Data Center Customer Operations Technician - Park Royal

Equinix; Greater London; On-site; GBP 40,000 - 50,000; Full time

Job summary

A global digital infrastructure company in Greater London is looking for a Customer Operations Technician Level III. The role requires expertise in fibre cabling and a strong dedication to customer service. Key responsibilities include ensuring customer satisfaction, leading projects, and providing on-site support. Candidates must be able to work flexible shifts, including nights. This company offers a competitive salary, extensive benefits, and opportunities for career advancement.

Benefits

Competitive salary

25 days holiday plus bank holidays

Life Assurance

Private Healthcare

Employee Stock Purchase Plan

Company Pension Plan

Cycle to Work Scheme

Annual Season Ticket Loan

Qualifications

• Experience in Customer Service, Operations, telecoms, or Data centres.
• Experience of Fibre Cabling techniques (Installation, Termination & Testing).
• You need to be willing to work a shift rota that includes day and night shifts.

Responsibilities

• Ensure customer satisfaction by promptly meeting order requirements.
• Deliver exceptional customer experiences during interactions.
• Lead and support projects according to standard operating procedures.
• Provide on-site support through access control and escorting services.

Skills

Customer Service experience

Fibre Cabling techniques

Autonomous work motivation

Job description

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 Technician Level III, you will already have a professional standard for the essential requirements including fibre skills and splicing (critical). You will also embark on an development journey where your technical skills will flourish, and your dedication to exceptional customer service will make you an invaluable member of our team. Join us in providing outstanding support to our customers, and together, let's create a world where technology meets exceptional service.

Responsibilities

Customer

• Ensure customer satisfaction by promptly meeting order requirements

• Deliver exceptional customer experiences during interactions

• Support new deployments and existing alterations according to operating procedures

• Provide on-site support through access control and escorting services

• Develop into a trusted point of escalation for customers

Projects

• Lead and support projects following standard operating procedures

• Assist vendors on projects & support on physical customer audits

Queue Management / Reporting

• Reviews and responds to work order requests in the queue, following commitment times

• Escalates and expedites orders according to standard procedures, with supervision for non-standard procedures

• Maintains detailed written records of work activity

• Updates local asset databases and other systems

Installations

• Rack and stack customer equipment tickets that are semi-routine. Follow standard operating procedures for semi-routine customer installations, including fiber trays, ladder racks, customer equipment and cabinets. Perform semi-basic cage installations for mesh and overhead cable trays. Carry out tape changes and standard operating backup changes to support intra-cage infrastructure installations.

Cross-Connect

• Supports semi-routine data center 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

Essential

• Experience in Customer Service, Operations, telecoms or Data centres

• Experience of Fibre Cabling techniques (Installation, Termination & Testing)

• To note splicing is critical to this role

• You will need to be willing to work a shift rota that includes day and night shifts

• Motivation to work autonomously

Desirable

• Good computer knowledge and familiarity

• Knowledge of network protocols such as TCP/ IP

• Awareness of basic hardware configuration

Why should you apply?

• Competitive salary

• 25 days holiday plus bank holidays, with the opportunity to purchase more (pro rata for shift positions)

• Insurance and Health: Life Assurance, Income Protection, Critical Illness Insurance, Private Healthcare, Eye Care Coverage, and Gymflex Membership

• Investment: Employee Stock Purchase Plan and Company Pension Plan

• Travel: Cycle to Work Scheme and Annual Season Ticket Loan

• Excellent growth and advancement opportunities

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 Affinative 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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