Data Center Customer Operations II

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.

Job Summary

Acquires job skills to resolve routine tasks requiring limited judgment. Focus is on routine tasks using limited judgment of standard operating procedures. Supports the overall team.

Responsibilities

Queue Management / Reporting

• Reviews work order requests in the queue and responds to routine work orders by adhering to commitment times.
• Escalates and expedites higher-level orders, upon supervision.
• Follows up on work orders in the queue to support the overall team.
• Maintains notes and records of activity fulfillment in the ticketing system.

Installations

• Rack and stack basic customer equipment with guidance from more senior team members.
• Supports 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
• May perform tape changes and basic backup necessities.

Cross-Connect

• Supports basic cross-connect troubleshooting.

Testing / Troubleshooting

• Supports basic testing and routine installations of customer assets.
• Supports standard layer 1 cross-connect certification testing, under supervision.
• May learn more semi-routine testing, under supervision.

Stakeholder Partnership

• Supports operations and security personnel for breaks or other activities, when necessary.

Customer Management

• Supports customer satisfaction with timely adherence to following basic order execution requirements.
• Delivers a quality customer service experience when interfacing with customers.
• Discusses time expectations on new deployments by following standard operating procedure guidelines.
• May support customers on-site through access and escorting services.

Projects

• Supports fulfillment of projects under close supervision.

Training

• Completes assigned training in a timely manner.

Qualifications

Typical Degree & Years of Experience

• Typically requires a high school diploma and 1 year of equivalent work experience.