Data Center Critical Facilities IV

Who are we?

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.

Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You'll find belonging, purpose, and a team that welcomes you—because when you feel valued, you're empowered to do your best work.

Job Summary

Has a substantial understanding of the job while working on assignments that are moderately difficult requiring judgement in resolving issues or making recommendations. Focus is on moderately difficult tasks, using substantial understanding of standard operating procedure. Supports the overall team. Formerly known as the Data Center Technician, the Data Center Customer Operations Technician is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests within the Data Center , including Expedite/Negotiate, Trouble tickets, Smart-hands, Installation/De-installation of Cages/Cabinets/Cabling, Custom Orders, tape back ups, escorts, and/or Network Support, Logistics Support, Security Support, Cable Tray, (in some cases). Data Center Technicians also provide support and partner closely with internal Equinix teams and perform on-call services as needed.

Responsibilities

Facility / Infrastructure Maintenance

• Performs moderately difficult preventative and corrective maintenance checks on-site to facility components

• Performs moderately difficult repairs, maintenance, installations and on-site inspections to facility systems. Supports energy efficiency measures

• Monitors the Building Monitoring System (BMS) and resolves moderately difficult alarm issues issues that require judgement in resolving while following standard operating procedures

• Operates and maintains plumbing, fire suppression, and safety systems

• Operates critical infrastructures under the supervision of more senior technical staff

• Normally receives little instruction on daily work, general instructions on newly introduced assignments

Vendor Support

• Supports the work approval process for service providers on moderately difficult maintenance work, for tracking: briefing at the start of work, work during the day workday/shift and final review of the work carried out. Ensures vendor maintenance activities are carried out as per Equinix's standard operating procedures

• In cooperation with vendors, supports modifications to technical files for plants and equipment ensuring files and builds are up-to-date

Site Administration & Incident Support

• Performs moderately difficult site logs for permits, such as Maintenance Operation Protocol (MOPs) and scripts

• Identifies Single Points of Failure (SPOFs) and makes recommendations

• Responds to all moderately difficult on-site incidents, including failures, problems and delays.

• Uses substantial understanding in following operating procedures to support on-site administration

Work Orders & Additional Projects

• Completes routine work requests and circuit installations.

• Troubleshoots and maintains office equipment (if necessary); supports auxiliary equipment and machines with problem solving and repairs to avoid/minimize downtime.

• Makes minor changes to mechanical, electrical and specialized systems, as directed.

• Carries out infrastructure projects.

Collaboration

• Collaborates with others to resolve moderately difficult facility incidents

• Effectively collaborates within the department; may mentor team members on general maintenance activities

• Provides stakeholders of inventory needs in order to maintain optimal stock levels of critical parts and equipment

• May recommend infrastructure projects

Customer Asset Support

• Installs and deinstalls cross connects, cages, cable distribution trays, cabinets, and cable management/support systems to align with fulfillment lead time standard for customer; performs tape changes and backup

• Installs hardware and patching ("rack and stack")

• Conducts audits, cage cleanups and other customer specific requests

• Supports Customers on site through escorts, access control, and remote support  Monitors stock levels and proactively addresses needs for reordering of materials Responds to and troubleshoots issues and incident in alignment with commit compliance and SLAs; ensures complex or unique issues are escalated and communicated appropriately

• Ensures any necessary reporting is complete and accurate

Workflow Management

• Manages workflow and task inboxes, including approvals, rejections, and follow ups on Smart Hands, Trouble Tickets, Escorts, Incidents, and other ticket centered work

• Provide onsite support via fulfillment activity in a timely manner based on customer's requirement

•  Manages customer requested maintenances, ensuring resource availability or negotiate suitable time to carry out  

• Manages installation time expectations on new deployments and existing alterations.

• Prioritizes work effectively

• Reviews inbox and redirects work to appropriate teams; may also action on work as appropriate depending on resources available (i.e., custom orders and new cage builds)

Collaboration and Teamwork

• Supports and partners with other Equinix key stakeholder teams on projects as directed

• Coordinates, manages, and oversees vendors for various Data Center related projects

• Coaches and directs new hires to bring them up to speed ("buddy role")

• Collaborates with customers directly and remotely

• In large metros, partners with other sites on large projects or campus connections, interbuilding migrations, and resource sharing

• Provides support via escalation or dispatch on BMS alarms (secondary support when Data Center Engineers are not on site)

• Provides general Data Center housekeeping to ensure upkeep and professional environment of Data Center

Knowledge and Experience

• Cross connect test equipment provisioning operation familiarity

• IT industry certifications are an advantage

• IT and computer proficiency

• Experience with ticketing systems

• Experienced with relevant tooling for tasks

• Relevant experience may include: cabling experience such as Cable TV installers, Telecom field technicians, Telecom – Central Office, Data Center experience

Skill and Attributes

• Able to work independently and with a team

• Skilled at time management and prioritization

• Detail oriented and customer focused

• Ability to provide clear written and verbal communication

• Demonstrates self discipline and an eagerness to continuously improve

• Skilled at delivering a high level of service and an excellent customer experience when interfacing with customers in person and over the phone/email/ticket.

• Focused and quick thinking in high paced environments

• Able to multitask effectively

• Able to understand and follow procedures correctly

Qualifications

Typical Degree & Years of Experience

• Typically requires a high school diploma and proven years of equivalent work experience

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 this form.

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. 

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