Data Center Customer Operations Technician

Responsibilities

• 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
• 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
• 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
• 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
• Maintains 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
• Supports customer satisfaction through timely and precise order execution
• Delivers a high level of service and an excellent customer experience when interfacing with customers
• Supports customers on-site by through access control and escorting services
• Point of Contact (POC) for supporting moderately difficult customer requests, exceptions or escalations
• 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

Qualifications

• Typical Degree & Years of Experience: High school diploma and 2-4 years of equivalent work experience

Pay

The targeted pay range for this position in the following location is United States - SV11 Silicon Valley: $64,300 - $96,500 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.

Benefits

Equinix Benefits: As 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.

About the Role

Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivering 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.