Data Center Customer Operations Technician - Culpeper, VA

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

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

A highly skilled specialist that contributes to the development of new concepts and techniques, consistently works on complex assignments requiring independent action. Focus is on complex tasks requiring highly skilled and independent judgement, while contributing to the development of new concepts and techniques for standard operating procedures. Supports the overall team.

Responsibilities

Queue Management / Reporting

Coordinates incoming requests and work assignments to support customer orders; works on complex customer requests

Initiates project meetings, including capturing and distributing notes and action items

Understands the approval process and determines timelines for orders that have been expedited or requires negotiation

Determines when to approve custom orders and amends for labor hours and material costs, if required

Coordinates the review of eligibility approvals in in the system

Provides weekly queue management activity reports and metrics to supervisor

Oversees completion of necessary reporting, manages ad-hoc reporting requests

Supports internal/external audits on request by management

Coordinates reviews and/or approvals of work order permits

Updates local asset databases and other systems

Creates/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 systems

Provides guidance and subject matter expertise to support large-scale installations

Coordinates complex installations and challenges related to customer installs and/or requests

Cross 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 testing

Identifies cost savings opportunities and makes recommendations to leaders

Proposes 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 modifications

Testing / Troubleshooting

Utilizes advanced troubleshooting ability to lead fault resolution

Assures timely calibration and repairs on (testing) equipment

Stakeholder Partnership

Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams

Supports and maintains relationships with internal stakeholders for cross functional work

Provides guidance to more junior team members on coordinating activity with internal stakeholders

Supports security team by dispatching contractors outside standard security office hours

Customer Management

Supports customer requirements/issues, especially in sensitive situations

Attends internal coordination, progress meetings or conference calls; and, provides updates as needed to customers

Point of Contact (POC) for supporting complex and high profile customer requests, exceptions or escalations

Acts as a subject matter expertise support lead for customer communications on projects

Projects

Develops job plans for large installation projects using various project management tools

Contributes to vendor review and oversight with management

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

Additional Qualifications/Responsibilities

Qualifications

Typical Degree & Years of Experience

Typically requires a high school diploma and proven years of equivalent work experience

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

United States - CU2 Culpeper : 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.