Who are we?

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

Is a skilled specialist that works on assignments requiring considerable judgement. Focus is on tasks using considerable skilled judgement and has deep understanding of standard operating procedures. Supports the overall team.

Responsibilities

Queue Management / Reporting

Reviews work orders in the queue and handles skilled requests which require deep understanding of standard operating procedures and adherence to commitment times
Reviews expedited requests and handles or re-directs to appropriate team members
Supports cross functional teams by collaborating on customer tickets
Maintains detailed written records of all work activity
Ensures any necessary reporting is complete and accurate; executes ad-hoc reporting requests
Creates Purchase Orders (PO's) and Purchase requests (PR's)
Assigns locks and keys for both Equinix and customer keys, where applicable
Supports creating reports to customers (e.g. power or access)
Updates local asset databases and other systems

Installations

Handles requests requiring skilled rack and stack support of customer equipment
Able to read skilled installation spreadsheet plans and supports implementing installations accordingly
Supports the building and installation of difficult and challenging installs; which may include:
- intra-cage fiber tray, ladder rack, customer equipment and cabinets
· overhead cable trays, cage mesh, cabinets, and cable management/support systems
- grounds cabinets and two-post racks
- performs tape changes and back-up updates
Recognizes and raises advanced capacity concerns for infrastructure expansions needs and cabling
Performs quality checks on both cross-connects and on-site support tickets, and suggests improvements

Cross-Connect

Supports challenging datacenter cross-connect work requiring deep understanding of operating procedures for installs, terminations, modifications, and testing
Installs and tests challenging cross-connect circuits, which may include: switched, multiplexed, etc.

Testing / Troubleshooting

Supports skilled requests on standard layer 1, 2 and 3 cross connect certification testing
Supports the troubleshooting of skilled circuits (i.e., switched, multiplexed, etc.)
Supports advanced testing and troubleshooting

Stakeholder Partnership

Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams
Provides escalation support for work order expedites
Partners with internal stakeholders on cross functional work

Customer Management

Supports customer satisfaction through timely and precise order execution and quality assurance checks
Delivers a high level of service and an excellent customer experience when interfacing with customers
Supports sensitive customer situations
Manages time expectations on new deployments and existing alterations
Supports customers on-site by through access control and escorting services
Point of Contact (POC) for supporting skilled customer requests, exceptions or escalations

Projects

Supports advanced installations; provides input and identifies problems with drawings and assists with verification of custom projects
Supports vendors on various Data Center related projects
Performs quality assurance on new customer installation or deployments

Training

Supports standard operating procedures and best practices to maintain a high level of service is maintained
May coach others on operations procedures and basic safety
May provide coaching and mentorship to more junior team members

Qualifications

Typical Degree & Years of Experience

Typically requires a high school diploma and proven years of equivalent work experience

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.

We use artificial intelligence in our hiring process. Learn more here .

This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.

Data Center Customer Operations Technician V

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