Senior Data Center Customer Operations Engineer

Senior 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 Summary: The Customer Operations Engineer is required to work within our Data Centre’s rotating shift team. They are tasked with providing our customers with the highest standards of technical service as the need arises. Customer Operations Engineers are also responsible for the first level escalation on any incidents, handling 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.  Responsibilities: Queue Management / Reporting Reviews work orders in the queue and works on difficult requests by adhering to dedication times Supports multi-functional teams to collaborate on customer tickets Ensures any vital reporting is complete and accurate; supports ad-hoc reporting requests Actively provides input and makes recommendations to processes Maintains detailed written records of all work activity Updates local asset databases and other systems Installations Handles difficult rack and stack customer equipment tickets Able to read difficult installation spreadsheet plans and supports implementing installations accordingly Supports the installation of difficult installs, such as 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 necessities Recognizes and raises capacity concerns for infrastructure expansions needs and cabling where needed Performs quality checks on both cross-connects and on-site support tickets and recommends improvements Cross-Connect Supports difficult datacenter cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing Installs and tests difficult cross-connect circuits Testing / Troubleshooting Supports difficult operating testing of layer 1, 2 and 3 cross-connect certification testing Supports the fixing of difficult circuits  Raises more sophisticated circuits and supports as needed Works with customers to solve issues and uses experience gained to recommend solutions Stakeholder Partnership Supervises stock levels and proactively addresses needs for materials with accurate teams Provides work order support, and supports dispatch of alarms May provide back-up support to security personnel, if needed Customer Management Supports customer satisfaction through timely and precise order execution Delivers a high level of service and an excellent customer experience when collaborating with customers Provides support with time expectations on new deployments and existing alterations Supports customers on-site by through access control and escorting services Point of Contact (POC) for supporting difficult customer requests, exceptions or issues Projects Supports and partners with team members on projects as advised Coordinates vendors for various Data Center related projects Performs quality assurance on new customer installation or deployments Training Finishes the assigned training in a timely manner May provide mentorship and support to more junior team members and new hires  Qualifications: Typically requires minimum 4-6 years+ of equivalent work experience 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.