Data Center Technician - Level II - fibre knowledge

Equinix, Inc.; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

Equinix, Inc. in Greater London is seeking a Shift Customer Operations Technician to support customers and manage orders in our data center environment. You will contribute to deployments, alterations and on-site services, ensuring smooth delivery and high satisfaction.

The role covers installations, cross-connects, testing and reporting responsibilities, with a requirement to work rotating day and night shifts and maintain accurate records.

Qualifications

• Experience in customer service, operations, telecoms or data centres.
• Willingness to work a shift rotation that includes day and night shifts.
• Autonomy and ability to work with minimal supervision.
• Good computer knowledge, especially Windows.
• Experience with Cat6a / Fibre cabling: installation, termination and testing.
• Knowledge of TCP/IP and basic hardware configuration.

Responsibilities

• Ensure customer satisfaction by promptly meeting order requirements.
• Deliver exceptional customer experiences during interactions.
• Support new deployments and existing alterations according to procedures.
• Provide on-site support including access control and escorting services.
• Develop into a trusted escalation point for customers.
• Lead and support projects following standard procedures; assist vendors on projects.

Skills

Customer service

Operations

Telecomms / Data centres

Windows familiarity

Cat6a / Fibre cabling

TCP/IP knowledge

Hardware basics

Shift work

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.

As a Shift Customer Operations Technician, you'll 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.This role is the start of your career in Data Centers.

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

Qualifications

• Experience in Customer Service, Operations, telecomms or Data centres
• You will need to be willing to work a shift rotation that includes day and night shifts
• Motivation to work autonomously
• Good computer knowledge and familiarity (Windows)
• Experience of Cat6a / Fibre Cabling techniques (Installation, Termination & Testing)
• Knowledge of network protocols such as TCP/ IP
• Awareness of basic hardware configuration

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 Affi

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