Data Center Customer Operations Technician - Johannesburg, South Africa - Equinix

Equinix

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Who are we?
Equinix is the world's digital infrastructure company, operating over 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 providing an equitable work environment that is foundational to our core values as a company and is vital to our success.

Data Center Customer Operations Technician

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.

Responsibilities
Queue Management / Reporting

Reviews work orders in the queue and works on moderately difficult requests by adhering to commitment times
Supports crossfunctional teams to collaborate on customer tickets
Ensures any necessary reporting is complete and accurate; supports adhoc 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

Installations

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 crossconnects and onsite support tickets and recommends improvements

Cross-Connect

Supports moderately difficult data center crossconnect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing
Installs and tests moderately difficult crossconnect circuits, which may include: switched, multiplexed, etc.

Testing / Troubleshooting

Supports moderately difficult operating testing of layer 1, 2 and 3 crossconnect certification testing
Supports the troubleshooting of modernly 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

Stakeholder Partnership

Monitors stock levels and proactively addresses needs for materials with proper teams
Provides escalated work order support, and supports dispatch of alarms
May provide backup support to security personnel, if needed

Customer Management

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 onsite by through access control and escorting services
Point of Contact (POC) for supporting moderately difficult customer requests, exceptions or escalations

Projects

Supports and partners with team members on projects as directed
Coordinates vendors for various Data Center related projects
Performs quality assurance on new customer installation or deployments

Training

Completes all assigned training in a timely manner
May provide guidance and support to more junior team members and new hires

Qualifications

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

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, stat