Data Center Customer Operations Engineer IV

Who are we?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.Job SummaryThe 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.ResponsibilitiesQueue Management / ReportingReviews work orders in the queue and works on difficult requests by adhering to commitment timesSupports cross-functional teams to collaborate on customer ticketsEnsures any necessary reporting is complete and accurate; supports ad-hoc reporting requestsActively provides input and makes recommendations to processesMaintains detailed written records of all work activityUpdates local asset databases and other systemsInstallationsHandles difficult rack and stack customer equipment ticketsAble to read difficult installation spreadsheet plans and supports implementing installations accordinglySupports 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 necessitiesRecognizes and raises capacity concerns for infrastructure expansions needs and cabling where neededPerforms quality checks on both cross-connects and on-site support tickets and recommends improvementsCross-ConnectSupports difficult data center cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testingInstalls and tests difficult cross-connect circuits, which may include: switched, multiplexed, etc.Testing / TroubleshootingSupports difficult operating testing of layer 1, 2 and 3 cross-connect certification testingSupports the troubleshooting of difficult circuits (i.e., switched, multiplexed, etc.)Escalates more advanced circuits and supports as neededWorks with customers to troubleshoot issues and uses experience gained to recommend solutionsStakeholder PartnershipMonitors stock levels and proactively addresses needs for materials with proper teamsProvides escalated work order support, and supports dispatch of alarmsMay provide back-up support to security personnel, if neededCustomer ManagementSupports customer satisfaction through timely and precise order executionDelivers a high level of service and an excellent customer experience when interfacing with customersProvides support with time expectations on new deployments and existing alterationsSupports customers on-site by through access control and escorting servicesPoint of Contact (POC) for supporting moderately difficult customer requests, exceptions or escalationsProjectsSupports and partners with team members on projects as directedCoordinates vendors for various Data Center related projectsPerforms quality assurance on new customer installation or deploymentsTrainingCompletes all assigned training in a timely manner..May provide guidance and support to more junior team members and new hires.QualificationsTypically requires at least a Higher Nitec certification and 5 years of equivalent work experienceEquinix 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.