Data Center Customer Operations Iii

1 week ago

Shenton Park, Western Australia Equinix Full time

Who are we?
Equinix is the world's digital infrastructure company, operating over 250 data centers 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 providing 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 semiroutine work orders by adhering to commitment times
  • Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of nonstandard 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 semiroutine customer equipment tickets
  • Supports intracage infrastructure installations by following the standard operating procedures of semiroutine 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 semiroutine data center standard operating crossconnect 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 semiroutine intrabuilding cross connects
  • Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision
Testing / Troubleshooting

  • Supports semiroutine standard operating testing and standard operating installations of customer assets
  • Supports standard operating procedures of layer 1 crossconnect certification testing
  • May learn nonstandard 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 backup assistance to team members when necessary
Customer Management

  • Supports customer satisfaction with timely adherence to following semiroutine 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 onsite 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 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,

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