Data Center Customer Operations III Job at Equinix

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.

We are recruiting to fill the position below:

Job Position: Data Center Customer Operations III

Job Location: Lekki, Lagos

Job Summary

• Applies acquired job skills to work on tasks that are semi-routine in nature.
• Focus is on semi-routine tasks within standard operating procedures.
• Supports the overall team.

Responsibilities
Queue Management / Reporting:

• Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times
• Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of non-standard  procedure escalation requests
• Ensures adherence to commit times within standard operating procedures
• Maintains detailed written records of all work activity
• Updates local asset databases and other systems

Installations:

• Rack and stack semi-routine customer equipment tickets.Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs, which may include: fiber trays, ladder racks, customer equipment and cabinets; semi-basic cage installs for mesh and overhead cable trays; and performs tape changes and standard operating back-up changes

Cross-Connect:

• Supports semi-routine datacenter standard operating cross-connect work order requests (installs, terminations, modifications, and testing)
• Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and semi-routine intra-building cross-connects
• Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision

Testing / Troubleshooting:

• Supports semi-routine standard operating testing and  standard operating installations of customer assets
• Supports standard operating procedures of layer 1 cross-connect certification testing
• May learn non-standard operating testing, such as: layer 2 and layer 3 testing, under supervision

Stakeholder Partnership:

• Supports the operations and security personnel team for breaks or other activities, when necessary
• Supports standard operating procedural tasks and provides back-up assistance to team members when necessary

Customer Management:

• Supports customer satisfaction with timely adherence to the following semi-routine execution order requirements
• 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, by following   standard operating procedure guidelines
• Supports customers on-site by through access control and escorting services

Projects

• Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervision
• Supports vendors on projects
• Supports physical customer audits

Training:

• Completes all assigned training in a timely manner
• May provide support to new hires

Qualifications

• Typically requires a high school diploma and proven years of equivalent work experience.