Customer Operations Engineer II

5 days ago

Mascot, Australia Equinix Full time
About Equinix

Equinix is the world's digital infrastructure company, operating over 250 data centers across the globe. We enable digital leaders to bring together and interconnect foundational infrastructure at software speed.

Job Summary

We are seeking a Customer Operations Engineer II to join our operations team. As a key member of our team, you will be responsible for maintaining critical facilities infrastructure and delivering best-in-class service to our data center customers.

Key Responsibilities
  • Install and configure network devices, including rack and stack of equipment such as routers, servers, switches, and firewalls.
  • Install software updates and security patches for customer equipment.
  • Install cross-connects, Unshielded Twisted Pair (UTP), and Fiber, and patch cables.
  • Provide remote technical support via phone call, email communication, web application, and other means for emergency network outages and troubleshooting of network equipment, switches, and servers.
  • Monitor network activities, including alert reports, error reports, and network performance statistics, and report to ensure uptime and efficient resolution of issues.
  • Assess and recommend customers on a better way to enhance network operations and integrated hardware/software.
  • Prepare and maintain documentation of customer network inventory, troubleshooting procedures, and resolution to issues.
  • Maintain proper records of work operations, events, and logs to produce concise reports to company management.
  • Upgrade network equipment, including fan, Dual In-Line Memory Module (DIMM), motherboard, Small Form-factor Pluggable (SFP), Redundant Array of Independent Disks (RAID) controller, blade servers, hard drive, and other components.
  • Perform tape backup to protect important customer information.
  • Perform layer three ping and traffic testing using JDS Uniphase (JDSU), Optical Time Domain Reflectometer (OTDR) to locate fault on fiber network.
  • Advanced usage of Fluke Network testers for certifying Unshielded Twisted Pair (UTP) and fiber cables.
Requirements
  • Technical aptitude and ability to complete all training and onboarding.
  • Commitment to teamwork and collaboration, including participation in 24/7 roster.
  • Positive attitude and willingness to continually learn and evolve in the role.
  • Completion of TAFE NSW certification in IT or Telco related course.
  • Customer service experience will be highly regarded.
Benefits
  • Full-time, permanent role with a Global Data Center industry leader.
  • Salary package including annual performance-based bonus and private healthcare or health allowance.
  • Close to transport links via Bus or Train and free onsite parking available.
  • Access to wide-ranging financial, wellness, and company benefits and various Employee Assistance programs.
  • Working environment offering defines career development path in the Customer Operations Engineering or wider teams.
  • Continued development and training opportunities onsite and with access to the Equinix Global Operations Academy.

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