About this role
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.
The Customer Operations Engineers will apply acquired job skills to work on tasks that are semi-routine in nature ensuring adherence to all SLA's and within standard operating procedures. The team will work collaboratively on all responsibilities, that will become more complex in nature over time.
Key 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
Maintains 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;
Cross-Connect
Supports semi-routine data center 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, key skills and attributes:
Ability to attain and maintain NV1 clearance
Commitment to customer service and teamwork
Background in IT, Telco, Data Centers or similar environment
Adapt quickly to changing work environment and customer expectations
Willingness and ideally desire to assist with expected pipeline of onsite project works
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.
We use artificial intelligence in our hiring process. Learn more here.
Other facts
About Equinix
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company®, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.
What you'll do
- The Customer Operations Engineer will manage work order queues, respond to semi-routine requests adhering to SLAs, and escalate issues according to standard procedures. Key duties include performing installations of customer equipment, managing various types of cross-connects, and supporting infrastructure setup following established protocols.
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