Data Center Customer Operations Engineer IV

judgment to execute complex customer and operational activities, resolve service issues, and support infrastructure reliability. This role is trusted to work independently within standard operating procedures, contribute to continuous improvement, and ensure customer commitments are met while maintaining safety, accuracy, and service excellence across the site.
Responsibilities Queue Management / Reporting

• Reviews work orders in the queue and executes requests in accordance with committed service levels and timelines.

• Supports cross‑functional teams by collaborating on customer tickets and operational escalations.

• Ensures required reporting is complete, accurate, and timely; supports ad‑hoc reporting requests as needed.

• Actively provides input and recommendations to improve workflows, processes, and service delivery.

• Maintains detailed written records of all work activities.

• Updates local asset databases and supporting systems to ensure data accuracy.

Installations

• Handles rack‑and‑stack activities for customer equipment installations.

• Interprets installation plans and spreadsheets and supports implementation in line with technical and operational requirements.

• Supports a range of customer and infrastructure installations, which may include:

  • Overhead cable trays, cage mesh, cabinets, and cable management systems
  • Fiber circuits, terminations, and cable distribution infrastructure
  • Tape changes and backup support activities

• Identifies and raises capacity, space, or cabling concerns related to infrastructure expansion needs.

• Performs quality checks on cross‑connects and on‑site support tickets, recommending improvements where applicable.

Cross‑Connect

• Executes data center cross‑connect work, applying strong knowledge of operating procedures for installations, terminations, modifications, and testing.

• Installs and tests cross‑connect circuits, including switched and multiplexed connections, ensuring accuracy and service quality.

Testing / Troubleshooting

• Performs operating testing, including Layer 1, 2, and 3 cross‑connect certification.

• Troubleshoots circuits and connectivity issues using experience and technical judgment.

• Escalates more advanced or non‑standard issues as needed and provides support during resolution.

• Works directly with customers to troubleshoot issues and recommends appropriate solutions.

Stakeholder Partnership

• Monitors material and inventory levels and proactively coordinates replenishment with appropriate teams.

• Provides escalated work order support and assists with alarm dispatch when required.

• May provide backup support to on‑site security personnel, as needed.

Customer Management

• Supports customer satisfaction through timely, accurate, and high‑quality order execution.

• Delivers an excellent customer experience when interacting with customers on‑site or through service requests.

• Provides guidance on timelines and expectations for new deployments and changes to existing environments.

• Supports customer access and escort services within the data center.

• Serves as a point of contact for customer requests, exceptions, or escalations requiring experienced handling.

Projects

• Supports and partners with team members on customer and internal projects, as directed.

• Coordinates with vendors on data center‑related project activities.

• Performs quality assurance checks on new customer installations and deployments.

Training

• Completes all required training in a timely manner.

• May provide guidance, knowledge sharing, or on‑the‑job support to junior team members and new hires.

Qualifications & Requirements

• Typically requires a Diploma in an IT field and 3-6 years of equivalent work experience, preferably within data center operations, IT infrastructure, or a technical services environment.

• Ability to complete hands-on tasks at height or in tight spaces.

• Ability to work non-standard hours, including working weekends, night shifts, holidays and on shift-based schedules as required.

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.

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This posting is a new position within our organization.