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
As a Customer Operations Technician Level III, you will already have a professional standard for the essential requirements including fibre skills and splicing (critical ). You will also embark on an development 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
Ensure customer satisfaction by promptly meeting order requirements
Deliver exceptional customer experiences during interactions
Support new deployments and existing alterations according to operating procedures
Provide on-site support through access control and escorting services
Develop into a trusted point of escalation for customers
Projects
Lead and support projects following standard operating procedures
Assist vendors on projects & support on physical customer audits
Queue Management / Reporting
Reviews and responds to work order requests in the queue, following commitment times
Escalates and expedites orders according to standard procedures, with supervision for non-standard procedures
Maintains detailed written records of work activity
Updates local asset databases and other systems
Installations
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
Supports semi-routine data center standard operating cross-connect work order requests (installs, terminations, modifications, and testing)
Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and semi-routine intra-building cross connects
Learns to install \'across\' connect circuits (switched, multiplexed, etc.), under supervision
Testing / Troubleshooting
Supports semi-routine standard operating testing and standard operating installations of customer assets
Supports 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
Essential
Experience in Customer Service, Operations, telecoms or Data centres
Experience of Fibre Cabling techniques (Installation, Termination & Testing)
To note splicing is critical to this role
You will need to be willing to work a shift rota that includes day and night shifts
Motivation to work autonomously
Desirable
Good computer knowledge and familiarity
Knowledge of network protocols such as TCP/ IP
Awareness of basic hardware configuration
Why should you apply?
Competitive salary
25 days holiday plus bank holidays, with the opportunity to purchase more (pro rata for shift positions)
Insurance and Health: Life Assurance, Income Protection, Critical Illness Insurance, Private Healthcare, Eye Care Coverage, and Gymflex Membership
Investment: Employee Stock Purchase Plan and Company Pension Plan
Travel: Cycle to Work Scheme and Annual Season Ticket Loan
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 this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affinative 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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