IBX Customer Operations Technician V

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:

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 IBX 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.

Shift: 6:30 pm to 7:00 am - Every other Monday/Tuesday and every Friday - Sunday.

Typical Degree & Years of Experience

• High school diploma and 4-6 years of equivalent work experience.

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

United States - DC6 Washington DC : 67,400 - 101,000 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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