Data Center Customer Operation Technician

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.

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

Has a substantial understanding of the job while working on assignments that are moderately difficult requiring judgement in resolving issues or making recommendations. Focus is on moderately difficult tasks, using substantial understanding of standard operating procedure. Supports the overall team.

Responsibilities

Queue Management / Reporting

Reviews work orders in the queue and works on moderately difficult 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 moderately difficult rack and stack customer equipment tickets

Able to read moderately difficult installation spreadsheet plans and supports implementing installations accordingly

Supports the installation of moderately difficult installs, 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 moderately difficult data center cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing

Installs and tests moderately difficult 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 moderately difficult circuits (i.e., switched, multiplexed, etc.)

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 a high school diploma and 2-4 years of equivalent work experience

A natural curiosity and strong troubleshooting skills

Experience working in a critical facility where failure is not an option

Willingness to learn and adhere to protocols and processes in place

Strong system level mechanical or electrical proficiency

You are capable of lifting up to 50 lbs. and are agile in manual dexterity (climb, stoop, et.) with or without accommodation

24/7 Operation - Your flexibility to work any assigned shift, off-schedule, fill in for workmates and respond to emergencies, etc.

The targeted pay range for this position in the following location is / locations are:

United States - NY4 New York City : 59,000 - 88,400 USD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program: An Employee Assistance program is available to all employees.

US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.

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.

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