Data Center Operations Specialist

4 weeks ago

Atlanta, Georgia, United States Equinix Full time
Job Summary

As a Data Center Customer Operations Technician IV at Equinix, you will play a critical role in maintaining our digital infrastructure. You will be responsible for managing work orders, collaborating with cross-functional teams, and ensuring accurate reporting. This position requires a substantial understanding of standard operating procedures and the ability to make recommendations.

Responsibilities

• Queue Management / Reporting: Review work orders in the queue and work 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.

Installations

• 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.

Cross-Connect

• 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.

Stakeholder Partnership

• 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.

Customer Management

• 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.

Projects

• 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.

Training

• Completes all assigned training in a timely manner.
• May provide guidance and support to more junior team members and new hires.

Qualifications

• Typically requires a high school diploma and 2-4 years of equivalent work experience.
• Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

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