Senior Data Center Customer Operations Engineer

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 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 Job Summary Is a skilled specialist that works on assignments requiring considerable judgement Focus is on tasks using considerable skilled judgement and has deep understanding of standard operating procedures Supports the overall team Responsibilities Queue Management Reporting Reviews work orders in the queue and handles skilled requests which require deep understanding of standard operating procedures and adherence to commitment times Reviews expedited requests and handles or re-directs to appropriate team members Supports cross functional teams by collaborating on customer tickets Maintains detailed written records of all work activity Ensures any necessary reporting is complete and accurate executes ad-hoc reporting requests Creates Purchase Orders PO s and Purchase requests PR s Assigns locks and keys for both Equinix and customer keys where applicable Supports creating reports to customers e g power or access Updates local asset databases and other systems Installations Handles requests requiring skilled rack and stack support of customer equipment Able to read skilled installation spreadsheet plans and supports implementing installations accordingly Supports the building and installation of difficult and challenging installs which may include intra-cage fiber tray ladder rack customer equipment and cabinets overhead cable trays cage mesh cabinets and cable management support systems grounds cabinets and two-post racks performs tape changes and back-up updates Recognizes and raises advanced capacity concerns for infrastructure expansions needs and cabling Performs quality checks on both cross-connects and on-site support tickets and suggests improvements Cross-Connect Supports challenging datacenter cross-connect work requiring deep understanding of operating procedures for installs terminations modifications and testing Installs and tests challenging cross-connect circuits which may include switched multiplexed etc Testing Troubleshooting Supports skilled requests on standard layer 1 2 and 3 cross connect certification testing Supports the troubleshooting of skilled circuits i e switched multiplexed etc Supports advanced testing and troubleshooting Stakeholder Partnership Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams Provides escalation support for work order expedites Partners with internal stakeholders on cross functional work Customer Management Supports customer satisfaction through timely and precise order execution and quality assurance checks Delivers a high level of service and an excellent customer experience when interfacing with customers Supports sensitive customer situations Manages 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 skilled customer requests exceptions or escalations Projects Supports advanced installations provides input and identifies problems with drawings and assists with verification of custom projects Supports vendors on various Data Center related projects Performs quality assurance on new customer installation or deployments Training Supports standard operating procedures and best practices to maintain a high level of service is maintained May coach others on operations procedures and basic safety May provide coaching and mentorship to more junior team members Qualifications Typically requires a Degree in Engineering and 4-6 years of equivalent work experience 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 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