Who are we?

As a Shift Customer Operations Technician, you'll embark on an development journey where your technical skills will flourish, and your dedication to exceptional customer service will make you an invaluable member of our team. Join us in providing outstanding support to our customers, and together, let's create a world where technology meets exceptional service. This role is the start of your career in Data Centers.

Responsibilities 

Customer 

• Ensure customer satisfaction by promptly meeting order requirements  
• Deliver exceptional customer experiences during interactions  
• Support new deployments and existing alterations according to operating procedures 
• Provide on-site support through access control and escorting services 
• Develop into a trusted point of escalation for customers 

Projects 

• Lead and support projects following standard operating procedures  
• Assist vendors on projects & support on physical customer audits 

Queue Management / Reporting 

• Reviews and responds to work order requests in the queue, following commitment times 
• Escalates and expedites orders according to standard procedures, with supervision for non-standard procedures 
• Maintains detailed written records of work activity 
• Updates local asset databases and other systems

Installations 

• Rack and stack customer equipment tickets that are semi-routine. • Follow standard operating procedures for semi-routine customer installations, including fiber trays, ladder racks, customer equipment and cabinets. • Perform semi-basic cage installations for mesh and overhead cable trays. • Carry out tape changes and standard operating backup changes to support intra-cage infrastructure installations. 

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 and standard 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 

Qualifications

• Experience in Customer Service, Operations, telecomms or Data centres 
• You will need to be willing to work a shift rotation that includes day and night shifts 
• Motivation to work autonomously 
• Good computer knowledge and familiarity (Windows)
• Experience of Cat6a / Fibre Cabling techniques (Installation, Termination & Testing)  
• Knowledge of network protocols such as TCP/ IP 
• Awareness of basic hardware configuration 

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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