Data Center Customer Operations Engineer

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.

Job Summary

The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests, including expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, tape backups, logistics support and security support. The role is also responsible for handling first level escalation on any incidents and performing daily site rounds to ensure that the JH1 data Center is maintained in a first-class condition.

Responsibilities

• Reviews work order requests in the queue and responds to routine work orders by adhering to dedicated timelines.
• Involved in raising and expediting higher level orders, upon supervision
• Maintains notes and records of activity fulfillment in the ticketing system

2. Installations

• Rack and stack semi-routine customer equipment tickets
• Supports routine intra-cage and infrastructure installations, under guidance, which may include:
• Routine ladder racks and basic fiber raceways
• Basic cable management and support systems (patch panels)
• Routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities

3. Cross-Connect

• Supports basic semi-routine datacenter standard operating cross-connect work order requests for installation, terminations, and modifications under supervision

4. Testing / Troubleshooting

• Supports basic testing and routine installations of customer assets
• Supports standard operating procedures layer 1 cross-connect certification testing under supervision
• May perform semi-routine testing, under supervision

5. Stakeholder Partnership

• Supports the operations and security personnel team for breaks or other activities, when necessary

6. Customer Management

• Supports customer satisfaction with timely adherence to following basic order execution requirements
• Delivers quality customer service experience when interfacing with customers
• Assist senior staff with time expectations on new deployments, by following standard operating procedure guidelines

7. Projects

• Supports fulfillment of projects under close supervision

8. Training

• Completes assigned training in a timely manner

9. Incident Management

• Assists more senior staff with responding to all on-site incidents and acts as advised
• May work internally or with other departments to support and increase efficiencies and reduce potential failure scenarios

Qualifications

• Typically 1-2 years of proven experience in the datacenter industry
• Diploma/Bachelor's degree in an Engineering field such as Electronics, Telecommunications, etc.
• Willingness to work on rotating shifts
• Fluency in Mandarin is strongly preferred