Data Center Customer Operations Engineer IV

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. 
 

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

Job Summary

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.