Data Center Customer Operations Engineer

7 days ago

Redwood City, California, United States Equinix Full time
Who are we?

Equinix is the world's digital infrastructure company, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.

Data Center Customer Operations Engineer

The Data Center Customer Operations Engineer is tasked with prioritizing, fulfilling, and maintaining the quality of time-bound ticket-driven requests within the data center. This encompasses managing expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, custom orders, tape backups, escort services, network support, logistics support, and security support.

Responsibilities:

Queue Management / Reporting
  • Review work order requests promptly and respond within the committed timeframes
  • Collaborate in raising and expediting higher-level orders under supervision as needed
  • Ensure meticulous documentation by maintaining comprehensive notes and records of activity fulfillment in the ticketing system
Installations
  • Rack and stack semi-routine customer equipment tickets.
  • Support routine intra-cage and infrastructure installations under mentorship, including:
  • Routine ladder racks and basic fiber raceways.
  • Basic cable management and support systems (patch panels).
  • Routine ground cabinets and basic post racks; may perform tape changes and basic backup tasks.
Cross-Connect
  • Assist with datacenter standard operating cross-connect work order requests, including installation, terminations, and modifications under supervision.
Testing / Troubleshooting
  • Support basic testing and routine installations of customer assets.
  • Assist with SOPs for Layer 1 cross-connect certification testing under supervision
  • Perform semi-routine testing as advised.
Stakeholder Partnership
  • Support the operations and security personnel team during breaks or other activities as needed.
Customer Management
  • Guarantee customer satisfaction by promptly adhering to basic order execution requirements
  • Deliver exceptional customer service experiences during interactions
  • Aid senior staff in managing time expectations for new deployments according to standard operating procedures
  • Offer on-site support to customers through access and escorting services as the need arises.
Projects
  • Assist in fulfilling projects under close supervision.
Training
  • Finish the assigned training promptly.
Incident Management
  • Assist senior staff in responding to on-site incidents as advised.
Teamwork
  • Collaborate internally or with other groups to improve efficiencies and reduce potential failure scenarios.
Qualifications:
  • Typically 2-3 years of relevant experience
  • At least a Higher Nitec in an Engineering/IT field
  • Willingness to work on rotating shifts
  • Ability to work independently and as part of a team
  • Excellent communication and interpersonal skills

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