Data Center Customer Operations Engineer IV

Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals. 

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.

The Data Center Customer Operations Engineer IV is responsible for troubleshooting and installing advanced circuits, as well as performing custom installations. The role involves working with customers to troubleshoot issues, managing installation queues, and maintaining detailed records of all work activity. The engineer will also be involved in cross connects, documentation/reporting, infrastructure modification projects, and ensuring customer satisfaction through timely and precise order execution. The role will be responsible as a shift team lead, managing activities within the shift.

Responsibilities

Queue Management / Reporting

• Reviews work orders in the queue and works on difficult requests by adhering to commitment times

• Supports cross-functional teams to collaborate on customer tickets

• Ensures any necessary reporting is complete and accurate; supports ad-hoc reporting requests

• Actively provides input and makes recommendations to processes

• Maintains detailed written records of all work activity

• Updates local asset databases and other systems

Installations

• Handles difficult rack and stack customer equipment tickets

• Able to read difficult installation spreadsheet plans and supports implementing installations accordingly

• Supports the installation of difficult installs, which may include:

- overhead cable trays, cage mesh, cabinets, and cable management/support systems; circuits for fiber terminations; cable distribution trays, cabinets, and cable management/support systems; and performs tape changes and back-up necessities

• Recognizes and raises capacity concerns for infrastructure expansions needs and cabling where needed

• Performs quality checks on both cross-connects and on-site support tickets and recommends improvements

Cross-Connect

• Supports difficult data center cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing

• Installs and tests difficult cross-connect circuits, which may include: switched, multiplexed, etc.

Testing / Troubleshooting

• Supports difficult operating testing of layer 1, 2 and 3 cross-connect certification testing

• Supports the troubleshooting of difficult circuits (i.e., switched, multiplexed, etc.)

• Escalates more advanced circuits and supports as needed

• Works with customers to troubleshoot issues and uses experience gained to recommend solutions

Stakeholder Partnership

• Monitors stock levels and proactively addresses needs for materials with proper teams

• Provides escalated work order support, and supports dispatch of alarms

• May provide back-up support to security personnel, if needed

Customer Management

• Supports customer satisfaction through timely and precise order execution

• Delivers a high level of service and an excellent customer experience when interfacing with customers

• Provides support with time expectations on new deployments and existing alterations

• Supports customers on-site by through access control and escorting services

• Point of Contact (POC) for supporting moderately difficult customer requests, exceptions or escalations

Projects

• Supports and partners with team members on projects as directed

• Coordinates vendors for various Data Center related projects

• Performs quality assurance on new customer installation or deployments

Training

• Completes all assigned training in a timely manner..

• May provide guidance and support to more junior team members and new hires.

Qualifications

• Typically requires at least a Higher Nitec certification and 5 years of equivalent work experience