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Data Center Customer Operations Engineer II

 

Data Center Customer Operations Engineer II

  • JR-131201
  • Shatin
  • Operations
  • Full time
Data Center Customer Operations Engineer II

Equinix is the world’s digital infrastructure company, operating 245+ 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+ quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000 cloud and IT service providers in 32 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 routine work orders by adhering to commitment times

· Involved in escalating and expediating higher level orders, upon supervision

· Actively follows up on work orders in the queue to support the overall team

· Maintains notes and records of activity fulfillment in the ticketing system

Installations

· Rack and stack basic customer equipment, with guidance from more senior team members

cSupports routine intra-cage and infrastructure installations, under guidance, which may include:

- routine ladder racks and basic fiber raceways;

-  basic cable management and support systems (patch panels);

- routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities

Cross-Connect

· Supports basic cross-connect troubleshooting

Testing / Troubleshooting

· Supports basic testing and routine installations of customer assets

Supports standard layer 1 cross-connect certification testing, under supervision

· May learn more semi-routine testing, under supervision

Stakeholder Partnership

· Supports the operations and security personnel team for breaks or other activities, when necessary

Customer Management

· Supports customer satisfaction with timely adherence to following basic order execution requirements

· Delivers quality customer service experience when interfacing with customers

· Discusses time expectations on new deployments, by following standard operating procedure guidelines

· May support customers on-site through access and escorting services

Projects

· Supports fulfillment of projects under close supervision.

Training

· Completes assigned training in a timely manner

Qualifications

· Technical Institute graduate or above in Information Technology / Computing or related discipline

· Experienced in Data Centre support, Helpdesk support or IT Operations support experiences is an advantage

· Customer focus with good communications and interpersonal skills

· Good presentation skills and problem solving skills

· Discipline, self-initiative, self-motivate 

· Basic English speaking and writing

· Able to perform 24 x 7 shift duty

· Knowledge or experiences in office applications and ICT (Information and Communication Technologies) equipment

· Advantage if have certification in IT Industry (ITIL/Network+/CNCDP/Microsoft Certified series/Linux+/etc)

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.

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