Customer Operations Technician

Who are we? 

Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed. 

We are a fast-growing global company with 70+ consecutive quarters of consistent growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of over 10,000 companies, including 2000+ networks and 3000 cloud and IT service providers in 31 countries spanning six continents.   

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 

Job Summary:
Acquires job skills to resolve routine tasks requiring limited judgement. Focus is on routine tasks, using limited judgement of standard operating procedures. Supports the overall team.

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 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 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 (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 semi-routine 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

 Why should you apply?

• Competitive salary
• 23 days holiday plus bank holidays, with the opportunity to purchase more (pro rata for shift positions)
• Insurance and Health: Life Assurance, Income Protection, Private Healthcare, Eye Care Coverage, etc
• Investment: Employee Stock Purchase Plan and Company Pension Plan
• Travel: Cycle to Work Scheme and Annual Season Ticket Loan
• Family: Childcare Vouchers and Merlin Entertainment Pass
• Excellent growth and advancement opportunities

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, colour, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.