IBX Customer Operations Technician - Englewood

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

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.

You'll find belonging, purpose, and a team that welcomes you - because when you feel valued, you're empowered to do your best work.

Shift: After training this will be for a night shift position. Wednesday, Thursday, Friday, and every other Saturday night 7PM-7:30AM.

• 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.

• 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.

• Supports moderately difficult datacenter 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.

• Supports moderately difficult operating testing of layer 1, 2 and 3 cross-connect certification testing.
• Supports the troubleshooting of moderly 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.

• 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.

• 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.
• P…