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:

In the Customer Operations III position you will apply acquired job skills to work on tasks that encompass all learnings and training from current level whilst building out and working on more complex duties over time. Focus will be on semi-routine tasks within standard operating procedures; however, applicants need to be flexible to and open to change as the workload may evolve to new customer requirement. This position provides support to the overall team, including leading shifts with newer and less experienced colleagues.

We have multiple roles across the Campus and will be running interviews for all roles through a single process, so applicants from all sites are encouraged to apply if they are ready to take the step up in additional duties, and particularly if looking to expand knowledge and experience outside their current IBX.

Key responsibilities:

Queue Management / Reporting

• Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times
• Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of non-standard procedure escalation requests
• Ensures adherence to commit times within standard operating procedures
• Maintains detailed written records of all work activity
• Updates local asset databases and other systems

Installations

• Rack and stack semi-routine customer equipment tickets
• Supports intra-cage infrastructure installations by following the standard operating procedures of r installs, which may include: customer equipment and cabinets
• Performs tape changes and standard operating back-up changes

Cross-Connect

• Supports semi-routine datacentre standard operating cross-connect work order requests (installs, terminations, modifications, and testing)
• Ensures the standard operating procedures are followed on cable management of SMF/MMF cross connects
• Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision

Testing / Troubleshooting

• Supports semi-routine standard operating testing and standard operating installations of customer assets
• Supports standard operating procedures of layer 1 cross-connect certification testing
• May learn non-standard operating testing, such as: layer 2 and layer 3 testing, under supervision

Stakeholder Partnership

• Supports the operations and security personnel team for breaks or other activities, when necessary
• Supports standard operating procedural tasks provides back-up assistance to team members when necessary

Customer Management

• Supports customer satisfaction with timely adherence to following semi-routine execution order requirements
• 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, by following   standard operating procedure guidelines
• Supports customers on-site by through access control and escorting services

Cross-functional Management

• Supports and collaborates with cross functional teams - Facilities, TDA, IOC, Security, Ops Admin, CSM, Sales, Accounts, Training & Development and other Data Center Operations team

Projects

• Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervision
• Supports vendors on projects
• Supports physical customer audits

Training

• Completes all assigned training in a timely manner
• May provide support to new hires

Qualifications, key skills and attributes:

• Complete understanding of all COE II duties and responsibilities
• Desire to develop professionally amongst changing site and customer requirements
• Exceptional customer focus and service
• Willingness to adapt to new and evolving scenarios within the workplace
• Ability to lead shifts and mentor more junior colleagues

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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