Customer Operations Engineer

Who are we?

Equinix is the world's digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

Joining our operations team means being at the center of everything - maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You'll find belonging, purpose, and a team that welcomes you-because when you feel valued, you're empowered to do your best work.

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.

• 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

• 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

• Supports basic semi-routine datacenter standard operating cross-connect work order requests for installation, terminations, and modifications under supervision

• 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

• Supports the operations and security personnel team for breaks or other activities, when necessary

• 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

• Supports fulfillment of projects under close supervision

• Finishes the assigned training in a timely manner

• Assists more senior staff with responding to all on-site incidents and acts as advised

• May work internally or with other groups to support and increase efficiencies and reduce potential failure scenarios

• We welcome everyone - from fresh graduates to experienced professionals
• 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