Data Center Customer Operations V

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.

We are seeking a highly skilled Datacenter Operations Specialist to support complex technical work across installations, cross connects, troubleshooting, and customer operations. This role requires strong judgment, deep knowledge of standard operating procedures, and the ability to execute advanced tasks with precision. You will play a key role in maintaining operational excellence, supporting customer deployments, partnering with cross functional teams, and ensuring the accuracy and quality of all work performed.

This position also contributes to process improvements, project execution, and the mentorship of junior team members.

Queue Management & Reporting

• Review and execute advanced work orders requiring deep procedural knowledge and adherence to commitment times
• Evaluate expedited requests and resolve or route them appropriately
• Collaborate with cross functional teams to support customer ticket resolution
• Maintain detailed documentation of all work activities
• Complete accurate reporting and fulfill adhoc reporting requests
• Create Purchase Orders (POs) and Purchase Requests (PRs)
• Assign locks and keys for Equinix and customer assets, where applicable
• Prepare customer-facing reports (e.g., power usage, access logs).
• Update asset databases and internal systems

Installations

• Perform skilled rack and stack installation of customer equipment
• Interpret and execute complex installation plans
• Support challenging infrastructure builds, including fiber trays, ladder racks, cabinets, cable trays, grounding systems, and cable management
• Perform tape changes and backup updates
• Identify and elevate capacity or cabling concerns
• Conduct quality checks on cross connects and onsite support tasks.

Cross Connect Work

• Execute complex cross connect installations, terminations, modifications, and testing
• Install and test advanced circuit types, including switched and multiplexed connections

Testing & Troubleshooting

• Perform skilled Layer 1-3 certification testing
• Troubleshoot advanced circuit issues, including switched and multiplexed circuits
• Support escalated testing and diagnostic activities

Stakeholder Partnership

• Monitor inventory levels and coordinate material replenishment
• Provide escalation support for urgent work orders
• Collaborate with internal teams on cross functional initiatives

Customer Management

• Ensure customer satisfaction through timely, accurate order execution and quality assurance
• Deliver exceptional service during customer interactions
• Support sensitive or escalated customer situations
• Manage expectations for new deployments and modifications
• Provide onsite support, including access control and escorting
• Serve as a point of contact for advanced customer requests and escalations

Projects

• Support advanced installation projects; review drawings, identify issues, and assist with verification
• Partner with vendors on Data Center-related projects
• Perform quality assurance on new customer deployments

Training & Mentorship

• Uphold standard operating procedures and best practices
• Provide coaching on operational processes and basic safety
• Mentor junior team members as needed

• High school diploma or equivalent
• 4-6 years of experience in datacenter operations, telecommunications, network infrastructure, or a related technical field
• Strong understanding of standard operating procedures and safety protocols
• Demonstrated experience with rack and stack installations, structured cabling, and cross connect work
• Proficiency with Layer 1-3 testing and troubleshooting tools
• Ability to interpret technical documentation and installation plans
• Strong organizational skills with the ability to manage multiple work orders and meet deadlines
• Excellent written documentation and recordkeeping skills
• Strong customer service orientation and professional communication skills
• Ability to work effectively in a fast paced, physically demanding datacenter environment

• Experience with fiber and copper terminations and testing
• Familiarity with datacenter infrastructure components (ladder racks, cable trays, grounding systems, cabinets)
• Experience with inventory management and material handling
• Prior experience supporting customer deployments and access control
• Ability to identify capacity constraints and elevate appropriately
• Experience mentoring or coaching junior staff
• Basic understanding of project workflows and custom…