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Ibx Customer Operations Iv

2 weeks ago

Brampton, Canada Equinix Full time

IBX Customer Operations IV
Equinix is the world’s digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000+ cloud and IT service providers in 27 countries spanning five continents.

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 relevant 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 significant 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 dedication 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 datacenter 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 sophisticated circuits and supports as needed.
- Works with customers to troubleshoot issues and uses experience gained to recommend solutions.

Stakeholder Partnership
- Supervises stock levels and proactively addresses needs for materials with accurate 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 happiness through timely and detailed 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 IBX related projects.
- Performs quality assurance on new customer installation or deployments.

Training
- Completes all assigned training in a timely manner..
- May provide mentorship and support to more junior team members and new hires.

**Qualifications**
- High school diploma
- 2-4 years of equivalent work experience.

Learn more about Equinix:
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Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected v