Data Center Customer Operations Technician - Culpeper, VA

Job TitleHighly Skilled SpecialistJob DescriptionEquinix 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.ResponsibilitiesQueue Management / Reporting:Coordinates incoming requests and work assignments to support customer orders; works on complex customer requestsInitiates project meetings, including capturing and distributing notes and action itemsUnderstands the approval process and determines timelines for orders that have been expedited or requires negotiationDetermines when to approve custom orders and amends for labor hours and material costs, if requiredCoordinates the review of eligibility approvals in the systemProvides weekly queue management activity reports and metrics to supervisorOversees completion of necessary reporting, manages ad-hoc reporting requestsSupports internal/external audits on request by managementCoordinates reviews and/or approvals of work order permitsUpdates local asset databases and other systemsCreates/Supports reporting to customers (e.g. power or access)Installations:Acts as a highly skilled subject matter support expert for customer installations within the team, including: rack and stack, cages, cable distribution trays, cabinets and cable management/support systemsProvides guidance and subject matter expertise to support large-scale installationsCoordinates complex installations and challenges related to customer installs and/or requestsCross Connects:Supports complex datacenter cross-connect work requiring development of new concepts and techniques for standard operating procedure and independent judgement for installs, terminations, modifications, and testingIdentifies cost savings opportunities and makes recommendations to leadersProposes and implements use of advanced technology, for testing equipment (fusion splicing, etc.)Acts as a SME support lead for all cross-connect installs, terminations, testing and modificationsTesting / Troubleshooting:Utilizes advanced troubleshooting ability to lead fault resolutionAssures timely calibration and repairs on (testing) equipmentStakeholder Partnership:Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teamsSupports and maintains relationships with internal stakeholders for cross functional workProvides guidance to more junior team members on coordinating activity with internal stakeholdersSupports security team by dispatching contractors outside standard security office hoursCustomer Management:Supports customer requirements/issues, especially in sensitive situationsAttends internal coordination, progress meetings or conference calls; and, provides updates as needed to customersPoint of Contact (POC) for supporting complex and high profile customer requests, exceptions or escalationsActs as a subject matter expertise support lead for customer communications on projectsProjects:Develops job plans for large installation projects using various project management toolsContributes to vendor review and oversight with managementTraining:Supports standard operating procedures and best practices to maintain a high level of serviceMay coach others on operations procedures and basic safetyMay provide coaching and mentorship to more junior team members