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.
Supports customer operations within a Data Center and completes activities within an agreed service level. Activities include but not limited to cross-connect, network equipment installation, cables connection, etc.
Responsibilities
Queue Management / Reporting
Reviews work orders in the queue and works on requests by adhering to commitment times
Supports cross-functional teams to collaborate on customer tickets
Ensures any necessary reporting is complete and accurate; supports ad-hoc reporting requests
Actively provides input and makes recommendations to processes
Maintains detailed written records of all work activity
Updates local asset databases and other systems
Installations
Handles rack and stack customer equipment tickets
Able to read installation spreadsheet plans and supports implementing installations accordingly
Supports the installation of equipment, which may include: overhead cable trays, cage mesh, cabinets, and cable management/support systems; circuits for fiber terminations; cable distribution trays, cabinets, and cable management/support systems; and performs tape changes and back-up necessities.
Recognizes and raises capacity concerns for infrastructure expansions needs and cabling where needed
Performs quality checks on both cross-connects and on-site support tickets and recommends improvements
Cross-Connect
Supports data center cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing
Installs and tests cross-connect circuits, which may include: switched, multiplexed, etc.
Testing / Troubleshooting
Supports moderately difficult operating testing of layer 1, 2 and 3 cross-connect certification testing
Supports the troubleshooting of circuits
Escalates more advanced circuits and supports as needed
Works with customers to troubleshoot issues and uses experience gained to recommend solutions
Stakeholder Partnership
Monitors stock levels and proactively addresses needs for materials with proper teams
Provides escalated work order support, and supports dispatch of alarms
May provide back-up support to security personnel, if needed
Customer Management
Supports customer satisfaction through timely and precise order execution
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
Supports customers on-site by through access control and escorting services
Point of Contact (POC) for supporting moderately difficult customer requests, exceptions or escalations
Projects
Supports and partners with team members on projects as directed
Coordinates vendors for various Data Center related projects
Performs quality assurance on new customer installation or deployments
Training
Completes all assigned training in a timely manner
May provide guidance and support to more junior team members and new hires
Qualifications
Typically requires 4-7 years of hands‑on experience in data center operations, including customer-facing technical support and infrastructure work.
Completion of related engineering, IT, telecommunications, or data center operations coursework; formal certifications (e.g., fiber optics, Layer 1, data center operations) are advantageous.
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 Data Center Customer Operations Engineer IV supports customer operations within a data center, completing activities such as cross-connects and network equipment installations. They also manage work orders, collaborate with cross-functional teams, and ensure customer satisfaction through timely service delivery.
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