Equinix is the world’s digital infrastructure company, operating 245+ 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 70+ quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000 cloud and IT service providers in 32 countries spanning six 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.
Equinix is hiring a Technician data center located in Milan.
As a shift Technician Data Center, you will have to provide a high level of Customer Service and Service Provisioning in order to meet customer needs.
1. Customer support
Deal with all customer support requests ('Activity') transmitted by the Service Desk, whether for interventions on the IT platforms and telecoms of customers hosted in the IBX ('Smart Hands'), management of delivery/collection of material, manage the access request process, including the handoff to the security staff, coaching, troubleshooting
Keep customers and the Service Desk informed until closure of the ticket associated with the initial request of the customer, as well as for verifying the proper execution of services commitments ('SLA')
Communicate locally with the Customer Operations Team Leader to allow the proper recording and billing of the intervention to the client, as well as the publication of reports and key performance indicators
Provide feedback to those mentioned above, to enable them to better understand the assistance involved, who are the clients requesting it and for what reasons, what are the organizational changes within the customer's organizations/models that can lead to new opportunities or withdrawals, etc
Contribute to the works of installation related to contracts signed between customers and Equinix, both on initial installations of a customer and on requests for extension, in addition to marking out the duration of the main contract
Perform wiring services ('X-connect') according to customer specifications, including related tests, labelling and communicate within the prescribed time all information enabling the updating of databases and billing for these services
Help to maintain optimal air flow conditions in customer facilities through the installation of blanking panels in customers bays, as well as instruction in the hierarchy of perforated tiles in cold aisles
Propose improvements to urbanization, organization of wiring or any installed component of customer configurations
Provide all the required vigilance on monitoring tools (BMS) located in the Control Rooms, especially outside working hours, in order to transmit to the Facilities Operations team, in the most responsive manner possible, any alarm raised through these tools
Conduct rigorous daily rounds noting and communicating any anomaly linked either to technical equipment, or to breaches of regulations applying in the data centre, or conduct/actions/installations likely to cause danger
Be informed about the various tools of the information system supporting the activity provided in a timely and qualitative manner
Work in compliance with Equinix processes and propose improvements/adjustments
Facilitate continuity of operations by well documented/explained relays between shifts
Aim at maximizing customer satisfaction, and reducing the time between a customer order/request and the billing of its realization
Contribute to different quality approaches/certifications (safety, energy management, environment, etc.) undertaken by Equinix through the application of good practices that these latter mean on a daily basis for the Customer Operations activity
Monitor the policies and processes of Equinix concerning safety
Bring to his/her superior's attention any violation of safety policies
1. Necessary requirements
High school diploma preferably in Electrical/electronics
Willingness to work shifts reliably under a rotation schedule that includes overnight shifts and bank holidays
Ability to interact with customers in English and Italian, both written and spoken
Customer/service spirit, serious, attention to detail, rigor
2. Preferable requirements
Knowledge of the data center environment (beyond clean rooms)
Proven experience in a similar role, ideally in a similar environment (Data Center, computer rooms, clean rooms, Telco operators, etc.)
Knowledge of data protocols, wiring technologies, current telecom/IT equipment
Self-driving to be more flexible in moving between data centers if required
Please send us your resume in English.
Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, colour, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
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