Data Center Customer Operations II

　　Equinix is the world's digital infrastructure company, operating 250 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

　　We are a fast-growing global company with 20+ years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.

　　Joining our operations team means that you will be 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 as a company and is vital to our success.

　　Job Summary

　　The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests within the Data Center, including Expedite/Negotiate, Trouble tickets, Smart-hands, Installation/De-installation of Cages/Cabinets/Cabling, Custom Orders, Tape backups, Escorts services, Network Support, Logistics Support and Security Support. The Data Center Customer Operations Engineer is also responsible for handling BMS alarm monitoring, first level escalation on any incidents and performing daily site rounds to ensure that the Data Centre is maintained in a first-class condition.

　　Responsibilities

　　Queue Management / Reporting

　　Reviews work order requests in the queue and responds to routine work orders by adhering to commitment timesInvolved in escalating and expediting higher level orders, upon supervisionActively follows up on work orders in the queue to support the overall teamMaintains notes and records of activity fulfillment in the ticketing system

　　Installations

　　Rack and stack semi-routine customer equipment ticketsSupports routine intra-cage and infrastructure installations, under guidance, which may include:

　　- routine ladder racks and basic fiber raceways

　　- basic cable management and support systems (patch panels)

　　Routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities

　　Cross-Connect

　　Supports basic semi-routine datacenter standard operating cross-connect work order requests for installation, terminations, and modifications under supervision

　　Testing / Troubleshooting

　　Supports basic testing and routine installations of customer assetsSupports standard operating procedures layer 1 cross-connect certification testing under supervisionMay perform semi-routine testing, under supervision

　　Stakeholder Partnership

　　Supports the operations and security personnel team for breaks or other activities, when necessary

　　Customer Management

　　Supports customer satisfaction with timely adherence to following basic order execution requirementsDelivers quality customer service experience when interfacing with customersAssist senior staff with time expectations on new deployments, by following standard operating procedure guidelinesMay support customers on-site through access and escorting services

　　Projects

　　Supports fulfillment of projects under close supervision

　　Training

　　Completes all assigned training in a timely manner

　　Incident Management

　　Assists more senior staff with responding to all on-site incidents and acts as directed

　　Collaboration

　　May work internally or with other departments to support and increase efficiencies and reduce potential failure scenarios

　　Qualifications

　　Fresh graduates are welcomeAt least a Higher Nitec in an Engineering/IT fieldWillingness to work on rotating shiftsAbility to work independently and as part of a teamExcellent communication and interpersonal skills

　　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 Affirmative 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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