Data Center Customer Operations Technician II

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

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.

Qualifications

• Typically requires a high school diploma and proven years of equivalent work experience.

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.