Data Center Customer Operations Technician II

Equinix is the world’s digital infrastructure company, operating 200+ 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 75+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five 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.
· Supports 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.