Data Center Customer Operations II

Who are we?Equinix is the world’s digital infrastructure company®, operating over 250 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. Data Center Customer Operations IIJob SummaryThe Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests within the data center, including expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, custom orders, tape backups, escorts services, network Support, logistics support and security Support. The Data Center Customer Operations Engineer is also responsible for handling BMS alarm monitoring, first level issue on any incidents and performing daily site rounds to ensure that the Data Centre is maintained in a first-class condition.ResponsibilitiesQueue Management / ReportingReviews work order requests in the queue and responds to routine work orders by adhering to commitment timesInvolved in escalating and expediting higher level orders, upon supervisionActively follows up on work orders in the queue to support the overall teamMaintains notes and records of activity fulfillment in the ticketing system     InstallationsRack and stack semi-routine customer equipment ticketsSupports routine intra-cage and infrastructure installations, under guidance, which may include:routine ladder racks and basic fiber racewaysbasic cable management and support systems (patch panels)Routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessitiesCross-ConnectSupports basic semi-routine datacenter standard operating cross-connect work order requests for installation, terminations, and modifications under supervisionTesting / TroubleshootingSupports basic testing and routine installations of customer assetsSupports standard operating procedures layer 1 cross-connect certification testing under supervisionMay perform semi-routine testing, under supervisionStakeholder PartnershipSupports the operations and security personnel team for breaks or other activities, when necessaryCustomer ManagementSupports customer satisfaction with timely consistency to following basic order execution requirementsDelivers quality customer service experience when working with customersAssist senior staff with time expectations on new deployments, by following standard operating procedure guidelinesMay support customers on-site through access and escorting servicesProjectsSupports fulfillment of projects under close supervisionTrainingFinishes the assigned training in a timely mannerIncident ManagementAssists more senior staff with responding to all on-site incidents and acts as advisedCollaborationMay work internally or with other groups to support and increase efficiencies and reduce potential failure scenariosQualificationsFresh graduates are welcome, typically 1-2 years of relevant experienceAt least a Higher Nitec in an Engineering/IT fieldWillingness to work on rotating shiftsAbility to work independently and as part of a teamSuperb communication and interpersonal skills