Data Center Customer Operations Engineer (24/7 On-Site)

About Equinix

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.

Job Summary

As a Data Center Customer Operations Engineer, you will work closely with our customers, internal teams, and vendors to deliver outstanding service and resolve complex technical issues. You will be a key point of contact for our customers, providing expert guidance and support to ensure their success in a highly demanding and fast‑paced environment.

Responsibilities

• Queue Management / Reporting:
  • Review work order requests in the queue and respond to work orders according to commitment times.
  • Escalate and expedite orders to the appropriate teams following standard operating procedures; supervise escalation of non‑standard requests.
  • Ensure adherence to commitment times within standard operating procedures.
  • Maintain detailed written records of all work activity.
  • Update local asset databases and other systems.
• Installations:
  • Rack and stack equipment based on customer equipment tickets.
  • Support intra‑cage infrastructure installations following standard operating procedures, which may include:
  • fiber trays, ladder racks, customer equipment and cabinets;
  • semi‑basic cage installs for mesh and overhead cable trays;
  • tape changes and standard operating back‑up changes.
• Cross‑Connect:
  • Support data center standard operating cross‑connect work order requests (installs, terminations, modifications, and testing).
  • Ensure standard operating procedures are followed for cable management of coax, fiber, twisted‑pair copper, and semi‑routine intra‑building cross‑connects.
  • Learn to install ‘across’ connect circuits (switched, multiplexed, etc.) under supervision.
• Testing / Troubleshooting:
  • Support standard operating testing and installations of customer assets.
  • Support 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.
• Stakeholder Partnership:
  • Support the operations and security personnel team for breaks or other activities when necessary.
  • Provide back‑up assistance to team members when required.
  • Support standard operating procedural tasks.
• Customer Management:
  • Ensure customer satisfaction with timely adherence to semi‑routine execution order requirements.
  • Deliver a high level of service and an excellent customer experience when interfacing with customers.
  • Provide support with time expectations on new deployments and existing alterations following standard operating procedure guidelines.
  • Provide on‑site support through access control and escorting services.
• Projects:
  • Support fulfillment of projects that follow standard operating procedures; when projects deviate from standard procedures, work under supervision.
  • Support vendors on projects.
  • Support physical customer audits.
• Training:
  • Complete all assigned training in a timely manner.
  • May provide support to new hires.

Qualifications

• Typically requires at least a Higher Nitec in an IT‑related field and 2–3 years of equivalent work experience.
• Ability to perform hands‑on maintenance and troubleshooting of equipment in tight spaces or at height.
• Ability to support 24×7 operations and requires flexibility to work assigned shifts, including after‑hours, weekends, and public holidays.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. 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 considerations 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.

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