Who are we?
Equinix is the world's digital infrastructure company®, operating over 260 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.
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Job Summary
Applies acquired job skills to work on tasks that are semi-routine in nature. Focus is on semi-routine tasks within standard operating procedures. Supports the overall team.
Responsibilities
Queue Management / Reporting
- Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times
- Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of non-standard procedure escalation requests
- Ensures adherence to commit times within standard operating procedures
- EMaintains detailed written records of all work activity
- Updates local asset databases and other systems
Installations
- Rack and stack semi-routine customer equipment tickets.
- Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs, which may include: fiber trays, ladder racks, customer equipment and cabinets: semi-basic cage installs for mesh and overhead cable trays; and, performs tape changes and standard operating back-up changes
Cross-Connect
- Supports semi-routine datacenter standard operating cross-connect work order requests (installs, terminations, modifications, and testing)
- Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and semi-routine intra-building cross connects
- Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision
Testing / Troubleshooting
- Supports semi-routine standard operating testing and standard operating installations of customer assets
- Supports standard operating procedures of layer 1 cross-connect certification testing
- May learn non-standard operating testing, such as: layer 2 and layer 3 testing, under supervision
Stakeholder Partnership
- Supports the operations and security personnel team for breaks or other activities, when necessary
- Supports standard operating procedural tasks provides back-up assistance to team members when necessary
Customer Management
- Supports customer satisfaction with timely adherence to following semi-routine execution order requirements
- Delivers a high level of service and an excellent customer experience when interfacing with customers
- Provides support with time expectations on new deployments and existing alterations, by following standard operating procedure guidelines
- Supports customers on-site by through access control and escorting services
Projects
- Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervision
- Supports vendors on projects
- Supports physical customer audits
Training
- Completes all assigned training in a timely manner
- May provide support to new hires
Qualifications
- Typically requires a high school diploma and proven years of equivalent work experience
Descrição do Cargo:
O candidato selecionado será responsável pela gestão da queue e relatórios, realização de instalações básicas de equipamentos nos clientes, suporte a cross-connect e execução de testes e troubleshooting. Adicionalmente, deverá apoiar a equipa de operações e segurança, garantir a satisfação do cliente e contribuir para o cumprimento de implementações. Exige-se que o candidato possua o ensino secundário completo e, pelo menos, 1 ano de experiência profissional equivalente. Oferecemos um pacote remuneratório competitivo, oportunidades de crescimento e um ambiente inclusivo e acolhedor.
Responsabilidades:
Gestão da Queue / Relatórios:
- Analisar solicitações de ordens de trabalho na queue e responder às ordens de trabalho rotineiras, cumprindo os prazos estabelecidos
- Participar nos escalonamentos e aceleração de ordens de nível superior
- Acompanhar ativamente as ordens de trabalho na queue para apoiar a equipa de forma eficaz
- Manter registos detalhados das atividades realizadas no sistema de tickets
Instalações:
- Realizar a instalação básica de equipamentos de clientes, com o apoio de membros mais experientes da equipa
- Suportar instalações de infraestrutura e intra-jaula de rotina, sob orientação, que podem incluir:
- Suportes de esteiras de fibra simples
- Sistemas de gestão e suporte de cabos (patch panels)
- Ligação Terra aos racks
Cross-Connect:
- Suportar a resolução de problemas básicos de cross-connect
Testes / Solução de Problemas:
- Suportar testes básicos e instalações de rotina de equipamentos ativos de clientes
- Realizar testes de certificação de cross-connect de camada 1
- Aprender e realizar testes semi-rotineiros
Parceria com as Partes Interessadas:
- Apoiar a equipa de operações e segurança em tarefas periódicas ou outras atividades
Gestão de Clientes:
- Contribuir para a satisfação do cliente cumprindo os prazos de execução dos pedidos
- Proporcionar uma experiência de atendimento ao cliente de qualidade nas interações
- Definir expectativas nas novas implantações, seguindo as orientações operacionais estabelecidas
- Prestar apoio aos clientes no local, através de serviços de acesso
Projetos:
- Apoiar o cumprimento de projetos
Formação:
- Concluir as formações atribuídas dentro dos prazos estabelecidos
Requisitos:
- Ensino secundário completo
- Mínimo de 1 ano de experiência profissional relevante
O que oferecemos:
- Pacote remuneratório abrangente e competitivo
- Seguro de saúde permanente (PHI)
- Direito a 23 dias de férias anuais, para além dos feriados legais
- Cartão de refeição
- Plano de Compra de Ações para Funcionários (ESPP)
- Excelentes oportunidades de crescimento e progressão na carreira
- Centro interno de formação e desenvolvimento, com planos de formação contínuos disponíveis para todos
- Um ambiente inclusivo, equilibrado e amigável, promovendo a ética do esforço
- Programa de Apoio ao Funcionário (EAP)
Nota: Estudos demonstram que muitos candidatos só se candidatam a uma vaga quando cumprem 100% dos requisitos exigidos. Encorajamos candidatos a trazerem as suas experiências e origens diversas para o cargo. Se está interessado em trabalhar na Equinix e encontrou uma posição que o desafia, não hesite em candidatar-se, mesmo que não preencha todos os requisitos de forma absoluta.
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
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.