Data Center Customer Operations Technician

Who are we?

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 acquired job skills to work on tasks that are semi-routine in nature. Focus is on semi-routine tasks within standard operating procedures. Supports the overall team.

Responsibilities

Queue Management / Reporting

• Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times

• Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of non-standardprocedure escalation requests

• Ensures adherence to commit times within standard operating procedures

• Maintains detailed written records of all work activity

• Updates local asset databases and other systems

Installations

• Rack and stack semi-routine customer equipment tickets

• Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs, which may include:

- fiber trays, ladder racks, customer equipment and cabinets
- semi-basic cage installs for mesh and overhead cable trays; and, performs tape changes and standard operating back-up changes

Cross-Connect

• Supports semi-routine data center standard operating cross-connect work order requests (installs, terminations, modifications, and testing)

• Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and semi-routine intra-building cross connects

• Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision

Testing / Troubleshooting

• Supports semi-routine standard operating testing andstandard operating installations of customer assets

• Supports standard operating procedures of layer 1 cross-connect certification testing

• May learn non-standard operating testing, such as: layer 2 and layer 3 testing, under supervision

Stakeholder Partnership

• Supports the operations and security personnel team for breaks or other activities, when necessary

• Supports standard operating procedural tasks provides back-up assistance to team members when necessary

Customer Management

• Supports customer satisfaction with timely adherence to following semi-routine execution order requirements

• 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, by followingstandard operating procedure guidelines

• Supports customers on-site by through access control and escorting services

Projects

• Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervision

• Supports vendors on projects

• Supports physical customer audits

Training

• Completes all assigned training in a timely manner

• May provide support to new hires

Qualifications

• Typically requires a high school diploma and 1-2 years of equivalent work experience

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

United States - SV18 Silicon Valley : 55,700 - 83,500 USD / Annual

Our 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 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.

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.

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This posting is a new position within our organization.