Who are we?

The Equinix Operations Center (EOC) is a 24/7/365 environment encompassing a monitoring function of Essential Systems. The EOC is also responsible for Data Center Incident Management communications. The EOC Specialist will not only display the required skills, but also the willingness to work any of the scheduled shifts.

EOC Specialist III responsibilities include; essential systems monitoring, updating and maintaining customer records, providing input to standardized processes, and assisting in compiling investigative information. The EOC Specialist will also process and respond to all transactions within the EOC including customer calls, site calls, incident management calls, and emails. We are looking for applicants with a knowledge of alarm monitoring with experience of, and passion for providing excellent customer service would be a huge bonus!

Responsibilities

• Update and maintain all databases and pertinent system information

• Process inbound requests from customers, carriers, and our sites

• Process inbound alerts from essential systems and network elements

• Dispatch service requests, trouble and alarm tickets

• Process site maintenance and outage notifications

• Advance trouble cases and emergencies as needed to lead and/or management personnel

• Provide timely response to all access and CCTV related alarms

• Understand and apply company resources such as; databases, software applications, and interpersonal structure

• Understand Equinix’s processes, policies, service offerings and products

Qualifications

• Associates Degree or equivalent work experience

• Proficiency in written and spoken English

• Experience with Incident Management Process

• Ability to make clear timely decisions while applying excellent written and verbal communication skills

• Proficient with Microsoft Office Suite

• Ability to work a 12-hour shift schedule

We offer

• Employment in a stable company with an established position on the market

• Possibility to work within fast growing world’s 500 Fortune digital infrastructure company

• Employee Assistance Program – assess to free counselling legal and financial consultations and crisis intervention

• Opportunity to work in supportive, inclusive environment with People-Centric Culture

• Benefits such as premium private medical care, group insurance, employee stock program, Multisport card, lunch passes, and more