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Job Summary
Entry to mid level experience as an End User Technology Services professional with experience in applications, systems and hardware.

Responsibilities
Data Center/Office Expansion Support

• Executes against documented plan

• Orders and installs new equipment

• Resolves issues and/or escalates issues to manager or Data Center construction/project manager

• Travels to sites, as necessary

System Audits

• Audit remediation, per instructions

• Escalates issues for resolution with vendor

End User Support (outside of Tickets, often individual)

• Ad hoc, real-time, EA and employee support to troubleshoot a wide range of issues including but not limited to, hardware and software issues

Software Installations, Packaging and Deployment

• Responsible for single or individual package deployment and software installations, confirming successful deployment/installation with user

• Partners with Sr Staff to test pre-mass deployment software packages, identifying issues and escalating up to Sr Staff

Ticket Triage and Resolution (event, incident, request)

• Tier 2 ticket triage

• Resolves majority of more complex issues and requests within Tier 2 scope (per list of pre-defined work categories), escalating as necessary

• Responsible for following equipment legal hold procedures

• Meets or exceeds 90%+ SLA compliance for ALL user requests

• Meets or exceeds 90%+ customer satisfaction for ALL user requests or issues

Application Administration

Internal GTS Staff Training

• Responsible for training more junior Associates

Hardware Deployment, Installation and Certification

• Responsible for PC and Mac imaging, installation of desktop monitors, phone and docking station, and/or other peripherals

Qualifications

• 2-4 years' relevant experience

• BSC/BEng/HND in Related field

• A+ and MCDST certification preferred

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.