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.
Our culture is based on collaboration and the growth and development of our teams. We hire hardworking people who thrive on solving challenging problems and give them opportunities to hone new skills and try new approaches, as we grow our product portfolio with new software and network architecture solutions. 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
Entry to mid level experience as an End User Technology Services professional with experience in applications, systems and hardware.
Responsibilities
Data Center/Office Expansion Support
- Executes against documented plan
- Orders and installs new equipment
- Resolves issues and/or escalates issues to manager or Data Center construction/project manager
- Travels to sites, as necessary
System Audits
- Audit remediation, per instructions
- Escalates issues for resolution with vendor
End User Support (outside of Tickets, often individual)
- Ad hoc, real-time, EA and employee support to troubleshoot a wide range of issues including but not limited to, hardware and software issues
Software Installations, Packaging and Deployment
- Responsible for single or individual package deployment and software installations, confirming successful deployment/installation with user
- Partners with Sr Staff to test pre-mass deployment software packages, identifying issues and escalating up to Sr Staff
Ticket Triage and Resolution (event, incident, request)
- Tier 2 ticket triage
- Resolves majority of more complex issues and requests within Tier 2 scope (per list of pre-defined work categories), escalating as necessary
- Responsible for following equipment legal hold procedures
- Meets or exceeds 90%+ SLA compliance for ALL user requests
- Meets or exceeds 90%+ customer satisfaction for ALL user requests or issues
Application Administration
Internal GTS Staff Training
- Responsible for training more junior Associates
Hardware Deployment, Installation and Certification
- Responsible for PC and Mac imaging, installation of desktop monitors, phone and docking station, and/or other peripherals
Qualifications
- 2-4 years' relevant experience
- BSC/BEng/HND in Related field
- A+ and MCDST certification preferred
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.