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.
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 Data Center related projects
Performs quality assurance on new customer installation or deployments
Training
Qualifications
Typical Degree & Years of Experience
Possède une compréhension substantielle des tâches et travaille sur des dossiers de difficulté modérée qui requièrent de traiter des problèmes et d’émettre des recommandations avec jugement. L’accent est mis sur des tâches de difficulté modérée qui exigent une compréhension substantielle des procédures d’exploitation standard. Offre assistance à toute l’équipe.
Gestion des priorités et des suivis
Révise les bons de travail en attente et travaille sur des requêtes de difficulté modérée en respectant les échéanciers
Soutient les équipes interdisciplinaires lors de collaborations portant sur les tickets d’assistance technique de clients
S’assure que les rapports nécessaires sont exhaustifs et exacts; soutient les demandes de rapports ad hoc
Fournit activement de la rétroaction et des recommandations au sujet des processus
Consigne de manière détaillée toutes les tâches dans un registre
Met à jour les bases de données portant sur les actifs locaux et d’autres systèmes
Traite des tickets de difficulté modérée au sujet d’équipements d’installation et d’intégration de la clientèle
Peut comprendre des plans d’installation de difficulté modérée présentés sous forme de chiffrier et soutient les travaux d’installation en conséquence
Veille à la mise sur pied d’installations de difficulté modérée, notamment : des systèmes de chemins de câbles en hauteur, de cages grillagées, d’armoires, de support et de gestion de câbles; des systèmes de circuits de raccordements de fibres, de chemins de distribution de câbles, d’armoires, de support et de gestion des câbles; change des bandes et veille aux sauvegardes nécessaires
Reconnaît et soulève les problèmes de capacité dans le contexte d’agrandissement d’infrastructures et de prolongement de câblage où c’est nécessaire
Effectue des contrôles de qualité pour vérifier des répartiteurs et répondre à des tickets d’assistance technique, et recommande des améliorations
Soutient des activités de répartition de difficulté modérée dans des centres de données, ce qui nécessite une compréhension substantielle des procédures d’exploitation pour : les installations, les raccordements, les modifications et les contrôles
Installe et effectue le contrôle des circuits de raccordement de complexité modérée, notamment : raccordés à un commutateur, en mode multiplexe, etc.
Soutient des contrôles de fonctionnement des couches 1, 2, et 3 de difficulté modérée pour les contrôles de certification relativement aux raccordements
Soutient le dépannage de circuits de complexité modérée (c.-à-d. raccordés à un commutateur, en mode multiplex, etc.)
Fait remonter à une instance supérieure les cas de demandes d’assistance et de circuits plus avancés selon les besoins
Travaille avec les clients pour offrir du dépannage, et met à profit l’expérience cumulée pour recommander des solutions
Partenariat avec les parties prenantes
Effectue le suivi des stocks et répond aux besoins en matériel des équipes
Assure une assistance au sujet des bons de travail transmis aux instances supérieures et contribue à répartir les alertes
Peut offrir de l’assistance de dépannage au personnel de sécurité selon les besoins
Contribue à la satisfaction des clients en exécutant les commandes de manière précise et dans les délais impartis
Délivre une qualité de service élevée et contribue à une excellente expérience client lors de ces interactions
Apporte de l’assistance en ce qui concerne les délais prévus pour les nouveaux déploiements et les modifications de systèmes existants
Aide les clients sur place en gérant les accès et les services d’accompagnement
Répond aux requêtes et aux exceptions exigées par les clients et aux dossiers de difficulté modérée qui doivent être transmis à des instances supérieures
Soutient les membres du projet et collabore avec eux sur des dossiers selon les exigences
Coordonne les fournisseurs dans le cadre de différents projets pour des centres de données
Effectue l’assurance de la qualité relativement à de nouveaux déploiements ou installations de clients
The targeted pay range for this position in the following location is / locations are:
Canada - MT1 Montreal : 58,000 - 86,000 CAD / Annual
Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.
Equinix Benefits
As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.
Employee Assistance Program: An Employee Assistance program is available to all employees.
Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
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This posting is a new position within our organization.
