Data Center Customer Operations Technician

Equinix•Culpeper, VA

7d•$67,400 - $101,000•Onsite

About The Position

A highly skilled specialist that contributes to the development of new concepts and techniques, consistently works on complex assignments requiring independent action. Focus is on complex tasks requiring highly skilled and independent judgement, while contributing to the development of new concepts and techniques for standard operating procedures. Supports the overall team. 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.

Requirements

Typically requires a high school diploma and proven years of equivalent work experience

Responsibilities

Coordinates incoming requests and work assignments to support customer orders; works on complex customer requests
Initiates project meetings, including capturing and distributing notes and action items
Understands the approval process and determines timelines for orders that have been expedited or requires negotiation
Determines when to approve custom orders and amends for labor hours and material costs, if required
Coordinates the review of eligibility approvals in in the system
Provides weekly queue management activity reports and metrics to supervisor
Oversees completion of necessary reporting, manages ad-hoc reporting requests
Supports internal/external audits on request by management
Coordinates reviews and/or approvals of work order permits
Updates local asset databases and other systems
Creates/Supports reporting to customers (e.g. power or access)
Acts as a highly skilled subject matter support expert for customer installations within the team, including: rack and stack, cages, cable distribution trays, cabinets and cable management/support systems
Provides guidance and subject matter expertise to support large-scale installations
Coordinates complex installations and challenges related to customer installs and/or requests
Supports complex datacenter cross-connect work requiring development of new concepts and techniques for standard operating procedure and independent judgement for installs, terminations, modifications, and testing
Identifies cost savings opportunities and makes recommendations to leaders
Proposes and implements use of advanced technology, for testing equipment (fusion splicing, etc.)
Acts as a SME support lead for all cross-connect installs, terminations, testing and modifications
Utilizes advanced troubleshooting ability to lead fault resolution
Assures timely calibration and repairs on (testing) equipment
Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams
Supports and maintains relationships with internal stakeholders for cross functional work
Provides guidance to more junior team members on coordinating activity with internal stakeholders
Supports security team by dispatching contractors outside standard security office hours
Supports customer requirements/issues, especially in sensitive situations
Attends internal coordination, progress meetings or conference calls; and, provides updates as needed to customers
Point of Contact (POC) for supporting complex and high profile customer requests, exceptions or escalations
Acts as a subject matter expertise support lead for customer communications on projects
Develops job plans for large installation projects using various project management tools
Contributes to vendor review and oversight with management
Supports standard operating procedures and best practices to maintain a high level of service is maintained
May coach others on operations procedures and basic safety
May provide coaching and mentorship to more junior team members