Job Description

Data Center Customer Operations Engineer Equinix is the world\xe2\x80\x99s 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 Customer Operations Engineer is required to work within our Data Centre\xe2\x80\x99s as part of a rotating shift team. They are tasked with providing our customers with the highest standards of technical service as required. Customer Operations Engineers are also responsible for the first level escalation on any incidents, managing BMS monitor alarm, and performing site round (CRAC / Genset / Lighting, etc.) to ensure that the Data Centre is maintained in a first class condition. After receiving orientation and onboarding training you will become a valued member of the Equinix team.
Responsibilities Queue Management / Reporting

• Reviews work order requests in the queue and responds to work orders by adhering to commitment times.
• Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of non-standard procedure escalation requests.
• Ensures adherence to commit times within standard operating procedures.
• Maintains detailed written records of all work activity
• Updates local asset databases and other systems.

Installations

• Rack and stack customer equipment tickets.
• Supports intra-cage infrastructure installations by following the standard operating procedures of customer installs, which may include:
• fiber trays, ladder racks, customer equipment and cabinets;
• cage installs for mesh and overhead cable trays; and, performs tape changes and standard operating back-up changes.

Cross-Connect

• Supports datacenter standard operating cross-connect work order requests (installs, terminations, modifications, and testing).
• Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and intra-building cross connects.
• Learns to install \'across\' connect circuits (switched, multiplexed, etc.), under supervision.

Testing / Troubleshooting

• Supports standard operating testing and standard operating installations of customer assets.
• Supports standard operating procedures of layer 1 cross-connect certification testing.
• May learn non-standard operating testing, such as: layer 2 and layer 3 testing, under supervision.

Stakeholder Partnership

• Supports the operations and security personnel team for breaks or other activities, when necessary.
• Supports standard operating procedural tasks provides back-up assistance to team members when necessary.

Customer Management

• Supports customer satisfaction with timely adherence to following execution order requirements.
• 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, by following standard operating procedure guidelines.
• Supports customers on-site by through access control and escorting services.

Projects

• Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervision.
• Supports vendors on projects.
• Supports physical customer audits.

Training

• Completes all assigned training in a timely manner.
• May provide support to new hires.

Qualifications

• Typically requires a high school diploma and 0-3 years of equivalent work experience
• Relevant degree holder and fresh graduates can apply
• Able to work on shift

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.