Equinix

Data Center Customer Operations Engineer IV

Equinix

full-time

Posted on:

Location Type: Office

Location: JH1 • Malaysia

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About the role

  • Queue Management / Reporting
  • Reviews work orders in the queue and works on moderately difficult requests by adhering to commitment times
  • Supports cross-functional teams to collaborate on customer tickets
  • Ensures any necessary reporting is complete and accurate; supports ad-hoc reporting requests
  • Actively provides input and makes recommendations to processes
  • Maintains detailed written records of all work activity
  • Updates local asset databases and other systems Installations
  • Handles moderately difficult rack and stack customer equipment tickets
  • Able to read moderately difficult installation spreadsheet plans and supports implementing installations accordingly
  • Supports the installation of moderately difficult installs, which may include: - overhead cable trays, cage mesh, cabinets, and cable management/support systems; circuits for fiber terminations; cable distribution trays, cabinets, and cable management/support systems; and performs tape changes and back-up necessities
  • Recognizes and raises capacity concerns for infrastructure expansions needs and cabling where needed
  • Performs quality checks on both cross-connects and on-site support tickets and recommends improvements Cross-Connect
  • Supports moderately difficult data center cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing
  • Installs and tests moderately difficult cross-connect circuits, which may include: switched, multiplexed, etc. Testing / Troubleshooting
  • Supports moderately difficult operating testing of layer 1, 2 and 3 cross-connect certification testing
  • Supports the troubleshooting of moderately difficult circuits (i.e., switched, multiplexed, etc.)
  • Escalates more advanced circuits and supports as needed
  • Works with customers to troubleshoot issues and uses experience gained to recommend solutions Stakeholder Partnership
  • Monitors stock levels and proactively addresses needs for materials with proper teams
  • Provides escalated work order support, and supports dispatch of alarms
  • May provide back-up support to security personnel, if needed Customer Management
  • Supports customer satisfaction through timely and precise order execution
  • 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
  • Supports customers on-site by through access control and escorting services Point of Contact (POC) for supporting moderately difficult customer requests, exceptions or escalations Projects
  • Supports and partners with team members on projects as directed
  • Coordinates vendors for various Data Center related projects
  • Performs quality assurance on new customer installation or deployments Training
  • Completes all assigned training in a timely manner
  • May provide guidance and support to more junior team members and new hires

Requirements

  • Typically requires a high school diploma and 2-4 years of equivalent work experience
Benefits
  • Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
queue managementreportinginstallationcircuit testingtroubleshootingcross-connectdata center operationsquality assurancecable managementasset database management
Soft skills
customer satisfactioncollaborationcommunicationproblem-solvingattention to detailrecommendation skillstime managementteam supportguidanceescalation management