Customer Operations Engineer

Who are we?Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.  A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.Job 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 necessities Cross-ConnectSupports basic semi-routine datacenter standard operating cross-connect work order requests for installation, terminations, and modifications under supervision Testing / 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 supervision Stakeholder PartnershipSupports the operations and security personnel team for breaks or other activities, when necessary Customer 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 services ProjectsSupports fulfillment of projects under close supervision TrainingFinishes the assigned training in a timely manner Incident 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 scenarios QualificationsWe welcome everyone - from fresh graduates to experienced professionalsAt 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 skillsEquinix 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.