Data Center Customer Operations IV

Who are we?

Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job summary:

This role requires the Customer Operations Engineer IV team member to lead shifts, mentor junior engineers, and drive key projects in structured cabling and cross-connects. The position is central to supporting major customers and contributing to the growth of the SY5 site. The ideal candidate will be highly motivated, eager to learn, and ready to thrive in a dynamic and expanding team environment.

Key responsibilities:

• Queue Management & Reporting:
  Review and process moderately difficult work orders, ensuring timely completion. Collaborate with cross-functional and onsite teams on customer tickets. Maintain accurate records and support ad-hoc reporting requests, updating asset databases and related systems where required to do so.
• Projects & Training:
  Partner with team members and coordinate vendors for data center projects. Perform quality assurance on new installations. Complete assigned training promptly and offer guidance to junior staff and new hires. As SY5 expands there will be a high volume of work associated with execution of projects.
• Installations:
  Handle moderately complex rack and stack equipment tickets. Interpret installation plans and assist with implementing installs, including cable trays, cage mesh, cabinets, cable management systems, fiber terminations, and backup procedures. Identify and escalate capacity concerns for infrastructure expansion. Conduct quality checks and recommend improvements.
• Cross-Connects:
  Support data center cross-connect tasks, including installs, terminations, modifications, and testing of various circuit types. Perform certification testing and troubleshoot issues, escalating advanced cases as needed.
• Customer & Stakeholder Management:
  Ensure customer satisfaction through precise order execution and high-quality service. Provide access control and escorting services on-site. Act as point of contact for escalated requests and exceptions. Monitor stock levels and coordinate with teams to address material needs. Support alarm dispatch and, if required, back up security personnel.

Qualifications, key skills and attributes:

• In-depth knowledge of Equinix procedures and customer operations, especially familiarity with the South Sydney Campus.
• Strong collaboration skills in project execution and management.
• Ability to train, onboard, and mentor new team members.
• Willingness to grow and adapt to the evolving SY5 environment and workload.
• Positive attitude and a desire to learn are valued over perfection.

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.