Data Center Customer Operations IV- Night Shift

Equinix•Dallas, TX

1d•Onsite

About The Position

As a Data Center Customer Operations Technician IV, you will play a key role in delivering exceptional customer service and technical support within our data centers. You will take ownership of complex customer requests, drive timely resolution of issues, and ensure the successful delivery of critical infrastructure services. In this role, you'll serve as a technical expert, troubleshooting complex challenges while coordinating and executing a wide range of customer operations activities. This position has a substantial understanding of the job while working on assignments that are moderately difficult requiring judgment in resolving issues or making recommendations. The focus is on moderately difficult tasks, using substantial understanding of standard operating procedure. Supports the overall team.

Requirements

Typically requires a high school diploma and proven years of equivalent work experience
Willing to work a rotating shift, including nights

Responsibilities

Reviews work orders in the queue and works on moderately difficult requests by adhering to commitment times
Supports cross-functional teams to collaborate on customer tickets
Ensures any necessary reporting is complete and accurate; supports ad-hoc reporting requests
Actively provides input and makes recommendations to processes
Maintains detailed written records of all work activity
Updates local asset databases and other systems
Handles moderately difficult rack and stack customer equipment tickets
Able to read moderately difficult installation spreadsheet plans and supports implementing installations accordingly
Supports the installation of moderately difficult installs, which may include: overhead cable trays, cage mesh, cabinets, and cable management/support systems; circuits for fiber terminations; cable distribution trays, cabinets, and cable management/support systems; and performs tape changes and back-up necessities
Recognizes and raises capacity concerns for infrastructure expansions needs and cabling where needed
Performs quality checks on both cross-connects and on-site support tickets and recommends improvements
Supports moderately difficult datacenter cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing
Installs and tests moderately difficult cross-connect circuits, which may include: switched, multiplexed, etc.
Supports moderately difficult operating testing of layer 1, 2 and 3 cross-connect certification testing
Supports the troubleshooting of moderly difficult circuits (i.e., switched, multiplexed, etc.)
Escalates more advanced circuits and supports as needed
Works with customers to troubleshoot issues and uses experience gained to recommend solutions
Monitors stock levels and proactively addresses needs for materials with proper teams
Provides escalated work order support, and supports dispatch of alarms
May provide back-up support to security personnel, if needed
Supports customer satisfaction through timely and precise order execution
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
Supports customers on-site by through access control and escorting services
Point of Contact (POC) for supporting moderately difficult customer requests, exceptions or escalations
Supports and partners with team members on projects as directed
Coordinates vendors for various Data Center related projects
Performs quality assurance on new customer installation or deployments
Completes all assigned training in a timely manner
May provide guidance and support to more junior team members and new hires