Who are we?
Equinix is the world’s digital infrastructure company®, operatingover 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 providingan equitable work environment that is foundational to our core values as a company and is vital to our success.
Data Center Customer Operations
As a Customer Operations Technician, you'll embark on andevelopment journey where your technical skills will flourish, and your dedication to exceptional customer service will make you an invaluable member of our team. Join us in providing outstanding support to our customers, and together, let's create a world where technology meets exceptional service.
Responsibilities
Customer
1. Ensure customer satisfaction by promptly meeting order requirements
2. Deliver exceptional customer experiences during interactions
3. Support new deployments and existing alterations according to operating procedures
4. Provide on-site support through access control and escorting services
5. Develop into a trusted point of escalation for customers
Projects
6. Lead and support projects following standard operating procedures
7. Assist vendors on projects & support on physical customer audits
Queue Management / Reporting
8. Reviews and responds to work order requests in the queue, following commitment times
9. Escalates and expedites orders according to standard procedures, with supervision for non-standard procedures
10. Maintains detailed written records of work activity
11. Updates local asset databases and other systems.
Installations
12. Rack and stack customer equipment tickets that are semi-routine. • Follow standard operating procedures for semi-routine customer installations, including fiber trays, ladder racks, customer equipment and cabinets. • Perform semi-basic cage installations for mesh and overhead cable trays. • Carry out tape changes and standard operating backup changes to support intra-cage infrastructure installations.
Cross-Connect
13. Supports semi-routine data center standard operating cross-connect work order requests (installs, terminations, modifications, and testing)
14. Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and semi-routine intra-building cross connects
15. Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision
Testing / Troubleshooting
16. Supports semi-routine standard operating testing and standard operating installations of customer assets
17. Supports standard operating procedures of layer 1 cross-connect certification testing
18. May learn non-standard operating testing, such as: layer 2 and layer 3 testing, under supervision
Requirements
Essential
19. Experience in Customer Service, Operation Centres or Data centres
20. Experience of Cat6a / Fibre Cabling techniques (Installation, Termination & Testing)
21. You will need to be willing to work a shift rota that includes day and night shifts
22. Motivation to work autonomously
Desirable
23. Good computer knowledge and familiarity (Windows 7/10)
24. Knowledge of network protocols such as TCP/ IP
25. Awareness of Basic Hardware configuration
Why should you apply?
26. Competitive salary
27. 25 days holiday plus bank holidays, with the opportunity to purchase more (pro rata for shift positions)
28. Insurance and Health: Life Assurance, Income Protection, Critical Illness Insurance, Private Healthcare, Eye Care Coverage, and Gymflex Membership
29. Investment: Employee Stock Purchase Plan and Company Pension Plan
30. Travel: Cycle to Work Scheme and Annual Season Ticket Loan
31. Excellent growth and advancement opportunities
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing .
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.