[Hiring] Data Center Customer Operations IV @00102 Equinix Canada Ltd.

Who are we? Equinix is the world’s digital infrastructure company®, operating over 260 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. 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 cross-functional teams to collaborate on customer tickets Ensures any necessary reporting is complete and accurate; supports ad-hoc 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 cross-connects and on-site support tickets and recommends improvements Cross-Connect Supports moderately difficult data center cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing Installs and tests moderately difficult cross-connect circuits, which may include: switched, multiplexed, etc Testing / Troubleshooting Supports moderately difficult operating testing of layer 1, 2 and 3 cross-connect certification testing Supports the troubleshooting of moderately 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 back-up 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 on-site 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 2-4 years of equivalent work experience French Translation Résumé du poste Possède une compréhension substantielle des tâches et travaille sur des dossiers de difficulté modérée qui requièrent de traiter des problèmes et d’émettre des recommandations avec jugement. L’accent est mis sur des tâches de difficulté modérée qui exigent une compréhension substantielle des procédures d’exploitation standard. Offre assistance à toute l’équipe. Responsabilités Gestion des priorités et des suivis Révise les bons de travail en attente et travaille sur des requêtes de difficulté modérée en respectant les échéanciers Soutient les équipes interdisciplinaires lors de collaborations portant sur les tickets d’assistance technique de clients S’assure que les rapports nécessaires sont exhaustifs et exacts; soutient les demandes de rapports ad hoc Fournit activement de la rétroaction et des recommandations au sujet des processus Consigne de manière détaillée toutes les tâches dans un registre Met à jour les bases de données portant sur les actifs locaux et d’autres systèmes Installations Traite des tickets de difficulté modérée au sujet d’équipements d’installation et d’intégration de la clientèle Peut comprendre des plans d’installation de difficulté modérée présentés sous forme de chiffrier et soutient les travaux d’installation en conséquence Veille à la mise sur pied d’installations de difficulté modérée, notamment : des systèmes de chemins de câbles en hauteur, de cages grillagées, d’armoires, de support et de gestion de câbles; des systèmes de circuits de raccordements de fibres, de chemins de distribution de câbles, d’armoires, de support et de gestion des câbles; change des bandes et veille aux sauvegardes nécessaires Reconnaît et soulève les problèmes de capacité dans le contexte d’agrandissement d’infrastructures et de prolongement de câblage où c’est nécessaire Effectue des contrôles de qualité pour vérifier des répartiteurs et répondre à des tickets d’assistance technique, et recommande des améliorations Cross-Connect Soutient des activités de répartition de difficulté modérée dans des centres de données, ce qui nécessite une compréhension substantielle des procédures d’exploitation pour : les installations, les raccordements, les modifications et les contrôles Installe et effectue le contrôle des circuits de raccordement de complexité modérée, notamment : raccordés à un commutateur, en mode multiplexe, etc. Contrôles et dépannage Soutient des contrôles de fonctionnement des couches 1, 2, et 3 de difficulté modérée pour les contrôles de certification relativement aux raccordements Soutient le dépannage de circuits de complexité modérée (c.-à-d. raccordés à un commutateur, en mode multiplex, etc.) Fait remonter à une instance supérieure les cas de demandes d’assistance et de circuits plus avancés selon les besoins Travaille avec les clients pour offrir du dépannage, et met à profit l’expérience cumulée pour recommander des solutions Partenariat avec les parties prenantes Effectue le suivi des stocks et répond aux besoins en matériel des équipes Assure une assistance au sujet des bons de travail transmis aux instances supérieures et contribue à répartir les alertes Peut offrir de l’assistance de dépannage au personnel de sécurité selon les besoins Gestion des clients Contribue à la satisfaction des clients en exécutant les commandes de manière précise et dans les délais impartis Délivre une qualité de service élevée et contribue à une excellente expérience client lors de ces interactions Apporte de l’assistance en ce qui concerne les délais prévus pour les nouveaux déploiements et les modifications de systèmes existants Aide les clients sur place en gérant les accès et les services d’accompagnement Répond aux requêtes et aux exceptions exigées par les clients et aux dossiers de difficulté modérée qui doivent être transmis à des instances supérieures Projets Soutient les membres du projet et collabore avec eux sur des dossiers selon les exigences Coordonne les fournisseurs dans le cadre de différents projets pour des centres de données Effectue l’assurance de la qualité relativement à de nouveaux déploiements ou installations de clients Formation Termine toutes les formations attribuées au moment opportun Peut avoir à guider des membres de l’équipe ayant peu d’expérience ou récemment embauchés Qualités requises Requiert typiquement un diplôme d’études secondaires et deux à quatre ans d’expérience de travail pertinente 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. Equal Employment Opportunity: 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. (US Applicants) Please click here to see the “Know Your Rights: Workplace Discrimination is Illegal” poster and supplement. Please click here to see our EEO Policy Statement. Please click here to see our Pay Transparency Policy Statement. Equinix participates in E-Verify. 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