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IBX Customer Operations Technician IV
Equinix
24d ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Junior (1-3 years)
Full Time
Dallas, TX
Onsite
Company Size
10,000 Employees
Service Specialisms
Data center colocation
Interconnection services
Smart Hands / remote support
Software-defined interconnection
Network Edge services
Equinix Metal (bare metal)
Equinix Fabric (cloud routing)
Managed services (integration & advisory)
Sector Specialisms
No specialisms available
Role
What you would be doing
testing & troubleshooting
customer support
vendor support
ticket coordination
asset management
quality assurance
- Supports advanced testing and troubleshooting
- Point of Contact (POC) for supporting skilled customer requests, exceptions or escalations
- Supports vendors on various Data Center related projects
- May coach others on operations procedures and basic safety
- Provides escalation support for work order expedites
- Supports customer satisfaction through timely and precise order execution and quality assurance checks
- Updates local asset databases and other systems
- Handles requests requiring skilled rack and stack support of customer equipment
- Supports standard operating procedures and best practices to maintain a high level of service is maintained
- Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams
- Supports the troubleshooting of skilled circuits (i.e., switched, multiplexed, etc.)
- performs tape changes and back-up updates
- Supports customers on-site by through access control and escorting services
- Assigns locks and keys for both Equinix and customer keys, where applicable
- Supports sensitive customer situations
- Ensures any necessary reporting is complete and accurate; executes ad-hoc reporting requests
- Manages time expectations on new deployments and existing alterations
- Performs quality assurance on new customer installation or deployments
- 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 advanced installations; provides input and identifies problems with drawings and assists with verification of custom projects
- Creates Purchase Orders (PO's) and Purchase requests (PR's)
- Supports the building and installation of difficult and challenging installs; which may include:
- Supports challenging data center cross-connect work requiring deep understanding of operating procedures for installs, terminations, modifications, and testing
- Performs quality checks on both cross-connects and on-site support tickets, and suggests improvements
- Supports creating reports to customers (e.g. power or access)
- Recognizes and raises advanced capacity concerns for infrastructure expansions needs and cabling
- Partners with internal stakeholders on cross functional work
- Maintains detailed written records of all work activity
- 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
- May provide coaching and mentorship to more junior team members
What you bring
customer service
fiber tray
installation exp.
- Delivers a high level of service and an excellent customer experience when interfacing with customers
- intra-cage fiber tray, ladder rack, customer equipment and cabinets
- Able to read skilled installation spreadsheet plans and supports implementing installations accordingly
- Typically requires a high school diploma and 4-6 years of equivalent work experience
- grounds cabinets and two-post racks
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
1998
Year Established
The company was established in 1998, marking the beginning of its journey in providing data center and interconnection services.
25+ Countries
Global Presence
Operates in over 25 countries, showcasing its extensive international reach and capability to serve a global clientele.
200+ Data Centers
Global Infrastructure
Provides essential services through over 200 data centers worldwide, supporting digital ecosystems and business growth.
- World’s largest provider of data center and interconnection services.
- Offers cutting-edge solutions that enable businesses to scale and adapt to the digital age.
- Facilitates high-performance connections for industries like cloud computing, telecommunications, and finance.
- Provides services including hybrid cloud solutions, network and application performance optimization, and interconnection for business ecosystems.
- At the forefront of advancing global digital transformation through strategic partnerships with leading companies.
- Innovative business models drive enterprise infrastructure modernization, ensuring security and compliance.
- Thriving workplace where every colleague is valued and respected for who they are and what they contribute
- Foster belonging—cultivating an environment where every employee feels empowered to bring their authentic selves to work
- Deliberate inclusion of all perspectives to strengthen decision‑making and business outcomes
- Programs to enhance workplace experience and attract high‑performing talent
Net-zero by 2040
Greenhouse Gas Emissions Target
Committed to achieving net-zero greenhouse gas emissions across all scopes by 2040, verified by Science Based Targets.
50% reduction by 2030
Emission Reduction Target
Reducing Scope 1/2 emissions and fuel/energy-related Scope 3 emissions by half from 2019 levels by 2030.
100% Renewable Energy
Global Portfolio Goal
Aiming to source 100% of energy from renewable sources across all operations by 2030, having reached 96% in 2024.
A-List Recognition
CDP Climate Change
Achieved consecutive years of 'A-List' recognition from CDP for climate change management and transparency.
- Target global average PUE of 1.33 by 2030; achieved 1.39 in latest reporting (6% improvement YoY)
- Installed 72 MW fuel cells (capable of H₂ blends), avoiding 285,000 MTCO₂e and 382 billion gallons of embedded water use
- Consumed 8,560 GWh electricity across 268 data centers in 35 countries, with 1,285 MW of long-term PPAs
- Reduced operational Scope 1/2 emissions 24% from 2019 baseline; total 2024 footprint 1,747,700 MTCO₂e
- Issued ~$6.9 billion in green bonds to finance green buildings, energy efficiency, renewable energy, and decarbonization projects
17% increase
Women Employees Increase
Represents a significant global growth in the number of women employees over the past year.
14% increase
Black/African-American Employees
Signifies a notable rise in the number of U.S.-based Black/African-American employees.
47 organizations
Digital Inclusion Funding
Reflects the number of organizations supported by the foundation to enhance digital access and skills development.
11–37% increase
Employee Volunteer Hours
Highlights the growth in global volunteer hours, with a notable example of 25,300 hours in the latest reporting period.
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