Data Center Customer Operations IV

Equinix • Carteret, NJ

8d • $60,200 - $90,200

About The Position

Equinix is seeking a Data Center Customer Operations IV team member to support data center operations and customer requests. The role requires substantial understanding of standard operating procedures and sound judgment when handling moderately difficult assignments, resolving issues, and making recommendations. The position supports the broader operations team and helps maintain and evolve critical infrastructure serving customers.

The role manages work orders and reporting, performs customer equipment installations and cross-connect work, supports testing and troubleshooting, and partners with stakeholders on materials, escalations, projects, and customer service. It also includes maintaining accurate activity records and asset databases, completing required training, and potentially guiding more junior team members and new hires.

Requirements

• High school diploma.
• 2–4 years of equivalent work experience.
• Substantial understanding of standard operating procedures and ability to use judgment to resolve moderately difficult issues or make recommendations.

Responsibilities

• Review queued work orders and complete moderately difficult requests within commitment times.
• Collaborate with cross-functional teams on customer tickets and complete accurate reporting, including ad-hoc requests.
• Provide process input and recommendations, maintain detailed written records of work, and update local asset databases and other systems.
• Handle moderately difficult rack-and-stack customer equipment tickets and interpret installation spreadsheet plans.
• Support installations involving infrastructure such as cable trays, cage mesh, cabinets, cable management systems, fiber circuits, and related cabling; perform tape changes and backup necessities.
• Identify and raise infrastructure capacity concerns related to expansions and cabling.
• Perform quality checks on cross-connects and on-site support tickets and recommend improvements.
• Support moderately difficult data center cross-connect installs, terminations, modifications, and testing; install and test circuits such as switched and multiplexed circuits.
• Support layer 1, 2, and 3 cross-connect certification testing and troubleshoot moderately difficult circuits; escalate advanced circuits and support them as needed.
• Work with customers to troubleshoot issues and recommend solutions based on experience.
• Monitor stock levels and proactively coordinate material needs with the appropriate teams.
• Provide escalated work-order support and support alarm dispatch; provide backup to security personnel if needed.
• Support customer satisfaction through timely, precise order execution and deliver a high level of service when interfacing with customers.
• Provide customers with time expectations for new deployments and existing alterations; support on-site access control and escorting.
• Act as a point of contact for moderately difficult customer requests, exceptions, or escalations.
• Partner with team members on assigned projects, coordinate vendors for data center projects, and perform quality assurance on new customer installations or deployments.
• Complete assigned training on time and may provide guidance and support to junior team members and new hires.

Benefits

• Employee Assistance Program.
• Health, life, disability, and voluntary insurance plans for employees and eligible family members.
• Retirement plan contributions by the employee and Equinix.
• Accrued paid time off and paid holidays.
• Employees are eligible for a bonus; equity may be offered depending on the position.

What This Job Offers

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