Data Center Customer Operations Technician

Equinix • San Jose, CA

5d • Onsite

About The Position

Has a substantial understanding of the job while working on assignments that are moderately difficult requiring judgement in resolving issues or making recommendations. Focus is on moderately difficult tasks, using substantial understanding of standard operating procedure. Supports the overall team. COT is 24/7 365, the shifts are 7:00AM-7:00PM and 7:00PM-7:00AM for 4 days a week, Sun-Wed or Wed-Sat, and shifts change quarterly, a COT could potentially work 2 quarters of nightshift a year after training.

Requirements

• High school diploma and 2-4 years of equivalent work experience

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 moderately 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

Benefits

• Employee Assistance Program
• health insurance
• life insurance
• disability insurance
• voluntary plans
• Retirement plan
• Paid Time Off (PTO)
• Paid Holidays

What This Job Offers

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