Job Description

Who are we?

Equinix is the world\xe2\x80\x99s digital infrastructure company\xc2\xae, operating over 250 data centers across the globe. Digital leaders harness Equinix\'s trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

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.

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

Is a skilled specialist that works on assignments requiring considerable judgement. Focus is on tasks using considerable skilled judgement and has deep understanding of standard operating procedures. Supports the overall team.

Responsibilities

Queue Management / Reporting

Reviews work orders in the queue and handles skilled requests which require deep understanding of standard operating procedures and adherence to commitment times

Reviews expedited requests and handles or re-directs to appropriate team members

Supports cross functional teams by collaborating on customer tickets

Maintains detailed written records of all work activity

Ensures any necessary reporting is complete and accurate; executes ad-hoc reporting requests

Creates Purchase Orders (PO\'s) and Purchase requests (PR\'s)

Assigns locks and keys for both Equinix and customer keys, where applicable

Supports creating reports to customers (e.g. power or access)

Updates local asset databases and other systems

Installations

Handles requests requiring skilled rack and stack support of customer equipment

Able to read skilled installation spreadsheet plans and supports implementing installations accordingly

Supports the building and installation of difficult and challenging installs; which may include:

- intra-cage fiber tray, ladder rack, customer equipment and cabinets;

overhead cable trays, cage mesh, cabinets, and cable management/support systems;

- grounds cabinets and two-post racks;
- performs tape changes and back-up updates.

Recognizes and raises advanced capacity concerns for infrastructure expansions needs and cabling

Performs quality checks on both cross-connects and on-site support tickets, and suggests improvements

Cross-Connect

Supports challenging data center cross-connect work requiring deep understanding of operating procedures for installs, terminations, modifications, and testing

Installs and tests challenging cross-connect circuits, which may include: switched, multiplexed, etc

Testing / Troubleshooting

Supports skilled requests on standard layer 1, 2 and 3 cross connect certification testing

Supports the troubleshooting of skilled circuits (i.e., switched, multiplexed, etc.)

Supports advanced testing and troubleshooting

Stakeholder Partnership

Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams

Provides escalation support for work order expedites

Partners with internal stakeholders on cross functional work

Customer Management

Supports customer satisfaction through timely and precise order execution and quality assurance checks

Delivers a high level of service and an excellent customer experience when interfacing with customers

Supports sensitive customer situations

Manages 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 skilled customer requests, exceptions or escalations

Projects

Supports advanced installations; provides input and identifies problems with drawings and assists with verification of custom projects

Supports vendors on various Data Center related projects

Performs quality assurance on new customer installation or deployments

Training

Supports standard operating procedures and best practices to maintain a high level of service is maintained

May coach others on operations procedures and basic safety

May provide coaching and mentorship to more junior team members

Qualifications

Typically requires a high school diploma and 4-6 years of equivalent work experience

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 .

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.

Equinix