Data Center Customer Operations Specialist IV at Equinix Nigeria

Job ID: JR-150042

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 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 moderly 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 IBX 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 proven years of equivalent work experience