Data Center Customer Operations Engineer III

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.

The Customer Operations Engineers will apply acquired job skills to work on tasks that are semi-routine in nature ensuring adherence to all SLA's and within standard operating procedures. The team will work collaboratively on all responsibilities, that will become more complex in nature over time.

Key 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;

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

Qualifications, key skills and attributes:

• Ability to attain and maintain NV1 clearance

• Commitment to customer service and teamwork

• Background in IT, Telco, Data Centers or similar environment

• Adapt quickly to changing work environment and customer expectations

• Willingness and ideally desire to assist with expected pipeline of onsite project works