Data Center Customer Operations Technician

Who we are Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. 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; reads installation plans and supports implementing installations accordingly; supports installation of moderately difficult installs (cabling, racks, cabinets, and related components); recognizes and raises capacity concerns for infrastructure expansions and cabling where needed; performs quality checks and suggests improvements. Cross-Connect: Supports moderately difficult datacenter cross-connect work, including installs, terminations, modifications, and testing; installs and tests cross-connect circuits as applicable. Testing / Troubleshooting: Supports operating testing of layer 1, 2 and 3 cross-connect certification; troubleshoots moderately difficult circuits; escalates more advanced issues as needed; collaborates with customers to resolve issues and recommend solutions. Stakeholder Partnership: Monitors stock levels and coordinates with teams to address material needs; provides escalated work order support and supports alarm dispatch; 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 when interfacing with customers; manages time expectations for new deployments and changes; supports on-site access control and escorting as needed; serves as Point of Contact for moderately difficult customer requests or escalations. Projects: Supports and partners with team members on projects; coordinates vendors for Data Center related projects; performs quality assurance on new installations or deployments. Training: Completes assigned training promptly; may provide guidance to junior team members and new hires. Qualifications Typical Degree & Years of Experience: High school diploma and 2-4 years of equivalent work experience. Compensation The targeted pay range for this position in United States – SV11 Silicon Valley is 64,300 – 96,500 USD per year. Pay ranges reflect minimum and maximum targets for new hire pay based on role, level, and location. Individual pay is based on skills, experience, and education. The base pay range does not include bonus, equity, or benefits. Benefits & Equal Opportunity Equinix benefits include health, life, disability and voluntary plans; retirement plan; PTO and paid holidays. Benefits vary by location and eligibility. Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, veteran or disability status, or any other status protected by law. Reasonable accommodations are available for qualified candidates. Note : This posting is for a backfill position to fill an existing vacancy within our organization. #J-18808-Ljbffr Equinix