Data Center Customer Operations

Data Center Customer Operations
Equinix is the world's digital infrastructure company, operating ‎245+ 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 ‎70+ quarters of 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 ‎2,000+ 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
Applies acquired job skills to work on tasks that are semi-routine in nature.
Focus is on semi-routine tasks within standard operating procedures. Supports
the overall team.

Responsibilities
Queue Management / Reporting
* Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times
* Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of non-standard procedure escalation requests
* Ensures adherence to commit times within standard operating procedures
* Maintains detailed written records of all work activity
* Updates local asset databases and other systems
Installations
* Rack and stack semi-routine customer equipment tickets
* Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs, which may include - fiber trays, ladder racks, customer equipment and cabinets; - semi-basic cage installs for mesh and overhead cable trays; and, performs tape changes and standard operating back-up changes
Cross-Connect
* Supports semi-routine datacenter standard operating cross-connect work order requests (installs, terminations, modifications, and testing)
* Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and semi-routine intra-building cross connects
* Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision
Testing / Troubleshooting
* Supports semi-routine standard operating testing and standard operating installations of customer assets
* Supports standard operating procedures of layer ‎1 cross-connect certification testing
* May learn non-standard operating testing, such as: layer ‎2 and layer ‎3 testing, under supervision
Stakeholder Partnership
* Supports the operations and security personnel team for breaks or other activities, when necessary
* Supports standard operating procedural tasks provides back-up assistance to team members when necessary
Customer Management
* Supports customer satisfaction with timely adherence to following semi-routine execution order requirements
* Delivers a high level of service and an excellent customer experience when interfacing with customers
* Provides support with time expectations on new deployments and existing alterations, by following standard operating procedure guidelines
* Supports customers on-site by through access control and escorting services
Projects
* Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervision
* Supports vendors on projects
* Supports physical customer audits
Training
* Completes all assigned training in a timely manner
* May provide support to new hires
Qualifications
* Typically requires a high school diploma
* Proven years of equivalent work experience
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.