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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 being at the forefront of our activities, maintaining critical facilities infrastructure as part of a close-knit team delivering top-tier service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that aligns with our core values and is vital to our success.
Data Center Customer Operations
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 being at the forefront of our activities, maintaining critical facilities infrastructure as part of a close-knit team delivering top-tier service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that aligns with our core values and is vital to our success.
Role: Data Center Customer Operations Technician
As a Customer Operations Technician, you will embark on a 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.
Responsibilities
1. Customer
2. Ensure customer satisfaction by promptly meeting order requirements
3. Deliver exceptional customer experiences during interactions
4. Support new deployments and existing alterations according to operating procedures
5. Provide on-site support through access control and escorting services
6. Develop into a trusted point of escalation for customers
Projects
1. Lead and support projects following standard operating procedures
2. Assist vendors on projects & support on physical customer audits
Queue Management / Reporting
1. Review and respond to work order requests in the queue, following commitment times
2. Escalate and expedite orders according to standard procedures, with supervision for non-standard procedures
3. Maintain detailed written records of work activity
4. Update local asset databases and other systems
Installations
1. Rack and stack customer equipment tickets that are semi-routine
2. Follow standard operating procedures for semi-routine customer installations, including fiber trays, ladder racks, customer equipment, and cabinets
3. Perform semi-basic cage installations for mesh and overhead cable trays
4. Carry out tape changes and standard operating backup changes to support intra-cage infrastructure installations
Cross-Connect
1. Support semi-routine data center standard operating cross-connect work order requests (installs, terminations, modifications, and testing)
2. Ensure procedures are followed on cable management of coax, fiber, twisted pair copper, and intra-building cross connects
3. Learn to install 'across' connect circuits (switched, multiplexed, etc.), under supervision
Testing / Troubleshooting
1. Support semi-routine standard operating testing and installations of customer assets
2. Support layer 1 cross-connect certification testing
3. May learn non-standard testing (layer 2 and 3) under supervision
Requirements
Essential
1. Experience in Customer Service, Operation Centres, or Data centers
2. Experience with Cat6a / Fibre Cabling techniques (Installation, Termination & Testing)
3. Willing to work a shift rota including day and night shifts
4. Motivation to work autonomously
Desirable
1. Good computer knowledge (Windows 7/10)
2. Knowledge of network protocols such as TCP/IP
3. Awareness of basic hardware configuration
Why should you apply?
* Competitive salary
* 25 days holiday plus bank holidays, with options to purchase more (pro rata for shift positions)
* Insurance and health benefits: Life Assurance, Income Protection, Critical Illness Insurance, Private Healthcare, Eye Care Coverage, Gym Membership
* Investment opportunities: Employee Stock Purchase Plan and Company Pension Plan
* Travel benefits: Cycle to Work Scheme and Season Ticket Loan
* Excellent growth and advancement opportunities
Equinix is committed to an inclusive employment process. If you need assistance or accommodations, please let us know. We are an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, etc.
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