Customer Service Technician

Job TitleEquinix 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 SummaryHas 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.ResponsibilitiesShift: After training this will be for a night shift position. Wednesday, Thursday, Friday, and every other Saturday night 7PM-7:30AM.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.· Able to read moderately difficult installation spreadsheet plans and supports implementing installations accordingly.· Supports the installation of moderately difficult installs, which may include: overhead cable trays, cage mesh, cabinets, and cable management/support systems; circuits for fiber terminations; cable distribution trays, cabinets, and cable management/support systems; and performs tape changes and back-up necessities.· Recognizes and raises capacity concerns for infrastructure expansions needs and cabling where needed.· Performs quality checks on both cross-connects and on-site support tickets and recommends improvements.Cross-Connect· Supports moderately difficult datacenter cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing.· Installs and tests moderately difficult cross-connect circuits, which may include: switched, multiplexed, etc.Testing / Troubleshooting· Supports moderately difficult operating testing of layer 1, 2 and 3 cross-connect certification testing.· Supports the troubleshooting of moderately difficult circuits (i.e., switched, multiplexed, etc.).· Escalates more advanced circuits and supports as needed.· Works with customers to troubleshoot issues and uses experience gained to recommend solutions.Stakeholder Partnership· Monitors stock levels and proactively addresses needs for materials with proper teams.· Provides escalated work order support, and supports dispatch of alarms.· 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 and an excellent customer experience when interfacing with customers.· Provides support with 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 moderately difficult customer requests, exceptions or escalations.Projects· Supports and partners with team members on projects as directed.· Coordinates vendors for various IBX related projects.· Performs quality assurance on new customer installation or deployments.Training· Completes all assigned training in a timely manner.· May provide guidance and support to more junior team members and new hires.Typical Degree & Years of Experience· High school diploma and 2-4 years of equivalent work experience.Equinix BenefitsAs 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.