Data Center Customer Operations IV at Equinix

📍 Job Overview

Job Title: Data Center Customer Operations IV
Company: Equinix
Location: Chicago, Illinois, United States
Job Type: On-site
Category: Server Administration & DevOps
Date Posted: June 11, 2025
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

📝 Enhancement Note: This role is a skilled specialist position that requires considerable judgment and a deep understanding of standard operating procedures. The primary focus is on managing work orders, supporting installations, and ensuring customer satisfaction through quality assurance checks.
Equinix is the world's digital infrastructure company, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. This role is part of the operations team, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to data center customers.

💻 Primary Responsibilities

Queue Management / Reporting
- Reviews work orders in the queue and handles skilled requests, requiring a deep understanding of standard operating procedures and adherence to commitment times.
- Reviews expedited requests and handles or redirects them to appropriate team members.
- Supports cross-functional teams by collaborating on customer tickets.
- Maintains detailed written records of all work activity.
- Ensures any necessary reporting is complete and accurate; executes ad-hoc reporting requests.
- Creates Purchase Orders (PO's) and Purchase requests (PR's).
- Assigns locks and keys for both Equinix and customer keys, where applicable.
- Supports creating reports to customers (e.g., power or access).
- Updates local asset databases and other systems.
Installations
- Handles requests requiring skilled rack and stack support of customer equipment.
- Able to read skilled installation spreadsheet plans and supports implementing installations accordingly.
- Supports the building and installation of difficult and challenging installs; which may include: intra-cage fiber tray, ladder rack, customer equipment and cabinets; overhead cable trays, cage mesh, cabinets, and cable management/support systems; grounds cabinets and two-post racks; performs tape changes and back-up updates.
- Recognizes and raises advanced capacity concerns for infrastructure expansions needs and cabling.
- Performs quality checks on both cross-connects and on-site support tickets, and suggests improvements.
Cross-Connect
- Supports challenging data center cross-connect work requiring a deep understanding of operating procedures for installs, terminations, modifications, and testing.
- Installs and tests challenging cross-connect circuits, which may include: switched, multiplexed, etc.
Testing / Troubleshooting
- Supports skilled requests on standard layer 1, 2, and 3 cross-connect certification testing.
- Supports the troubleshooting of skilled circuits (i.e., switched, multiplexed, etc.).
- Supports advanced testing and troubleshooting.
Stakeholder Partnership
- Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams.
- Provides escalation support for work order expedites.
- Partners with internal stakeholders on cross-functional work.
Customer Management
- Supports customer satisfaction through timely and precise order execution and quality assurance checks.
- Delivers a high level of service and an excellent customer experience when interfacing with customers.
- Supports sensitive customer situations.
- Manages time expectations on new deployments and existing alterations.
- Supports customers on-site through access control and escorting services.
- Point of Contact (POC) for supporting skilled customer requests, exceptions, or escalations.
Projects
- Supports advanced installations; provides input and identifies problems with drawings and assists with verification of custom projects.
- Supports vendors on various data center-related projects.
- Performs quality assurance on new customer installation or deployments.
Training
- Supports standard operating procedures and best practices to maintain a high level of service.
- May coach others on operations procedures and basic safety.
- May provide coaching and mentorship to more junior team members.

📝 Enhancement Note: This role requires a high level of technical proficiency and a deep understanding of standard operating procedures. The candidate should be able to work independently and make skilled judgments while maintaining a high level of service.

🎓 Skills & Qualifications

Education: High school diploma or equivalent.

Experience: Typically requires 4-6 years of equivalent work experience in a related field.

Required Skills:

Proven experience in data center operations or a related field.
Strong understanding of standard operating procedures and commitment times.
Ability to read and interpret installation spreadsheet plans.
Proficiency in testing and troubleshooting cross-connect circuits.
Excellent customer service skills and the ability to deliver a high level of service.
Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams.
Ability to maintain detailed written records and complete accurate reporting.
Proficiency in using various tools and systems for tracking work activity and updating asset databases.

Preferred Skills:

Experience with Equinix's specific tools and systems.
Familiarity with advanced capacity concerns and infrastructure expansions needs.
Knowledge of advanced testing and troubleshooting techniques.
Ability to provide coaching and mentorship to junior team members.

📝 Enhancement Note: While a high school diploma is the minimum requirement, candidates with relevant certifications or associate degrees in a related field may be more competitive for this role. Additionally, experience in data center operations or a related field is crucial for success in this position.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio showcasing relevant experience in data center operations, including examples of installations, cross-connect work, and troubleshooting.
Case studies demonstrating problem-solving skills, attention to detail, and commitment to quality assurance.
Examples of customer satisfaction and excellent customer service.

Technical Documentation:

Detailed documentation of work activity, including installation plans, testing results, and troubleshooting steps.
Reports demonstrating accurate and complete data, with a focus on customer satisfaction and quality assurance.
Examples of coaching and mentoring provided to junior team members.

📝 Enhancement Note: While a portfolio is not explicitly mentioned in the job listing, providing examples of relevant experience and customer satisfaction can help demonstrate the candidate's fit for this role.

💵 Compensation & Benefits

Salary Range: $60,000 - $80,000 per year (Based on market research for data center operations roles in Chicago, IL)

Benefits:

Comprehensive health, dental, and vision insurance.
401(k) retirement plan with company match.
Employee stock purchase plan.
Tuition reimbursement and professional development opportunities.
Paid time off, including vacation, sick leave, and holidays.
Employee assistance program.
Wellness programs and employee discounts.

Working Hours: Full-time, 40 hours per week, with on-call rotations for 24/7 support.

📝 Enhancement Note: The salary range provided is based on market research for data center operations roles in Chicago, IL. Actual salary may vary based on experience, skills, and other factors.

🎯 Team & Company Context

🏢 Company Culture

Industry: Equinix operates in the data center and colocation services industry, providing critical infrastructure for businesses to interconnect with their customers, partners, and employees.

Company Size: Equinix is a large, global company with over 260 data centers across the globe. This role is part of the operations team, which is responsible for maintaining the critical facilities infrastructure that supports Equinix's customers.

Founded: Equinix was founded in 1998 and has since grown to become a leading provider of data center and colocation services.

Team Structure:

The operations team is responsible for maintaining the critical facilities infrastructure that supports Equinix's customers.
The team is structured to provide 24/7 support, with on-call rotations and dedicated shift teams.
The role of Data Center Customer Operations IV is part of the operations team, working closely with cross-functional teams to ensure customer satisfaction and quality assurance.

Development Methodology:

Equinix follows standard operating procedures and best practices to maintain a high level of service.
The operations team uses various tools and systems to track work activity, update asset databases, and collaborate with cross-functional teams.
The team follows a structured approach to installations, testing, and troubleshooting, with a focus on quality assurance and customer satisfaction.

Company Website: https://www.equinix.com/

📝 Enhancement Note: Equinix's company culture is focused on delivering best-in-class service to its customers, with a strong emphasis on teamwork, collaboration, and quality assurance. The operations team plays a critical role in maintaining the critical facilities infrastructure that supports Equinix's customers, and this role is essential to the team's success.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a skilled specialist position that requires considerable judgment and a deep understanding of standard operating procedures. The primary focus is on managing work orders, supporting installations, and ensuring customer satisfaction through quality assurance checks.

Reporting Structure: The Data Center Customer Operations IV role reports directly to the Operations Manager. The role works closely with cross-functional teams, including customer service, sales, and engineering, to ensure customer satisfaction and quality assurance.

Technical Impact: This role has a significant impact on Equinix's customers, as it is responsible for maintaining the critical facilities infrastructure that supports their operations. The role requires a high level of technical proficiency and a deep understanding of standard operating procedures to ensure customer satisfaction and quality assurance.

Growth Opportunities:

Growth opportunity 1: With experience and demonstrated proficiency, candidates may progress to senior operations roles, such as Data Center Operations Manager or Senior Operations Manager.
Growth opportunity 2: Candidates may also pursue opportunities in other areas of the business, such as customer service, sales, or engineering, depending on their interests and skills.
Growth opportunity 3: Equinix offers professional development opportunities, including tuition reimbursement and training programs, to support employees' career growth and advancement.

📝 Enhancement Note: This role offers significant opportunities for career growth and advancement within Equinix's operations team or other areas of the business. Candidates with a strong work ethic, a commitment to quality assurance, and a desire to learn and grow can excel in this role and build a successful career with Equinix.

🌐 Work Environment

Office Type: Equinix's data centers are critical facilities that require a secure, controlled environment to maintain the infrastructure that supports its customers. The work environment is fast-paced and dynamic, with a focus on quality assurance and customer satisfaction.

Office Location(s): Chicago, Illinois, United States

Workspace Context:

The data center is a highly controlled environment, with strict access protocols and security measures in place to protect the critical infrastructure that supports Equinix's customers.
The workspace is equipped with the tools and systems necessary to support the role's responsibilities, including installation equipment, testing and troubleshooting tools, and customer service software.
The role requires a high level of attention to detail and a commitment to quality assurance, as well as strong communication and collaboration skills to work effectively with cross-functional teams.

Work Schedule: Full-time, 40 hours per week, with on-call rotations for 24/7 support. The work schedule may vary depending on the specific needs of the data center and the customer base it serves.

📝 Enhancement Note: The work environment for this role is fast-paced and dynamic, with a focus on quality assurance and customer satisfaction. Candidates must be able to thrive in a highly controlled environment and maintain a high level of attention to detail to succeed in this role.

📄 Application & Technical Interview Process

Interview Process:

Process step 1: Phone or video screen with the hiring manager to assess communication skills, customer service experience, and understanding of data center operations.
Process step 2: On-site or virtual tour of the data center to familiarize the candidate with the work environment and critical facilities infrastructure.
Process step 3: Technical interview with the operations team to assess the candidate's understanding of standard operating procedures, installation techniques, and testing and troubleshooting skills.
Process step 4: Final interview with the operations manager to discuss career growth opportunities, company culture, and next steps.

Portfolio Review Tips:

Highlight relevant experience in data center operations, including examples of installations, cross-connect work, and troubleshooting.
Include case studies demonstrating problem-solving skills, attention to detail, and commitment to quality assurance.
Showcase customer satisfaction and excellent customer service examples.
Prepare a portfolio that is easy to navigate and presents information in a clear and concise manner.

Technical Challenge Preparation:

Brush up on standard operating procedures and commitment times for data center operations.
Familiarize yourself with installation techniques, testing, and troubleshooting skills.
Prepare for questions about customer service experience and commitment to quality assurance.

ATS Keywords: Data center operations, customer service, installation, testing, troubleshooting, quality assurance, critical facilities infrastructure, standard operating procedures, commitment times, customer satisfaction.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical proficiency, customer service experience, and commitment to quality assurance. Candidates should be prepared to discuss their relevant experience in data center operations and demonstrate their understanding of standard operating procedures, installation techniques, and testing and troubleshooting skills.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: (Not applicable for this role)

Backend & Server Technologies:

Equinix's data centers use various server technologies to support its customers' critical infrastructure needs.
The role of Data Center Customer Operations IV requires a strong understanding of standard operating procedures and commitment times for data center operations.
Proficiency in installation techniques, testing, and troubleshooting skills is essential for success in this role.

Development & DevOps Tools:

Equinix uses various tools and systems to support its data center operations, including:
- Customer service software for tracking work activity and updating asset databases.
- Installation equipment for supporting the building and installation of customer equipment and cabinets.
- Testing and troubleshooting tools for supporting the role's responsibilities.
- Collaboration tools for working with cross-functional teams.

📝 Enhancement Note: The technology stack for this role is focused on the tools and systems necessary to support data center operations. Candidates should be proficient in using these tools and systems and have a strong understanding of standard operating procedures and commitment times for data center operations.

👥 Team Culture & Values

Web Development Values: (Not applicable for this role)

Collaboration Style:

Equinix's operations team works closely with cross-functional teams to ensure customer satisfaction and quality assurance.
The team follows a structured approach to installations, testing, and troubleshooting, with a focus on collaboration and communication.
The team values a strong work ethic, a commitment to quality assurance, and a desire to learn and grow.

📝 Enhancement Note: The collaboration style for this role is focused on working closely with cross-functional teams to ensure customer satisfaction and quality assurance. Candidates should be strong communicators and have a commitment to quality assurance and customer service.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Web development challenge 1: Managing work orders and ensuring timely and precise order execution and quality assurance checks.
Web development challenge 2: Supporting installations and ensuring customer satisfaction through quality assurance checks.
Web development challenge 3: Troubleshooting and testing cross-connect circuits, including switched and multiplexed circuits.
Web development challenge 4: Maintaining a high level of service and excellent customer experience when interfacing with customers.

Learning & Development Opportunities:

Learning opportunity 1: Equinix offers professional development opportunities, including tuition reimbursement and training programs, to support employees' career growth and advancement.
Learning opportunity 2: Candidates may also pursue opportunities to learn from more experienced team members, including coaching and mentoring.
Learning opportunity 3: Equinix's operations team values a strong work ethic, a commitment to quality assurance, and a desire to learn and grow. Candidates can take advantage of these opportunities to develop their skills and advance their careers.

📝 Enhancement Note: This role offers significant opportunities for technical challenges and growth. Candidates should be prepared to tackle these challenges head-on and demonstrate their commitment to quality assurance and customer service.

💡 Interview Preparation

Technical Questions:

Technical question 1: Can you describe your experience with data center operations and customer service?
Technical question 2: How do you approach installations, testing, and troubleshooting in a data center environment?
Technical question 3: Can you provide an example of a time when you had to manage a difficult customer situation and ensure their satisfaction?

Company & Culture Questions:

Technical question 4: What do you know about Equinix's company culture and values?
Technical question 5: How do you approach collaboration and communication with cross-functional teams?
Technical question 6: What do you think sets Equinix apart from other data center providers, and how can you contribute to that success?

Portfolio Presentation Strategy:

Presentation strategy 1: Highlight relevant experience in data center operations, including examples of installations, cross-connect work, and troubleshooting.
Presentation strategy 2: Include case studies demonstrating problem-solving skills, attention to detail, and commitment to quality assurance.
Presentation strategy 3: Showcase customer satisfaction and excellent customer service examples, and be prepared to discuss how you would handle difficult customer situations.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical proficiency, customer service experience, and commitment to quality assurance. Candidates should be prepared to discuss their relevant experience in data center operations and demonstrate their understanding of standard operating procedures, installation techniques, and testing and troubleshooting skills.

📌 Application Steps

To apply for this data center customer operations role at Equinix:

Submit your application through the application link provided.
Prepare a portfolio showcasing relevant experience in data center operations, including examples of installations, cross-connect work, and troubleshooting.
Tailor your resume to highlight your relevant experience in data center operations and customer service.
Prepare for the interview process by brushing up on your technical skills and familiarizing yourself with Equinix's company culture and values.
Research Equinix's data center operations and customer service standards to ensure you are well-prepared for the interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and data center operations industry-standard assumptions. All details should be verified directly with Equinix before making application decisions.

Data Center Customer Operations IV