Data Center Customer Operations

Job Summary


Applies acquired job skills to work on tasks that are semi-routine in nature. Focus is on semi-routine tasks within standard operating procedures. Supports the overall team.


Responsibilities

Queue Management / Reporting


Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times
Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of non-standard procedure escalation requests
Ensures adherence to commit times within standard operating procedures
Maintains detailed written records of all work activity
Updates local asset databases and other systems


Installations


Rack and stack semi-routine customer equipment tickets.Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs, which may include: fiber trays, ladder racks, customer equipment and cabinets; semi-basic cage installs for mesh and overhead cable trays; and, performs tape changes and standard operating back-up changes


Cross-Connect


Supports semi-routine datacenter standard operating cross-connect work order requests (installs, terminations, modifications, and testing)
Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and semi-routine intra-building cross connects
Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision


Testing / Troubleshooting


Supports semi-routine standard operating testing and standard operating installations of customer assets
Supports standard operating procedures of layer 1 cross-connect certification testing
May learn non-standard operating testing, such as: layer 2 and layer 3 testing, under supervision


Stakeholder Partnership


Supports the operations and security personnel team for breaks or other activities, when necessary
Supports standard operating procedural tasks provides back-up assistance to team members when necessary


Customer Management


Supports customer satisfaction with timely adherence to following semi-routine execution order requirements
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, by following standard operating procedure guidelines
Supports customers on-site by through access control and escorting services


Projects


Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervision
Supports vendors on projects
Supports physical customer audits


Training


Completes all assigned training in a timely manner
May provide support to new hires


Qualifications


Typically requires a high school diploma and proven years of equivalent work experience