Data Center Customer Operations Technician

Job TitleJoining 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.ResponsibilitiesQueue Management / ReportingCoordinates incoming requests and work assignments to support customer orders; works on complex customer requestsInitiates project meetings, including capturing and distributing notes and action itemsUnderstands the approval process and determines timelines for orders that have been expedited or requires negotiationDetermines when to approve custom orders and amends for labor hours and material costs, if requiredCoordinates the review of eligibility approvals in the systemProvides weekly queue management activity reports and metrics to supervisorOversees completion of necessary reporting, manages ad-hoc reporting requestsSupports internal/external audits on request by managementCoordinates reviews and/or approvals of work order permitsUpdates local asset databases and other systemsCreates/Supports reporting to customers (e.g. power or access)InstallationsActs 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 systemsProvides guidance and subject matter expertise to support large-scale installationsCoordinates complex installations and challenges related to customer installs and/or requestsCross ConnectsSupports complex datacenter cross-connect work requiring development of new concepts and techniques for standard operating procedure and independent judgement for installs, terminations, modifications, and testingIdentifies cost savings opportunities and makes recommendations to leadersProposes 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 modificationsTesting / TroubleshootingUtilizes advanced troubleshooting ability to lead fault resolutionAssures timely calibration and repairs on (testing) equipmentStakeholder PartnershipMonitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teamsSupports and maintains relationships with internal stakeholders for cross functional workProvides guidance to more junior team members on coordinating activity with internal stakeholdersSupports security team by dispatching contractors outside standard security office hoursCustomer ManagementSupports customer requirements/issues, especially in sensitive situationsAttends internal coordination, progress meetings or conference calls; and, provides updates as needed to customersPoint of Contact (POC) for supporting complex and high profile customer requests, exceptions or escalationsActs as a subject matter expertise support lead for customer communications on projectsProjectsDevelops job plans for large installation projects using various project management toolsContributes to vendor review and oversight with managementTrainingSupports standard operating procedures and best practices to maintain a high level of service is maintainedMay coach others on operations procedures and basic safetyMay provide coaching and mentorship to more junior team membersQualificationsTypical Degree & Years of ExperienceTypically requires a high school diploma and proven years of equivalent work experienceThe targeted pay range for this position in the following location is:United States - CU2 Culpeper: 59,000 - 88,400 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.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.