Data Center Customer Operations Engineer III

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 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 providing an equitable work environment that is foundational to our core values as a company and is vital to our success. 

Data Center Customer Operations Engineer III

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. The Data Center Customer Operations Engineer is also responsible for handling BMS alarm monitoring, first level escalation on any incidents and performing daily site rounds to ensure that the Data Centre is maintained in a first-class condition.

Responsibilities
Queue Management / Reporting

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

• Involved in escalating and expediting higher level orders, upon supervision

• Actively follows up on work orders in the queue to support the overall team

• Maintains notes and records of activity fulfillment in the ticketing system

   

  Installations

• Rack and stack semi-routine customer equipment tickets

• Supports routine intra-cage and infrastructure installations, under guidance, which may include:

• Routine ladder racks and basic fiber raceways

• Basic cable management and support systems (patch panels)

• Routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities

Cross-Connect

• Supports basic semi-routine datacenter standard operating cross-connect work order requests for installation, terminations, and modifications under supervision

Testing / Troubleshooting

• Supports basic testing and routine installations of customer assets

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

• May perform semi-routine testing, under supervision

Stakeholder Partnership

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

Customer Management

• Supports customer satisfaction with timely adherence to following basic order execution requirements

• Delivers quality customer service experience when interfacing with customers

• Assist senior staff with time expectations on new deployments, by following standard operating procedure guidelines

• May support customers on-site through access and escorting services

Projects

• Supports fulfillment of projects under close supervision

Training

• Completes all assigned training in a timely manner

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

• Fresh graduates are welcome, typcially 1-2 years of relevant experience

• Bachelor's degree 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

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 / chil