Data Center Customer Operations III at Equinix in Dallas, TX

Summary: Equinix is the world’s digital infrastructure company®, enabling innovations that enrich our work and life. The Data Center Customer Operations III role involves managing semi-routine tasks in customer operations, including queue management, installations, testing, and customer management to ensure high service levels and adherence to standard operating procedures. Responsibilities: - Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times - Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of non-standard procedure escalation requests - Ensures adherence to commit times within standard operating procedures - Maintains detailed written records of all work activity - Updates local asset databases and other systems - Rack and stack semi-routine customer equipment tickets - Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs, which may include: - Fiber trays, ladder racks, customer equipment and cabinets - Semi-basic cage installs for mesh and overhead cable trays; and, performs tape changes and standard operating back-up changes - Supports semi-routine data center standard operating cross-connect work order requests (installs, terminations, modifications, and testing) - Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and semi-routine intra-building cross connects - Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision - Supports semi-routine standard operating testing and standard operating installations of customer assets - Supports standard operating procedures of layer 1 cross-connect certification testing - May learn non-standard operating testing, such as: layer 2 and layer 3 testing, under supervision - Supports the operations and security personnel team for breaks or other activities, when necessary - Supports standard operating procedural tasks provides back-up assistance to team members when necessary - Supports customer satisfaction with timely adherence to following semi-routine execution order requirements - 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, by following standard operating procedure guidelines - Supports customers on-site by through access control and escorting services - Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervision - Supports vendors on projects - Supports physical customer audits - Completes all assigned training in a timely manner - May provide support to new hires Required Qualifications: - Typically requires a high school diploma and 1-2 years of equivalent work experience Benefits: Employee Assistance Program, Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members., Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future., Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge.