IBX Customer Operations Technician V

Equinix•Ashburn, VA

1d•$67,400 - $101,000•Onsite

About The Position

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future. 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. This role is a skilled specialist that works on assignments requiring considerable judgement. Focus is on tasks using considerable skilled judgement and has deep understanding of standard operating procedures. Supports the overall team.

Requirements

High school diploma and 4-6 years of equivalent work experience.

Responsibilities

Reviews work orders in the queue and handles skilled requests which require deep understanding of standard operating procedures and adherence to commitment times.
Reviews expedited requests and handles or re-directs to appropriate team members.
Supports cross functional teams by collaborating on customer tickets.
Maintains detailed written records of all work activity.
Ensures any necessary reporting is complete and accurate; executes ad-hoc reporting requests.
Creates Purchase Orders (PO's) and Purchase requests (PR's).
Assigns locks and keys for both Equinix and customer keys, where applicable.
Supports creating reports to customers (e.g. power or access).
Updates local asset databases and other systems.
Handles requests requiring skilled rack and stack support of customer equipment.
Able to read skilled installation spreadsheet plans and supports implementing installations accordingly.
Supports the building and installation of difficult and challenging installs; which may include: intra-cage fiber tray, ladder rack, customer equipment and cabinets; overhead cable trays, cage mesh, cabinets, and cable management/support systems; grounds cabinets and two-post racks; performs tape changes and back-up updates.
Recognizes and raises advanced capacity concerns for infrastructure expansions needs and cabling.
Performs quality checks on both cross-connects and on-site support tickets, and suggests improvements.
Supports challenging datacenter cross-connect work requiring deep understanding of operating procedures for installs, terminations, modifications, and testing.
Installs and tests challenging cross-connect circuits, which may include: switched, multiplexed, etc.
Supports skilled requests on standard layer 1, 2 and 3 cross connect certification testing.
Supports the troubleshooting of skilled circuits (i.e., switched, multiplexed, etc.).
Supports advanced testing and troubleshooting.
Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams.
Provides escalation support for work order expedites.
Partners with internal stakeholders on cross functional work.
Supports customer satisfaction through timely and precise order execution and quality assurance checks.
Delivers a high level of service and an excellent customer experience when interfacing with customers.
Supports sensitive customer situations.
Manages 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 skilled customer requests, exceptions or escalations.
Supports advanced installations; provides input and identifies problems with drawings and assists with verification of custom projects.
Supports vendors on various IBX related projects.
Performs quality assurance on new customer installation or deployments.
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.