Data Center Customer Operations V

Overview

Skilled specialist managing data center ops, installations, cross‑connects, and customer support.

Key Responsibilities

• cross-connects
• troubleshooting
• quality assurance
• reporting
• asset management
• escalation

Tasks

-Assigns locks and keys for both Equinix and customer keys, where applicable -Supports sensitive customer situations -May coach others on operations procedures and basic safety -Supports cross functional teams by collaborating on customer tickets -Supports customer satisfaction through timely and precise order execution and quality assurance checks -Supports skilled requests on standard layer 1, 2 and 3 cross connect certification testing -Maintains detailed written records of all work activity -May provide coaching and mentorship to more junior team members -Supports advanced testing and troubleshooting -Installs and tests challenging cross-connect circuits, which may include: switched, multiplexed, etc. -Ensures any necessary reporting is complete and accurate; executes ad-hoc reporting requests -Reviews expedited requests and handles or re-directs to appropriate team members -Partners with internal stakeholders on cross functional work -Supports vendors on various Data Center related projects -Supports challenging datacenter cross-connect work requiring deep understanding of operating procedures for installs, terminations, modifications, and testing -Handles requests requiring skilled rack and stack support of customer equipment -Reviews work orders in the queue and handles skilled requests which require deep understanding of standard operating procedures and adherence to commitment times -Recognizes and raises advanced capacity concerns for infrastructure expansions needs and cabling -Supports advanced installations; provides input and identifies problems with drawings and assists with verification of custom projects -Manages time expectations on new deployments and existing alterations -Creates Purchase Orders (PO's) and Purchase requests (PR's) -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) -Provides escalation support for work order expedites -Point of Contact (POC) for supporting skilled customer requests, exceptions or escalations -Performs quality assurance on new customer installation or deployments -Supports customers on-site by through access control and escorting services -Supports the troubleshooting of skilled circuits (i.e., switched, multiplexed, etc.) -Supports standard operating procedures and best practices to maintain a high level of service is maintained -Updates local asset databases and other systems -Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams -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

Requirements

• spreadsheet
• installation
• customer service
• high school
• 4-6 years

What You Bring

-Able to read skilled installation spreadsheet plans and supports implementing installations accordingly -Delivers a high level of service and an excellent customer experience when interfacing with customers -Typically requires a high school diploma and 4-6 years of equivalent work experience

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About Equinix

-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.

Sector Specialisms