Data Center Customer Operations Technician IV - Elk Grove Village, IL

Job Title

Equinix Operations Team Member

Applies solid knowledge of standard operating procedures to complete moderately complex tasks and resolve issues with sound judgement. Supports daily operations, collaborates with cross-functional teams, and contributes to process improvements within the data center environment.

Queue Management & Reporting:

• Manage and prioritize work orders, ensuring timely execution of moderately complex requests
• Collaborate with cross-functional teams to resolve customer tickets efficiently
• Complete required reporting with accuracy; support ad-hoc reporting needs
• Maintain detailed and clear documentation of all activities
• Update local asset databases and operational systems
• Identify workflow gaps and recommend process enhancements

Installations:

• Perform moderately complex rack-and-stack installations and follow installation plans
• Support installation of cable trays, cabinets, fiber circuits, and other infrastructure components
• Identify capacity constraints and escalate as needed
• Conduct quality checks on installations and on-site support tasks; recommend improvements
• Assist with tape changes and backup support functions

Cross-Connect Work:

• Execute moderately complex cross-connect installs, modifications, terminations, and testing
• Install, test, and verify various circuit types (e.g., switched, multiplexed)

Testing & Troubleshooting:

• Support Layer 1–3 testing and certification activities
• Troubleshoot moderately difficult circuits; escalate advanced issues when required
• Partner directly with customers to resolve technical issues and recommend solutions

Stakeholder Partnership:

• Monitor materials and stock levels; proactively notify appropriate teams of needs
• Provide escalated work order support and assist in alarm dispatch
• Offer occasional back-up support for security functions

Customer Management:

• Deliver high-quality service through timely execution of orders and changes
• Act as on-site support for customer access, escorting, and operational needs
• Serve as point-of-contact for moderately complex customer requests or escalations
• Set clear expectations for deployment timelines and upgrade

Projects:

• Partner with team members to support project tasks
• Coordinate vendor access and activities
• Conduct quality assurance checks on new installs and deployments

Training & Team Support:

• Complete assigned training on schedule
• Provide informal guidance to junior team members and new hires when needed