Data Center Customer Operations III

Equinix • San Jose, CA

2d

About The Position

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. Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work. Job Summary Applies acquired job skills to work on tasks that are semi-routine in nature. Focus is on semi-routine tasks within standard operating procedures. Supports the overall team.

Requirements

• Typically requires a high school diploma and 1-2 years of equivalent work experience

Responsibilities

• Queue Management / Reporting Reviews work order requests in the queue and responds to semi-routine 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 semi-routine customer equipment tickets
• Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs, which may include: - fiber trays, ladder racks, customer equipment and cabinets; - semi-basic cage installs for mesh and overhead cable trays; and, performs tape changes and standard operating back-up changes
• Cross-Connect Supports semi-routine data center 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 semi-routine intra-building cross connects
• Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision
• Testing / Troubleshooting Supports semi-routine 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 semi-routine 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

Benefits

• Employee Assistance Program: An Employee Assistance program is available to all employees.
• US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members.
• - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
• - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED