Data Center Senior Customer Operations Engineer

PT. Equinix Indonesia JKT; Jawa Barat; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading data center services provider in Indonesia is seeking a Data Center Senior Customer Operations Engineer. The role involves supporting customer operations within the Data Center, including cross-connects, network equipment installations, and troubleshooting. Candidates should have over 7 years of experience in data center operations, focusing on customer-facing technical support. The position demands proficiency in managing projects and delivering excellent customer satisfaction through precise order executions.

Qualifications

• 7+ years of hands-on experience in data center operations required.
• Experience in customer-facing technical support is essential.

Responsibilities

• Supports customer operations within the Data Center by executing various tasks.
• Responsible for cross-connect installations and network equipment troubleshooting.
• Monitors stock levels and collaborates with teams on projects.

Skills

Customer-facing technical support

Cross-connect installation

Troubleshooting

Project coordination

Data center operations

Education

Engineering-related coursework

Formal certifications (fiber optics, Layer 1)

Job description

Data Center Senior Customer Operations Engineer

Supports customer operations within a Data Center and completes activities within an agreed service level. Activities include but not limited to cross-connect, network equipment installation, cables connection, etc.

Responsibilities

• Reviews work orders in the queue and works on 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 rack and stack customer equipment tickets
• Able to read installation spreadsheet plans and supports implementing installations accordingly
• Supports the installation of equipment, 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 data center cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing
• Installs and tests 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 circuits
• 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

• Typically requires 7 plus years of hands‑on experience in data center operations, including customer-facing technical support and infrastructure work.
• Completion of related engineering, IT, telecommunications, or data center operations coursework; formal certifications (e.g., fiber optics, Layer 1, data center operations) are advantageous.