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Job summary:

In this role the Customer Operations Engineer IV is required to lead shifts, mentor junior engineers, and drive key projects in structured cabling and cross-connects. The position is central to supporting major customers and contributing to the growth of the Campus. The ideal candidate will be highly motivated, eager to learn, and ready to thrive in a dynamic and expanding team environment.

This is a newly created position, and you will be joining at an exciting time for Equinix as we scale across the region and in particular JK1. Candidates from a data center, mission critical or adjacent industry who have a good technical aptitude, love working as part of a team and want to develop their career are encouraged to apply !

Key responsibilities:

• Queue Management & Reporting:
  Review and process moderately difficult work orders, ensuring timely completion. Collaborate with cross-functional and onsite teams on customer tickets. Maintain accurate records and support ad-hoc reporting requests, updating asset databases and related systems where required to do so.
• Projects & Training:
  Partner with team members and coordinate vendors for data center projects. Perform quality assurance on new installations. Complete assigned training promptly and offer guidance to junior staff and new hires. As JK1 expands there will be a high volume of work associated with execution of projects.
• Installations:
  Handle moderately complex rack and stack equipment tickets. Interpret installation plans and assist with implementing installs, including cable trays, cage mesh, cabinets, cable management systems, fiber terminations, and backup procedures. Identify and escalate capacity concerns for infrastructure expansion. Conduct quality checks and recommend improvements.
• Cross-Connects:
  Support data center cross-connect tasks, including installs, terminations, modifications, and testing of various circuit types. Perform certification testing and troubleshoot issues, escalating advanced cases as needed.
• De-installation: Manage the de-install tickets by timely monitoring of de-install queue ensuring the Cross connects are physically de-installed and closed in the system. Ensure permissions are received from customers before de-installing active circuits.
• Customer & Stakeholder Management:
  Ensure customer satisfaction through precise order execution and high-quality service. Provide access control and escorting services on-site. Act as point of contact for escalated requests and exceptions. Monitor stock levels and coordinate with teams to address material needs. Support alarm dispatch and, if required, back up security personnel.

Qualifications, key skills and experience

• Commitment to teamwork and participation in 24/7 roster

• Technical aptitude and ability in a data center or similar industry

• Ability to adapt to new environment and all new training, process and procedures

• Teamwork and collaborative mindset

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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