Job Description

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Data Center Customer Operations IV

JR-156471 Montreal Operations Full time

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

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 A natural curiosity and strong troubleshooting skills Experience working in a critical facility where failure is not an option Willingness to learn and adhere to protocols and processes in place Strong system level mechanical or electrical proficiency You are capable of lifting up to 50 lbs. and are agile in manual dexterity (climb, stoop, et.) with or without accommodation 24/7 Operation - Your flexibility to work any assigned shift, off-schedule, fill in for workmates and respond to emergencies, etc.
Translated version

Resume du poste

Possede une comprehension substantielle des taches et travaille sur des dossiers de difficulte moderee qui requierent de traiter des problemes et d'emettre des recommandations avec jugement. L'accent est mis sur des taches de difficulte moderee qui exigent une comprehension substantielle des procedures d'exploitation standard. Offre assistance a toute l'equipe.

Responsabilites

Gestion des priorites et des suivis

Revise les bons de travail en attente et travaille sur des requetes de difficulte moderee en respectant les echeanciers Soutient les equipes interdisciplinaires lors de collaborations portant sur les tickets d'assistance technique de clients S'assure que les rapports necessaires sont exhaustifs et exacts; soutient les demandes de rapports ad hoc Fournit activement de la retroaction et des recommandations au sujet des processus Consigne de maniere detaillee toutes les taches dans un registre Met a jour les bases de donnees portant sur les actifs locaux et d'autres systemes

Installations

Traite des tickets de difficulte moderee au sujet d'equipements d'installation et d'integration de la clientele Peut comprendre des plans d'installation de difficulte moderee presentes sous forme de chiffrier et soutient les travaux d'installation en consequence Veille a la mise sur pied d'installations de difficulte moderee, notamment : des systemes de chemins de cables en hauteur, de cages grillagees, d'armoires, de support et de gestion de cables; des systemes de circuits de raccordements de fibres, de chemins de distribution de cables, d'armoires, de support et de gestion des cables; change des bandes et veille aux sauvegardes necessaires Reconnait et souleve les problemes de capacite dans le contexte d'agrandissement d'infrastructures et de prolongement de cablage ou c'est necessaire Effectue des controles de qualite pour verifier des repartiteurs et repondre a des tickets d'assistance technique, et recommande des ameliorations

Cross-Connect

Soutient des activites de repartition de difficulte moderee dans des centres de donnees, ce qui necessite une comprehension substantielle des procedures d'exploitation pour : les installations, les raccordements, les modifications et les controles Installe et effectue le controle des circuits de raccordement de complexite moderee, notamment : raccordes a un commutateur, en mode multiplexe, etc.

Controles et depannage

Soutient des controles de fonctionnement des couches 1, 2, et 3 de difficulte moderee pour les controles de certification relativement aux raccordements Soutient le depannage de circuits de complexite moderee (c.-a-d. raccordes a un commutateur, en mode multiplex, etc.) Fait remonter a une instance superieure les cas de demandes d'assistance et de circuits plus avances selon les besoins Travaille avec les clients pour offrir du depannage, et met a profit l'experience cumulee pour recommander des solutions

Partenariat avec les parties prenantes

Effectue le suivi des stocks et repond aux besoins en materiel des equipes Assure une assistance au sujet des bons de travail transmis aux instances superieures et contribue a repartir les alertes Peut offrir de l'assistance de depannage au personnel de securite selon les besoins

Gestion des clients

Contribue a la satisfaction des clients en executant les commandes de maniere precise et dans les delais impartis Delivre une qualite de service elevee et contribue a une excellente experience client lors de ces interactions Apporte de l'assistance en ce qui concerne les delais prevus pour les nouveaux deploiements et les modifications de systemes existants Aide les clients sur place en gerant les acces et les services d'accompagnement Repond aux requetes et aux exceptions exigees par les clients et aux dossiers de difficulte moderee qui doivent etre transmis a des instances superieures

Projets

Soutient les membres du projet et collabore avec eux sur des dossiers selon les exigences Coordonne les fournisseurs dans le cadre de differents projets pour des centres de donnees Effectue l'assurance de la qualite relativement a de nouveaux deploiements ou installations de clients

Formation

Termine toutes les formations attribuees au moment opportun Peut avoir a guider des membres de l'equipe ayant peu d'experience ou recemment embauches

Qualites requises

Requiert typiquement un diplome d'etudes secondaires et deux a quatre ans d'experience de travail pertinente Une curiosite naturelle et de solides competences en depannage Experience de travail dans une installation critique ou l'echec n'est pas une option Volonte d'apprendre et de respecter les protocoles et processus en place Solide competence mecanique ou electrique au niveau du systeme Capable de soulever jusqu'a 50 lbs et agile dans la dexterite manuelle (grimpe, se pencher, etc.) avec ou sans amenagement Fonctionnement 24/7 - Capacite a travailler n'importe quel quart assigne, hors horaire, remplacer des collegues et repondre aux urgences, etc.
The targeted pay range for this position in the following location is / locations are:



Canada - MT2 Montreal : 58,000 - 86,000 CAD / Annual



Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.

The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs.

Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.



The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program

: An Employee Assistance program is available to all employees.


Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.

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 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.