Data Center Customer Operations Engineer - Emory, United States - Equinix

Description

Who are we?
Equinix is the world's digital infrastructure company, operating over 250 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 up the launch of digital services, deliver world-class experiences, and multiply their value, while supporting their sustainability goals.

Joining Our Team

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.

Data Center Customer Operations Engineer

The Data Center Customer Operations Engineer is tasked with prioritizing, fulfilling, and maintaining the quality of time-bound ticket-driven requests within the data center.

This encompasses managing expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, custom orders, tape backups, escort services, network support, logistics support, and security support.

Responsibilities:
Queue Management / Reporting

Review work order requests promptly and respond within the committed timeframes

Collaborate in raising and expediting higher-level orders under supervision as needed

Ensure meticulous documentation by maintaining comprehensive notes and records of activity fulfillment in the ticketing system

Installations

Rack and stack semi-routine customer equipment tickets

Support routine intra-cage and infrastructure installations under mentorship, including:

Routine ladder racks and basic fiber raceways

Basic cable management and support systems (patch panels)

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

Cross-Connect

Assist with data center standard operating cross-connect work order requests, including installation, terminations, and modifications under supervision

Testing / Troubleshooting

Support basic testing and routine installations of customer assets

Assist with SOPs for Layer 1 cross-connect certification testing under supervision

Perform semi-routine testing as advised

Stakeholder Partnership

Support the operations and security personnel team during breaks or other activities as needed

Customer Management

Guarantee customer satisfaction by promptly adhering to basic order execution requirements

Deliver exceptional customer service experiences during interactions

Aid senior staff in managing time expectations for new deployments according to standard operating procedures

Offer on-site support to customers through access and escorting services as the need arises

Projects

Assist in fulfilling projects under close supervision

Training

Finish the assigned training promptly

Incident Management

Assist senior staff in responding to on-site incidents as advised

Teamwork

Collaborate internally or with other groups to improve efficiencies and reduce potential failure scenarios


Qualifications:
Typically 2-3 years of relevant experience

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

Excellent communication and interpersonal skills

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