Data Center Customer Operations Engineer V

Data Center Customer Operations Engineer VEquinix 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 SummaryIs a skilled specialist that works on assignments requiring considerable judgement. Focus is on tasks using considerable skilled judgement and has deep understanding of standard operating procedures. Supports the overall team.ResponsibilitiesQueue Management / ReportingReviews work orders in the queue and handles skilled requests which require deep understanding of standard operating procedures and adherence to commitment timesReviews expedited requests and handles or re-directs to appropriate team membersSupports cross functional teams by collaborating on customer ticketsMaintains detailed written records of all work activityEnsures any necessary reporting is complete and accurate; executes ad-hoc reporting requestsCreates Purchase Orders (PO's) and Purchase requests (PR's)Assigns locks and keys for both Equinix and customer keys, where applicableSupports creating reports to customers (e.g. power or access)Updates local asset databases and other systemsInstallationsHandles requests requiring skilled rack and stack support of customer equipmentAble to read skilled installation spreadsheet plans and supports implementing installations accordinglySupports the building and installation of difficult and challenging installs; which may include: intra-cage fiber tray, ladder rack, customer equipment and cabinets; overhead cable trays, cage mesh, cabinets, and cable management/support systems; grounds cabinets and two-post racks; performs tape changes and back-up updatesRecognizes and raises advanced capacity concerns for infrastructure expansions needs and cablingPerforms quality checks on both cross-connects and on-site support tickets, and suggests improvementsCross-ConnectSupports challenging datacenter cross-connect work requiring deep understanding of operating procedures for installs, terminations, modifications, and testingInstalls and tests challenging cross-connect circuits, which may include: switched, multiplexed, etcTesting / TroubleshootingSupports skilled requests on standard layer 1, 2 and 3 cross connect certification testingSupports the troubleshooting of skilled circuits (i.e., switched, multiplexed, etc.)Supports advanced testing and troubleshootingStakeholder PartnershipMonitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teamsProvides escalation support for work order expeditesPartners with internal stakeholders on cross functional workCustomer ManagementSupports customer satisfaction through timely and precise order execution and quality assurance checksDelivers a high level of service and an excellent customer experience when interfacing with customersSupports sensitive customer situationsManages time expectations on new deployments and existing alterationsSupports customers on-site by through access control and escorting servicesPoint of Contact (POC) for supporting skilled customer requests, exceptions or escalationsProjectsSupports advanced installations; provides input and identifies problems with drawings and assists with verification of custom projectsSupports vendors on various Data Center related projectsPerforms quality assurance on new customer installation or deployments TrainingSupports standard operating procedures and best practices to maintain a high level of service is maintainedMay coach others on operations procedures and basic safetyMay provide coaching and mentorship to  more junior team membersQualificationsTypically requires a high school diploma and 4-6 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.