: fiber trays, ladder racks, customer equipment, and cabinets

• Cage installs for mesh and overhead cable trays; and performs tape changes and standard operating back-up changes

Cross-Connect

• Supports data center standard operating cross-connect work order requests for installation, terminations, and modifications

• Ensures the standard operating procedures are followed on cable management of coaxial, fiber, twisted pair copper, and semi-routine intra-building cross-connects

• Install basic connect circuits (switched, multiplexed, etc.), under supervision

Testing / Troubleshooting

• Supports standard operating testing and standard operating installations of customer assets

• Supports standard operating procedures of layer 1 cross-connect certification testing

• May perform standard operating layer 2 and layer 3 testing, under supervision

Stakeholder Partnership

• Supports the operations and security personnel team for breaks or other activities, when necessary

• Supports standard operating procedural tasks

• Provide backup assistance to team members when necessary

Customer Management

• Supports customer satisfaction with timely adherence to following semi-routine execution order requirements

• Delivers a high level of service and an excellent customer experience when interfacing with customers

• Ensure time expectations on new deployments and existing alterations, by following standard operating procedure guidelines

• Supports customers on-site through access control and escorting services

Projects

• Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervision

• Supports vendors on projects

• Supports physical customer audits

Training

• Completes all assigned training promptly

• May provide support to new hires

Incident Management

• Assists more senior staff with responding to all on-site incidents and acts as directed

Collaboration

• May work internally or with other departments to support and increase efficiencies and reduce potential failure scenarios

Qualifications

• Typically requires a high school diploma or degree and 3+ years of equivalent work experience

• Ability to safely and effectively perform the necessary physical tasks associated with the job

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 by completing this form.

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.