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Customer Operations Technician

JR-151423

Manchester

Operations

Full time

GB 24 7 Shift

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 260 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.

As a Customer Operations Technician, you'll embark on an development journey where your technical skills will flourish, and your dedication to exceptional customer service will make you an invaluable member of our team. Join us in providing outstanding support to our customers, and together, let's create a world where technology meets exceptional service.

Responsibilities

Customer

Ensure customer satisfaction by promptly meeting order requirements

Deliver exceptional customer experiences during interactions

Support new deployments and existing alterations according to operating procedures

Provide on-site support through access control and escorting services

Develop into a trusted point of escalation for customers

Projects

Lead and support projects following standard operating procedures

Assist vendors on projects & support on physical customer audits

Queue Management / Reporting

Reviews and responds to work order requests in the queue, following commitment times

Escalates and expedites orders according to standard procedures, with supervision for non-standard procedures

Maintains detailed written records of work activity

Updates local asset databases and other systems.

Installations

Rack and stack customer equipment tickets that are semi-routine. • Follow standard operating procedures for semi-routine customer installations, including fiber trays, ladder racks, customer equipment and cabinets. • Perform semi-basic cage installations for mesh and overhead cable trays. • Carry out tape changes and standard operating backup changes to support intra-cage infrastructure installations.

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

Requirements

Essential

Experience in Customer Service, Operations, telecomms or Data centres

Experience of Cat6a / Fibre Cabling techniques (Installation, Termination & Testing)

You will need to be willing to work a shift rota that includes day and night shifts

Motivation to work autonomously

Desirable

Good computer knowledge and familiarity (Windows 7/10)

Knowledge of network protocols such as TCP/ IP

Awareness of basic hardware configuration

 Why should you apply?

Competitive salary

25 days holiday plus bank holidays, with the opportunity to purchase more (pro rata for shift positions)

Insurance and Health: Life Assurance, Income Protection, Critical Illness Insurance, Private Healthcare, Eye Care Coverage, and Gymflex Membership

Investment: Employee Stock Purchase Plan and Company Pension Plan

Travel: Cycle to Work Scheme and Annual Season Ticket Loan

Excellent growth and advancement opportunities

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

Equal Employment Opportunity:

Equinix is an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. (Equal Opportunity / AA / Disabled / Veterans Employer)

View additional Equal Employment Opportunity information here.

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Customer Operations Technician