IBX Customer Operations Technician

Equinix, Inc.; Ashburn (VA); On-site; USD 59,000 - 88,000; Full time

Benefits offered by this job

Employee Assistance Program

US Benefits

Job summary

Equinix, Inc. is seeking an Operations Technician to support data center workflows, queue management, and on-site installations. You will read installation plans, assist with cross-connects, and work with cross-functional teams to ensure precise, timely delivery of services.

The ideal candidate typically has a high school diploma and 2–4 years of related experience, with training provided. A comprehensive US benefits package is included.

Qualifications

• High school diploma or equivalent is required.
• 2–4 years of related work experience preferred.
• Ability to read and understand installation plans and schematics.

Responsibilities

• Queue management and reporting duties with adherence to timelines.
• Support cross-functional teams on customer tickets and deployments.
• Assist with rack, stack, and cross-connect installations and testing.
• Perform basic troubleshooting and escalate advanced issues as needed.
• Maintain accurate records and update asset databases.
• Coordinate with vendors and internal teams on project tasks.
• Provide on-site customer support and ensure high service levels.

Skills

Customer service orientation

Documentation

Cross-functional collaboration

Problem solving

Reading installation plans

Education

High school diploma

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

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 IBX 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.

Typical Degree & Years of Experience

• Typically requires a high school diploma and 2-4 years of equivalent work experience.

The targeted pay range for this position in the following location is / locations are:

United States - DC10 Washington DC : 59,000 - 88,400 USD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.

The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs.

Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program

An Employee Assistance program is available to all employees.

US Benefits:

• Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members.
• Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
• Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.

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.

We use artificial intelligence in our hiring process. Learn more here.