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.
Job Summary
The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests within the data center, including expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, custom orders, tape backups, escorts services, network Support, logistics support and security Support. The Data Center Customer Operations Engineer is also responsible for handling BMS alarm monitoring, first level issue on any incidents and performing daily site rounds to ensure that the Data Centre is maintained in a first-class condition.
Responsibilities
Queue Management / Reporting
Reviews work order requests in the queue and responds to routine work orders by adhering to commitment times
Involved in escalating and expediting higher level orders, upon supervision
Actively follows up on work orders in the queue to support the overall team
Maintains notes and records of activity fulfillment in the ticketing system
Installations
Rack and stack semi-routine customer equipment tickets
Supports routine intra-cage and infrastructure installations, under guidance, which may include:
routine ladder racks and basic fiber raceways
basic cable management and support systems (patch panels)
Routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities
Cross-Connect
Supports basic semi-routine datacenter standard operating cross-connect work order requests for installation, terminations, and modifications under supervision
Testing / Troubleshooting
Supports basic testing and routine installations of customer assets
Supports standard operating procedures layer 1 cross-connect certification testing under supervision
May perform semi-routine testing, under supervision
Stakeholder Partnership
Supports the operations and security personnel team for breaks or other activities, when necessary
Customer Management
Supports customer satisfaction with timely consistency to following basic order execution requirements
Delivers quality customer service experience when working with customers
Assist senior staff with time expectations on new deployments, by following standard operating procedure guidelines
May support customers on-site through access and escorting services
Projects
Supports fulfillment of projects under close supervision
Training
Finishes the assigned training in a timely manner
Incident Management
Assists more senior staff with responding to all on-site incidents and acts as advised
Collaboration
May work internally or with other groups to support and increase efficiencies and reduce potential failure scenarios
Qualifications
Fresh graduates are welcome, typically 1-2 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
Superb communication and interpersonal skills
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.
