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 Summary:As a Customer Operations Engineer you will lead from the front a team of Technicians within the IBX (International Business Exchange) data center and develop into a subject matter expert across the wider campus. You will ensure the delivery of high-quality, consistent, and responsive customer service.This role includes all day-to-day operations, coordinating customer installations and service requests, assisting to drive continuous improvement in service delivery and operational efficiency, and supporting the training and development of both direct and indirect reports across multiple sites.This a great opportunity to work closely with Supervisor and develop your leadership and technical expertise under their tutelage. We are looking for a skilled specialist that works on assignments requiring considerable judgement. Focus will be on understanding standard operating procedures to support the overall team and most importantly our customer base.Key responsibilities:Queue 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, etc.Testing / 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 memberQualifications, key skills and & experience:• Proven experience in a customer-facing operations role, preferably in a data center or technical environment.• Leadership and team management skills will be highly valued, with excellent communication and problem-solving abilities.• Familiarity with IT infrastructure, cabling, and data center operations, and experience in developing or training colleagues• Ability to work in a fast-paced, 24/7 operational environmentBenefits of the role:Salary package containing annual bonus, shift allowancesSupport newly appointed supervisor and be able to become SME of the site and lead a small team when supervisor is awayAbility to shape the function across the cluster, optimize processes, help develop shape and mentor our onsite engineersAccess to onsite gyms, EV chargers, ranging company, wellness, financial benefitsEquinix 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.
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