Data Center Customer Operations Engineer

Data Center Customer Operations EngineerEquinix is the world’s digital infrastructure company, operating 240+ 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 20 years of continuous 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 2,100 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.Job SummaryThe Customer Operations Engineer is required to work within our Data Centre’s as part of a rotating shift team. They are tasked with providing our customers with the highest standards of technical service as required. Customer Operations Engineers are also responsible for the first level escalation on any incidents, managing BMS monitor alarm, and performing site round (CRAC / Genset / Lighting, etc.) to ensure that the Data Centre is maintained in a first class condition. After receiving orientation and onboarding training you will become a valued member of the Equinix team.ResponsibilitiesQueue Management / ReportingReviews work orders in the queue and works on difficult requests by adhering to commitment timesSupports multi-functional teams to collaborate on customer ticketsEnsures any vital 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, 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 datacenter 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, etcTesting / TroubleshootingSupports difficult operating testing of layer 1, 2 and 3 cross-connect certification testingSupports the fixing of difficult circuits (i.e., switched, multiplexed, etc.)Raises more sophisticated circuits and supports as neededWorks with customers to solve issues and uses experience gained to recommend solutionsStakeholder PartnershipSupervises stock levels and proactively addresses needs for materials with accurate teamsProvides 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 collaborating 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 difficult customer requests, exceptions or issuesProjectsSupports and partners with team members on projects as advisedCoordinates vendors for various Data Center related projectsPerforms quality assurance on new customer installation or deploymentsTrainingFinishes the assigned training in a timely mannerMay provide mentorship and support to more junior team members and new hiresQualificationsTypically requires a high school diploma and 2-4 years of equivalent work experienceWillingness to work shifts (days, nights & weekends)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.