Data Center Customer Operations 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.ResponsibilitiesQueue Management / ReportingReviews work orders in the queue and works on moderately difficult requests by adhering to commitment timesSupports cross-functional teams to collaborate on customer ticketsEnsures any necessary reporting is complete and accurate; supports ad-hoc reporting requestsActively provides input and makes recommendations to processesMaintains detailed written records of all work activityUpdates local asset databases and other systemsInstallationsHandles moderately difficult rack and stack customer equipment ticketsAble to read moderately difficult installation spreadsheet plans and supports implementing installations accordinglySupports 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 necessitiesRecognizes and raises capacity concerns for infrastructure expansions needs and cabling where neededPerforms quality checks on both cross-connects and on-site support tickets and recommends improvementsCross-ConnectSupports moderately difficult datacenter cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testingInstalls and tests moderately difficult cross-connect circuits, which may include: switched, multiplexed, etcTesting / TroubleshootingSupports moderately difficult operating testing of layer 1, 2 and 3 cross-connect certification testingSupports the troubleshooting of moderately difficult circuits (i.e., switched, multiplexed, etc.)Escalates more advanced circuits and supports as neededWorks with customers to troubleshoot issues and uses experience gained to recommend solutionsStakeholder PartnershipMonitors stock levels and proactively addresses needs for materials with proper teamsProvides escalated work order support, and supports dispatch of alarmsMay provide back-up support to security personnel, if neededCustomer ManagementSupports customer satisfaction through timely and precise order executionDelivers a high level of service and an excellent customer experience when interfacing with customersProvides support with time expectations on new deployments and existing alterationsSupports customers on-site by through access control and escorting servicesPoint of Contact (POC) for supporting moderately difficult customer requests, exceptions or escalationsProjectsSupports and partners with team members on projects as directedCoordinates vendors for various Data Center related projectsPerforms quality assurance on new customer installation or deploymentsTrainingCompletes all assigned training in a timely manner..May provide guidance and support to more junior team members and new hiresQualifications Typical Degree & Years of ExperienceHigh school diploma and 2-4 years of equivalent work experiencePay RangeThe targeted pay range for this position in the following location is:United States - SV11 Silicon Valley : 64,300 - 96,500 USD / AnnualOur 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 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.We use artificial intelligence in our hiring process. Learn more here.