Who are we?

The Data Center Customer Operations Engineer is tasked with prioritizing, fulfilling, and maintaining the quality of time-bound ticket-driven requests within the data center. This encompasses managing expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, custom orders, tape backups, escort services, network support, logistics support, and security support.

Responsibilities:

Queue Management / Reporting

• Review work order requests promptly and respond within the committed timeframes

• Collaborate in raising and expediting higher-level orders under supervision as needed

• Ensure meticulous documentation by maintaining comprehensive notes and records of activity fulfillment in the ticketing system

Installations

• Rack and stack semi-routine customer equipment tickets.

• Support routine intra-cage and infrastructure installations under mentorship, including:

• Routine ladder racks and basic fiber raceways.

• Basic cable management and support systems (patch panels).

• Routine ground cabinets and basic post racks; may perform tape changes and basic backup tasks.

Cross-Connect

• Assist with datacenter standard operating cross-connect work order requests, including installation, terminations, and modifications under supervision.

Testing / Troubleshooting

• Support basic testing and routine installations of customer assets.

• Assist with SOPs for Layer 1 cross-connect certification testing under supervision

• Perform semi-routine testing as advised.

Stakeholder Partnership

• Support the operations and security personnel team during breaks or other activities as needed.

Customer Management

• Guarantee customer satisfaction by promptly adhering to basic order execution requirements

• Deliver exceptional customer service experiences during interactions

• Aid senior staff in managing time expectations for new deployments according to standard operating procedures

• Offer on-site support to customers through access and escorting services as the need arises.

Projects

• Assist in fulfilling projects under close supervision.

Training

• Finish the assigned training promptly.

Incident Management

• Assist senior staff in responding to on-site incidents as advised.

Teamwork

• Collaborate internally or with other groups to improve efficiencies and reduce potential failure scenarios.

Qualifications:

• Typically 2-3 years of relevant experience

• At least a Higher Nitec in an Engineering/IT field

• Willingness to work on rotating shifts

• Ability to work independently and as part of a team

• Excellent communication and interpersonal skills