Data Center Customer Operations II

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. 

Data Center Customer Operations II

Job Summary

As a shift Data Center Technician, you will have to provide a high level of Customer Service and Service Provisioning in order to meet customer needs.

Responsibilities

Customer support

• Deal with all customer support requests (‘Activity’) transmitted by the Service Desk, whether for interventions on the IT platforms and telecoms of customers hosted in the data center (‘Smart Hands’), management of delivery/collection of material, manage the access request process, including the handoff to the security staff, coaching, troubleshooting
• Communicate locally with the Customer Operations Team Leader to allow the proper recording and billing of the intervention to the client, as well as the publication of reports and key performance indicators

Installations

• Contribute to the works of installation related to contracts signed between customers and Equinix, both on initial installations of a customer and on requests for extension, in addition to marking out the duration of the main contract
• Perform wiring services (‘X-connect’) according to customer specifications, including related tests, labelling and communicate within the prescribed time all information enabling the updating of databases and billing for these services
• Help to maintain optimal air flow conditions in customer facilities through the installation of blanking panels in customers bays, as well as instruction in the hierarchy of perforated tiles in cold aisles
• Propose improvements to urbanization, organization of wiring or any installed component of customer configurations

Monitoring/Alerts

• Provide all the required vigilance on monitoring tools (BMS) located in the Control Rooms, especially outside working hours, in order to transmit to the Facilities Operations team, in the most responsive manner possible, any alarm raised through these tools
• Conduct rigorous daily rounds noting and communicating any anomaly linked either to technical equipment, or to breaches of regulations applying in the Datacenter, or conduct/actions/installations likely to cause danger

Qualifications

• High school diploma preferably in Electrical/electronics
• Willingness to work shifts reliably under a rotation schedule that includes overnight shifts and bank holidays
• Ability to interact with customers in English and Italian, both written and spoken
• Customer/service spirit, serious, attention to detail, rigour
• Knowledge of the data center environment (beyond clean rooms)
• Proven years of experience in a similar role, ideally in a similar environment (Datacenter, computer rooms, clean rooms, Telco operators, etc.)
• Knowledge of data protocols, wiring technologies, current telecom/IT equipment
• Self-driving to be more flexible in moving between datacentres if required

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.

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. 

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