Data Center Customer Operations IV

Data Center Customer Operations IV

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 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 a Degree/Diploma Electronics/ E& TC/ Computer/IT and 4-5 years of equivalent work experience

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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.

JR-144574