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.

Responsibilities

Queue Management / Reporting

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

• Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision is needed on escalating 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 semi-routine customer equipment tickets

• Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine 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 semi-routine data center standard operating cross-connect work order requests for installation, terminations, and modifications

• Ensures the standard operating procedures are followed on cable management of coaxial, fiber, twisted pair copper, and semi-routine intra-building cross-connects

• Install basic connect circuits (switched, multiplexed, etc.), under supervision

Testing / Troubleshooting

• Supports semi-routine standard operating testing and standard operating installations of customer assets

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

• May perform standard operating 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

• Provide backup 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

• Ensure time expectations on new deployments and existing alterations, by following standard operating procedure guidelines

• Supports customers on-site 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 promptly

• May provide support to new hires

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

• Typically requires a Higher Nitec / Diploma and 1 year of equivalent work experience

• Willingness to work on rotating shifts

• Ability to work independently and as part of a team

• Excellent communication and interpersonal skills

• Able to do hands-on activities like cable installation in tight spaces