Data Center Customer Operations IV

Equinix•Carteret, NJ

7d•Onsite

About The Position

Equinix is seeking a Data Center Customer Operations IV team member to support data center operations and customer requests. The role involves moderately difficult assignments that require sound judgment in resolving issues and making recommendations, as well as a substantial understanding of standard operating procedures. The position supports the wider team through queue management and reporting, equipment installations, cross-connect work, testing and troubleshooting, stakeholder coordination, customer service, project support, and training. The role is based in New York City, and the posting gives a targeted annual base pay range of $60,200–$90,200.

Requirements

Typically requires a high school diploma and 2–4 years of equivalent work experience.
Substantial understanding of standard operating procedures and ability to use judgment on moderately difficult assignments.
Ability to work with data center equipment installations, cross-connects, circuit testing, and troubleshooting at a moderately difficult level.

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 records of work activity, and update asset databases and other systems.
Handle moderately difficult rack-and-stack equipment tickets and interpret installation plans to support deployments.
Support installations involving infrastructure and cabling components, recognize capacity concerns, and perform quality checks on cross-connects and on-site support tickets.
Perform moderately difficult data center cross-connect installations, terminations, modifications, and testing.
Support certification testing and troubleshooting for layer 1, 2, and 3 circuits; escalate advanced circuits and recommend solutions to customers.
Monitor material stock levels, provide escalated work-order support, and support alarm dispatch; provide backup security support if needed.
Execute customer orders accurately and promptly, provide a high level of customer service, communicate deployment and alteration time expectations, and support on-site access and escorting.
Serve as a point of contact for moderately difficult customer requests, exceptions, and escalations.
Partner with team members on projects, coordinate vendors for data center projects, and perform quality assurance on new installations or deployments.
Complete assigned training promptly and potentially guide junior team members and new hires.