Data Center Customer Operations III

4 weeks ago

Shenton Park, Australia Equinix Full time

Who are we?

Equinix is the worldâs digital infrastructure company®, operating over 250 data centersâ¯across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals. 

 

Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. We embrace diversity in thought and contribution and are committed to providingâ¯an equitable work environment that is foundational to our core values as a company and is vital to our success. 

Data Center Customer Operations III

Job Summary

The Field Engineer works within our Data Centre's as part of the site team, or part of a 24/7 shift team. Providing our customers with highest standards of technical services and on site assistance as required, the Field Engineers are also responsible for providing first level support for facility alarms and issues, and performing housekeeping duties to ensure that the Data Centre is maintained in first class condition at all times.
We are looking for an enthusiastic person to become a valuable member of the growing Equinix family, to ensure the Data Centre is continually operating.

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-standard  procedure escalation requests

  • Ensures adherence to commit times within standard operating procedure

  • 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 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

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 following   standard 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

  • 1+ years working experience

  • High School Certificate

  • A keen interest in data centres, IT, or engineering etc.

  • Strong Customer Service Skills

  • Ability to work effectively as part of a team is essential

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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