Data Center Customer Operations Technician

Equinix is the world's digital infrastructure company® shortening the path to connectivity to enable the innovations that enrich our work, life and planet. Job Summary Has a substantial understanding of the job while working on assignments that are moderately difficult requiring judgment in resolving issues or making recommendations. Focus is on moderately difficult tasks, using substantial understanding of standard operating procedure. Supports the overall team. 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 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 Data Center 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 Qualifications Typically requires a high school diploma and proven years of equivalent work experience The targeted pay range for this position in the following location(s) is: United States - SE4 Seattle : 59,000 - 88,400 USD / Annual 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 receive a comprehensive benefits package that includes health, life, disability, voluntary plans, retirement, paid time off, paid holidays, and other benefits. Eligibility requirements apply. Benefits are subject to change and may be subject to specific plan or program terms. Employee Assistance Program: An Employee Assistance program is available to all employees. 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 the 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 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. We use artificial intelligence in our hiring process. Learn more. This posting is a new position within our organization. #J-18808-Ljbffr Equinix, Inc.