Data Center Customer Operations Officer III at Equinix Nigeria

Job ID: JR-153271

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 provides back-up assistance to team members when necessary.

Customer Management:

• Supports customer satisfaction with timely adherence to 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.