Data Center Customer Operations Technician

About the Role

As a Customer Operations Technician you will embark on a development journey where technical skills flourish and dedication to exceptional customer service makes you an invaluable team member. The role involves providing outstanding support to customers, ensuring technology meets exceptional service. The Technician ensures customer satisfaction by promptly meeting order requirements, delivering exceptional experiences, and supporting new deployments and alterations according to operating procedures. Responsibilities include on‑site access control and escorting, becoming a trusted escalation point, leading projects, assisting vendors, managing work‑order queues, maintaining detailed records, updating asset databases, and performing rack‑and‑stack and semi‑routine installations. Support also covers semi‑routine cross‑connect work orders—installations, terminations, modifications, and testing—while adhering to cable‑management SOPs for coax, fiber, and twisted‑pair. The role involves layer‑1 testing and certification, with opportunities to learn layer‑2 and layer‑3 testing under supervision. • Follow standard operating procedures for semi‑routine customer installations, including fiber trays, ladder racks, equipment and cabinets. • Perform semi‑basic cage installations for mesh and overhead cable trays. • Carry out tape changes and standard backup changes to support intra‑cage infrastructure installations. • Ensure prompt fulfillment of customer orders and maintain high satisfaction levels. • Provide on‑site access control, escort services, and act as escalation point for customers. • Lead and support projects following SOPs, assist vendors and conduct physical customer audits. • Manage work‑order queue, respond within commitment times, and escalate non‑standard orders with supervision. • Keep detailed activity records and update local asset databases and systems. • Perform rack‑and‑stack and semi‑routine installations adhering to SOPs. • Execute cross‑connect installations, terminations, modifications, and testing per SOPs. • Conduct layer‑1 testing and certification; learn higher‑layer testing under supervision. • Apply Cat6a and fiber cabling installation, termination, and testing techniques.

Key Responsibilities

• ▸rack‑and‑stack
• ▸cross‑connect
• ▸layer‑1 testing
• ▸cable installation
• ▸asset updates
• ▸order fulfillment

What You Bring

Essential qualifications include experience in customer service, operations, telecommunications or data centres, and proficiency with Cat6a and fiber cabling installation, termination, and testing. Candidates must be willing to work rotating day and night shifts, operate autonomously, and have basic computer knowledge (Windows 7/10) and awareness of TCP/IP and hardware configuration. • Work rotating day and night shifts autonomously; possess basic Windows and networking knowledge.

Requirements

• ▸cat6a
• ▸fiber
• ▸windows
• ▸tcp/ip
• ▸customer service
• ▸shift work

Benefits

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity and enabling innovations that enrich work, life, and the planet. The company values bold ideas, human connection, and offers everyone the chance to shape their future within a supportive operations team. Equinix offers a competitive salary, 25 days holiday plus bank holidays, extensive insurance and health coverage, an employee stock purchase plan, pension, travel schemes such as Cycle to Work and annual season ticket loan, and strong growth and advancement opportunities.

Work Environment

Onsite