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Data Center - Customer Operations Engineer

Data Center - Customer Operations Engineer

Equinix

0 - 3 years

15 - 18 Lacs

chennai

Posted:6 hours ago| Platform:

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Skills Required

tamil data center quality assurance troubleshooting data center operations switching networking system administration technical support incident management windows administration it infrastructure management ccna it infrastructure

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary

The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests, including expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, tape backups, escorts services, logistics support and security support. The role is also responsible for handling first level escalation on any incidents and performing daily site rounds to ensure that the Data Centre is maintained in a first-class condition.

Responsibilities

Queue Management / Reporting

Reviews work order requests in the queue and responds to routine work orders by adhering to dedicated timelines
Involved in raising and expediting higher level orders, upon supervision
Maintains notes and records of activity fulfillment in the ticketing system

Customer support

Interact professionally with customers on-site, providing assistance and clear communication on work status, escorting them for equipment access, and ensuring their needs are addressed promptly

Installations

Supports routine intra-cage and infrastructure installations, under guidance, which may include:
Routine ladder racks and basic fiber raceways
Basic cable management and support systems (patch panels)
Routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities

Ticket management

Resolve customer support requests, manage service tickets, perform troubleshooting of hardware/network issues, and escalate complex issues as needed

Process documentation

Maintain accurate records of tasks, system changes, hardware moves, and maintenance activities for compliance, tracking, and audit purposes

Security and compliance

Oversee physical security for the facility, enforce access protocols, and assist with disaster recovery and business continuity planning

Team/project participation

Collaborate with cross-functional teams and vendors for installations and upgrades, contribute to continuous process improvements, and support site projects as necessary

Cross-Connect

Supports basic semi-routine data center standard operating cross-connect work order requests for installation, terminations, and modifications under supervision

Testing / Troubleshooting

Supports basic testing and routine installations of customer assets
Supports standard operating procedures layer 1 cross-connect certification testing under supervision
May perform semi-routine testing, under supervision

Stakeholder Partnership

Supports the operations and security personnel team for breaks or other activities, when necessary

Customer Management

Supports customer satisfaction with timely adherence to following basic order execution requirements
Delivers quality customer service experience when interfacing with customers
Assist senior staff with time expectations on new deployments, by following standard operating procedure guidelines
May support customers on-site through access and escorting services

Training

Completes assigned training in a timely manner

Incident Management

Assists more senior staff with responding to all on-site incidents and acts as advised

Collaboration

May work internally or with other departments to support and increase efficiencies and reduce potential failure scenarios

Qualifications

0-3 years of proven experience in the data center industry
Bachelor's degree in an Engineering field such as Electronics, Telecommunications, etc.
Effective written and verbal communication skills for customer support and reporting.
Teamwork and ability to work independently, sometimes requiring on-call or shift work.
Willingness to work on rotating shifts
Familiarity with ticketing systems, documentation tools, and compliance standards.
Fluency in English and Tamil is mandatory

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Data Center - Customer Operations Engineer