As a Data Center Customer Operations Engineer III, you will work closely with our customers, internal teams, and vendors to deliver outstanding service and resolve complex technical issues. You will be a key point of contact for our customers, providing expert guidance and support to ensure their success in a highly demanding and fast-paced environment.

Responsibilities

Queue Management / Reporting

• Reviews work order requests in the queue and responds to work orders by adhering to commitment times
• Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of 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

• Rack and stack equipment based on customer equipment tickets
• Supports intra-cage infrastructure installations by following the standard operating procedures of customer installs, which may include:

- fiber trays, ladder racks, customer equipment and cabinets;

- semi-basic 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 (installs, terminations, modifications, and testing)
•  Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and semi-routine intra-building cross connects
• Learns to install 'across' 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 learn non-standard operating testing, such as: 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 provides back-up 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
• Provides support with time expectations on new deployments and existing alterations, by following   standard operating procedure guidelines
• Supports customers on-site by 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 in a timely manner
• May provide support to new hires

Qualifications

• Typically requires at least a Diploma in an IT-related field and 1-2 years of related work experience
• Ability to do hands-on maintenance/ troubleshooting of equipment in tight spaces or at height