Data Center Customer Operations Technician IV - Elk Grove Village, IL

Who are we?

Equinix 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 Summary

Applies solid knowledge of standard operating procedures to complete moderately complex tasks and resolve issues with sound judgement. Supports daily operations, collaborates with cross-functional teams, and contributes to process improvements within the data center environment.

Responsibilities

• Manage and prioritize work orders, ensuring timely execution of moderately complex requests
• Collaborate with cross-functional teams to resolve customer tickets efficiently
• Complete required reporting with accuracy; support ad-hoc reporting needs
• Maintain detailed and clear documentation of all activities
• Update local asset databases and operational systems
• Identify workflow gaps and recommend process enhancements
• Install moderately complex rack-and-stack installations and follow installation plans
• Support installation of cable trays, cabinets, fiber circuits, and other infrastructure components
• Identify capacity constraints and escalate as needed
• Conduct quality checks on installations and on-site support tasks; recommend improvements
• Aid with tape changes and backup support functions
• Execute moderately complex cross-connect installs, modifications, terminations, and testing
• Install, test, and verify various circuit types (e.g., switched, multiplexed)
• Support Layer 1-3 testing and certification activities
• Troubleshoot moderately difficult circuits; escalate advanced issues when required
• Partner directly with customers to resolve technical issues and recommend solutions
• Monitor materials and stock levels; proactively notify appropriate teams of needs
• Offer escalated work order support and assist in alarm dispatch
• Occasionally provide back-up support for security functions
• Deliver high-quality service through timely execution of orders and changes
• Act as on-site support for customer access, escorting, and operational needs
• Serve as point-of-contact for moderately complex customer requests or escalations
• Set clear expectations for deployment timelines and upgrades
• Partner with team members to support project tasks
• Coordinate vendor access and activities
• Conduct quality assurance checks on new installs and deployments

Qualifications

• High school diploma or equivalent
• 2-4 years of related technical or data center experience
• Strong understanding of standard operating procedures and basic installation/test methodologies
• Ability to work cross-functionally, document work clearly, and engage with customers professionally
• Comfortable working in a fast-paced, hands-on environment

Additional Qualifications/Responsibilities

The targeted pay range for this position in the following location is:

• United States - CH3 Chicago: 59,000 - 88,400 USD / Annual

Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

City: Elk Grove Village
State: Illinois