Data Center Customer Operations Engineer IV

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.

• Review work orders in the queue and tackle requests within agreed timelines.
• Collaborate with cross-functional teams to address customer tickets and ensure seamless communication.
• Prepare accurate and comprehensive reports, and be open to ad-hoc reporting requests.
• Share your valuable insights and recommendations to improve our processes.
• Maintain detailed records of your work activities.
• Update asset databases and other systems to keep everything up to date.

• Handle customer equipment tickets, including rack and stack tasks that require your expertise.
• Read and implement installation spreadsheet plans.
• Support the installation of various components, such as overhead cable trays, cabinets, and cable management systems.
• Identify and raise concerns regarding infrastructure expansions and cabling needs.
• Perform quality checks on cross-connects and on-site support tickets, and suggest improvements.

• Support data center cross-connect work, including installations, terminations, modifications, and testing.
• Install and test cross-connect circuits, such as switched and multiplexed connections.

• Conduct operating tests for layer 1, 2, and 3 cross-connect certification.
• Troubleshoot circuits, including switched and multiplexed connections.
• Collaborate with advanced support teams when needed.
• Work closely with customers to troubleshoot issues and provide effective solutions based on your experience.

• Monitor stock levels and proactively address material needs with the relevant teams.
• Provide escalated work order support and assist in dispatching alarms.
• Offer backup support to security personnel, if required.

• Ensure customer satisfaction by executing orders in a timely and precise manner.
• Deliver exceptional service and create an excellent customer experience during interactions.
• Provide support in estimating timeframes for new deployments and alterations.
• Assist customers on-site with access control and escorting services.
• Act as the point of contact for customer requests, exceptions, or escalations.

• Collaborate with team members on various projects as directed.
• Coordinate with vendors for Data Center-related projects.
• Conduct quality assurance checks on new customer installations or deployments.

• Complete assigned training within the given timeframe.
• Share your knowledge and support junior team members and new hires, if needed.

• High school diploma in an IT / Computer Engineering field or equivalent work experience (2-4 years) preferred.