IBX Customer Operations Technician 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. 

IBX Customer Operations Technician III

Job Summary

Has a substantial understanding of the job while working on assignments that are moderately difficult requiring judgement in resolving issues or making recommendations. Focus is on moderately difficult tasks, using substantial understanding of standard operating procedure. Supports the overall team.

Responsibilities

Queue Management / Reporting

• Reviews work orders in the queue and works on moderately difficult requests by adhering to commitment times

• Supports cross-functional teams to collaborate on customer tickets

• Ensures any necessary reporting is complete and accurate; supports ad-hoc reporting requests

• Actively provides input and makes recommendations to processes

• Maintains detailed written records of all work activity

• Updates local asset databases and other systems

Installations

• Handles moderately difficult rack and stack customer equipment tickets.

• Able to read moderately difficult installation spreadsheet plans and supports implementing installations accordingly

• Supports the installation of moderately difficult installs, which may include: overhead cable trays, cage mesh, cabinets, and cable management/support systems; circuits for fiber terminations; cable distribution trays, cabinets, and cable management/support systems; and performs tape changes and back-up necessities

• Recognizes and raises capacity concerns for infrastructure expansions needs and cabling where needed

• Performs quality checks on both cross-connects and on-site support tickets and recommends improvements

Cross-Connect

• Supports moderately difficult datacenter cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing.

• · Installs and tests moderately difficult cross-connect circuits, which may include: switched, multiplexed, etc.

Testing / Troubleshooting

• Supports moderately difficult operating testing of layer 1, 2 and 3 cross-connect certification testing

• Supports the troubleshooting of moderly difficult circuits (i.e., switched, multiplexed, etc.)

• Escalates more advanced circuits and supports as needed

• Works with customers to troubleshoot issues and uses experience gained to recommend solutions

Stakeholder Partnership

• Monitors stock levels and proactively addresses needs for materials with proper teams

• Provides escalated work order support, and supports dispatch of alarms

• May provide back-up support to security personnel, if needed

Customer Management

• Supports customer satisfaction through timely and precise order execution

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

• Provides support with time expectations on new deployments and existing alterations

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

• Point of Contact (POC) for supporting moderately difficult customer requests, exceptions or escalations

Projects

• Supports and partners with team membe