Data Center - Customer Operations Engineer (Open to new graduates)

Job Description

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 The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests, including expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, tape backups, escorts services, logistics support and security support. The role is also responsible for handling first level escalation on any incidents and performing daily site rounds to ensure that the Data Centre is maintained in a first-class condition. Responsibilities Queue Management / Reporting Reviews work order requests in the queue and responds to routine work orders by adhering to dedicated timelines Involved in raising and expediting higher level orders, upon supervision Maintains notes and records of activity fulfillment in the ticketing system Customer support Interact professionally with customers on-site, providing assistance and clear communication on work status, escorting them for equipment access, and ensuring their needs are addressed promptly Installations Supports routine intra-cage and infrastructure installations, under guidance, which may include: Routine ladder racks and basic fiber raceways Basic cable management and support systems (patch panels) Routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities Ticket management Resolve customer support requests, manage service tickets, perform troubleshooting of hardware/network issues, and escalate complex issues as needed Process documentation Maintain accurate records of tasks, system changes, hardware moves, and maintenance activities for compliance, tracking, and audit purposes Security and compliance Oversee physical security for the facility, enforce access protocols, and assist with disaster recovery and business continuity planning Team/project participation Collaborate with cross-functional teams and vendors for installations and upgrades, contribute to continuous process improvements, and support site projects as necessary Cross-Connect Supports basic semi-routine data center standard operating cross-connect work order requests for installation, terminations, and modifications under supervision Testing / Troubleshooting Supports basic testing and routine installations of customer assets Supports standard operating procedures layer 1 cross-connect certification testing under supervision May perform semi-routine testing, under supervision Stakeholder Partnership Supports the operations and security personnel team for breaks or other activities, when necessary Customer Management Supports customer satisfaction with timely adherence to following basic order execution requirements Delivers quality customer service experience when interfacing with customers Assist senior staff with time expectations on new deployments, by following standard operating procedure guidelines May support customers on-site through access and escorting services Training Completes assigned training in a timely manner Incident Management Assists more senior staff with responding to all on-site incidents and acts as advised Collaboration May work internally or with other departments to support and increase efficiencies and reduce potential failure scenarios Qualifications 0-3 years of proven experience in the data center industry Bachelor's degree in an Engineering field such as Electronics, Telecommunications, etc. Effective written and verbal communication skills for customer support and reporting. Teamwork and ability to work independently, sometimes requiring on-call or shift work. Willingness to work on rotating shifts Familiarity with ticketing systems, documentation tools, and compliance standards. Fluency in English and Tamil is mandatory 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.