Data Center Customer Operations IV

Equinix, Inc.; Saint-Denis; In loco; EUR 32.000 - 46.000; Tempo pieno

Descrizione del lavoro

Equinix, Inc. is seeking an Operations Associate to support data center activities including queue management, installation tasks, cross-connects, and tiered testing.

You will work closely with cross-functional teams to keep customer deployments on schedule and ensure high-quality service. The role emphasizes documentation, stakeholder coordination, and on-site support for access control, alarms, and incident resolution.

Competenze

• Typically requires a high school diploma and proven years of equivalent work experience.
• Ability to read and interpret installation plans and schematics.
• Familiarity with data center operations and cross-connect processes.

Mansioni

• Queue management and reporting to ensure timely handling of requests.
• Supports installations including rack and stack tasks and reading installation plans.
• Performs cross-connect installation and testing activities with guidance.
• Supports testing and troubleshooting of layer 1–3 circuits; escalates as needed.
• Monitors stock levels and coordinates with teams for materials.
• Provides on-site customer support and access control where required.
• Coordinates projects with vendors and ensures quality checks on deployments.
• Completes assigned training and may guide junior team members.

Conoscenze

Queue management

Cross-functional collaboration

Documentation

Reading installation plans

Customer service

Problem solving

Attention to detail

On-site support

Formazione

High school diploma

Strumenti

Rack and stack equipment

Installation plans reading

Cross-connect testing tools

Descrizione del lavoro

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

Has a substantial understanding of the job while working on assignments that are moderately difficult requiring judgement in resolving issues or making recommendations. Focus is on moderately difficult tasks, using substantial understanding of standard operating procedure. Supports the overall team.

Responsibilities

Queue Management / Reporting

• Reviews work orders in the queue and works on moderately difficult requests by adhering to commitment times

• Supports cross-functional teams to collaborate on customer tickets

• Ensures any necessary 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 moderately difficult rack and stack customer equipment tickets

• Able to read moderately difficult installation spreadsheet plans and supports implementing installations accordingly

• Supports the installation of moderately difficult installs, which may include: overhead cable trays, cage mesh, cabinets, and cable management/support systems; circuits for fiber terminations; cable distribution trays, cabinets, and cable management/support systems; 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 moderately difficult datacenter cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing

• Installs and tests moderately difficult cross-connect circuits, which may include: switched, multiplexed, etc.

Testing / Troubleshooting

• Supports moderately difficult operating testing of layer 1, 2 and 3 cross-connect certification testing

• Supports the troubleshooting of moderly difficult circuits (i.e., switched, multiplexed, etc.)

• Escalates more advanced circuits and supports as needed

• Works with customers to troubleshoot issues and uses experience gained to recommend solutions

Stakeholder Partnership

• Monitors stock levels and proactively addresses needs for materials with proper teams

• Provides escalated 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 interfacing 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 moderately difficult customer requests, exceptions or escalations

Projects

• Supports and partners with team members on projects as directed

• Coordinates vendors for various Data Center related projects

• Performs quality assurance on new customer installation or deployments

Training

• Completes all assigned training in a timely manner

• May provide guidance and support to more junior team members and new hires

Qualifications

Typical Degree & Years of Experience

• Typically requires a high school diploma and proven years of equivalent work experience

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Résumé du poste

Possède une compréhension substantielle des tâches et travaille sur des dossiers de difficulté modérée qui requièrent de traiter des problèmes et d’émettre des recommandations avec jugement. L’accent est mis sur des tâches de difficulté modérée qui exigent une compréhension substantielle des procédures d’exploitation standard. Offre assistance à toute l’équipe.

Responsabilités

Gestion des priorités et des suivis

• Révise les bons de travail en attente et travaille sur des requêtes de difficulté modérée en respectant les échéanciers

• Soutient les équipes interdisciplinaires lors de collaborations portant sur les tickets d’assistance technique de clients

• S’assure que les rapports nécessaires sont exhaustifs et exacts; soutient les demandes de rapports ad hoc

• Fournit activement de la rétroaction et des recommandations au sujet des processus

• Consigne de manière détaillée toutes les tâches dans un registre

• Met à jour les bases de données portant sur les actifs locaux et d’autres systèmes

Installations

• Traite des tickets de difficulté modérée au sujet d’équipements d’installation et d’intégration de la clientèle

• Peut comprendre des plans d’installation de difficulté modérée présentés sous forme de chiffrier et soutient les travaux d’installation en conséquence

• Veille à la mise sur pied d’installations de difficulté modérée, notamment: des systèmes de chemins de câbles en hauteur, de cages grillagées, d’armoires, de support et de gestion de câbles; des systèmes de circuits de raccordements de fibres, de chemins de distribution de câbles, d’armoires, de support et de gestion des câbles; change des bandes et veille aux sauvegardes nécessaires

• Reconnaît et soulève les problèmes de capacité dans le contexte d’agrandissement d’infrastructures et de prolongement de câblage où c’est nécessaire

• Effectue des contrôles de qualité pour vérifier des répartiteurs et répondre à des tickets d’assistance technique, et recommande des améliorations

Cross-Connect

• Soutient des activités de répartition de difficulté mod