Data Center Customer Operations Technician IV

Who are we?

Equinix is the world’s digital infrastructure company, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners, and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences, and multiply their value, while supporting their sustainability goals.

Joining our operations team means being 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 and vital to our success.

Job Summary

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

Responsibilities

1. 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 reporting is complete and accurate; supports ad-hoc reporting requests.
• Provides input and makes recommendations to improve processes.
• Maintains detailed written records of all work activity.
• Updates local asset databases and other systems.

• Handles moderately difficult rack and stack customer equipment tickets.
• Reads installation spreadsheet plans and supports implementing installations accordingly.
• Supports the installation of various infrastructure components, including cable trays, cabinets, circuits, and more.
• Recognizes and raises capacity concerns for infrastructure expansion needs.
• Performs quality checks on cross-connects and on-site support tickets, recommending improvements.

• Supports moderately difficult data center cross-connect work, including installs, terminations, modifications, and testing.
• Installs and tests cross-connect circuits, such as switched and multiplexed circuits.

• Supports testing of layer 1, 2, and 3 cross-connects.
• Assists in troubleshooting circuits and escalates issues as needed.
• Works with customers to troubleshoot issues and recommends solutions based on experience.

• Monitors stock levels and proactively addresses material needs.
• Provides escalated support and supports alarm dispatch.
• May support security personnel if needed.

• Supports customer satisfaction through timely order execution.
• Delivers high-quality service when interfacing with customers.
• Supports new deployments and alterations.
• Supports on-site customer access and escort services.
• Acts as Point of Contact for customer requests and escalations.

• Supports team projects and coordinates vendors for data center projects.
• Performs quality assurance on installations and deployments.

• Completes assigned training timely.
• May guide and support junior team members and new hires.

Qualifications

• Typically requires a high school diploma and proven relevant work experience.