Customer Operations Engineer

Who are we?

Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests within the data center, including expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, custom orders, tape backups, escorts services, network Support, logistics support and security Support. The Data Center Customer Operations Engineer is also responsible for handling BMS alarm monitoring, first level issue on any incidents and performing daily site rounds to ensure that the Data Centre is maintained in a first-class condition.

Responsibilities
Queue Management / Reporting

• Reviews work order requests in the queue and responds to routine work orders by adhering to commitment times

• Involved in escalating and expediting higher level orders, upon supervision

• Actively follows up on work orders in the queue to support the overall team

• Maintains notes and records of activity fulfillment in the ticketing system

Installations

• Rack and stack semi-routine customer equipment tickets

• Supports routine intra-cage and infrastructure installations, under guidance, which may include:

• routine ladder racks and basic fiber raceways

• basic cable management and support systems (patch panels)

• Routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities

Cross-Connect

• Supports basic semi-routine datacenter standard operating cross-connect work order requests for installation, terminations, and modifications under supervision

Testing / Troubleshooting

• Supports basic testing and routine installations of customer assets

• Supports standard operating procedures layer 1 cross-connect certification testing under supervision

• May perform semi-routine testing, under supervision

Stakeholder Partnership

• Supports the operations and security personnel team for breaks or other activities, when necessary

Customer Management

• Supports customer satisfaction with timely consistency to following basic order execution requirements

• Delivers quality customer service experience when working with customers

• Assist senior staff with time expectations on new deployments, by following standard operating procedure guidelines

• May support customers on-site through access and escorting services

Projects

• Supports fulfillment of projects under close supervision

Training

• Finishes the assigned training in a timely manner

Incident Management

• Assists more senior staff with responding to all on-site incidents and acts as advised

Collaboration

• May work internally or with other groups to support and increase efficiencies and reduce potential failure scenarios

Qualifications

• We welcome everyone - from fresh graduates to experienced professionals

• At least a Higher Nitec in an Engineering/IT field

• Willingness to work on rotating shifts

• Ability to work independently and as part of a team

• Superb communication and interpersonal skills

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 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.