• Timely resolution and/or escalation of customer issues.
• Maintain a level of professionalism while engaging with customers.
• Troubleshoot and document technical issues using ticketing system.
• Follow processes and procedures.
• Racking/stacking, updating and configuring server hardware in a large data center.
• Follow directions from remote Systems Admin to solve issues.
• Use troubleshooting to resolve complex hardware and software issues.
• Use "Crash cart" or remote KVM’s to server and troubleshoot.
• Escort third party vendors to/from a failed device and ensuring completion
• Secure receipt and shipping of packages, general data center upkeep
• Follow data center policies and procedures

Skills: Issue Resolution, Customer Engagement, Technical Troubleshooting, Process Adherence, Server Configuration, Remote Support, Vendor Coordination, Data Center Maintenance

• Perform skilled electrical and mechanical maintenance and repair activities to ensure facilities and equipment at the Telecommunications Center are operating effectively, safety and without interruption of the Center's critical data processing function.
• Take control of building projects and renovations taking place at building or buildings of responsibility. 
• Work with contractors involved in projects and offer input to make the project flow smoothly and function properly with the other building functions.
• Recommend procedures and back-up methods to maintain and improve reliability and efficiency of the TCC facilities staff.
• Functional direction to the vendors associated with the maintenance and repairs at all TCC facilities.
• Direct and train skilled maintenance mechanics in the performance of duties, including mechanical, interior and exterior appearance, and grounds maintenance.
• Assist and direct outside contractors in major repairs and construction projects of a high priority nature to ensure timely completion.
• Operate a computerized maintenance system to gather data to effectively manage the maintenance department.
• Assist Facility Manager in setting up preventive maintenance schedules and ticklers to ensure adhered to and activities properly documented.
• Assign work to team members evaluating skill levels needed to perform tasks.

Skills: Electrical Maintenance, Mechanical Repair, Project Management, Contractor Coordination, Procedure Recommendation, Vendor Management, Computerized Maintenance Management, Preventive Maintenance Scheduling

• Perform all data center related hardware installations, support, and upgrades
• Support racking and cabling, Ethernet install, power set up, and copper termination
• Receive and resolve or escalate issues/tasks
• Work under direction from senior engineers
• Analyze problems, develop and implement solutions, and make decisions that significantly impact projects.
• Act as a subject matter expert while providing coaching and mentoring to junior members.
• Resolve escalated trouble tickets and complex issues within established timeframes while providing quality customer service.
• Contribute to different quality approaches/certifications (safety, energy management, environment, etc.) undertaken by Equinix through the application of good practices that these latter mean on a daily basis for the Customer Operations activity
• Monitor the policies and processes of Equinix concerning safety
• Bring to the superior's attention any violation of safety policies
• Contribute to an environment in which all team members are respected regardless of individual differences and are motivated to improve both individual and team contributions to achieve desired business results.

Skills: Hardware Installation, Racking and Cabling, Issue Resolution, Solution Implementation, SME Leadership, Trouble Ticket Management, Quality Certification Contribution, Safety Policy Monitoring

• Deal with all customer support requests ('Activity') transmitted by the Service Desk, whether for interventions on the IT platforms and telecoms of customers hosted in the IBX ('Smart Hands'), management of delivery/collection of material, manage the access request process, including the handoff to the security staff, coaching, troubleshooting
• Keep customers and the Service Desk informed until closure of the ticket associated with the initial request of the customer, as well as verifying the proper execution of services commitments ('SLA')
• Communicate locally with the Customer Operations Team Leader to allow the proper recording and billing of the intervention to the client, as well as the publication of reports and key performance indicators
• Provide feedback to those mentioned above, to enable them to better understand the assistance involved, who the clients requesting it and for what reasons, what are the organizational changes within the customer's organizations/models that can lead to new opportunities or withdrawals, etc.
• Contribute to the works of installation related to contracts signed between customers and Equinix, both on initial installations of a customer and on requests for extension, in addition to marking out the duration of the main contract
• Perform wiring services ('X-connect') according to customer specifications, including related tests, labelling and communicate within the prescribed time all information enabling the updating of databases and billing for these services
• Help to maintain optimal airflow conditions in customer facilities through the installation of blanking panels in customers bays, as well as instruction in the hierarchy of perforated tiles in cold aisles
• Work in compliance with Equinix processes and propose improvements/adjustments
• Facilitate continuity of operations by well documented/explained relays between shifts
• Aim at maximizing customer satisfaction, and reducing the time between a customer order/request and the billing of its realization

Skills: Customer Support Management, SLA Management, Team Communication, Feedback Provision, Installation Services, Wiring and Testing, Environmental Control, Process Improvement, Shift Coordination, Customer Satisfaction Optimization

• Troubleshoot, install and configure data center systems
• Perform repairs on both network and systems
• Identify challenges/obstacles and discover solutions to ensure constant network productivity
• Monitor company operations through servers
• Report and document any major issues, escalate 
• Install and configure new company equipment
• Provide technical support to other departments
• Ensure network/server protection and security
• Maintain updated databases, surveillance, and hardwares/softwares
• Maintain strong communication with fellow employees to ensure up-to-date information/knowledge
• Requisition and follow-up on needed materials and repair parts.

Skills: System Troubleshooting, Network Repairs, Problem Solving, Server Monitoring, Issue Reporting, Equipment Installation, Technical Support, Network Security, Database Management, Interpersonal Communication, Inventory Management

• Knowledge and experience in providing Tier I / Break-fix Server & Network Support
• Experience with structured cabling infrastructure, network design and running of copper and fiber-optic cabling infrastructures.
• Understanding of fiber-optic and copper cabling technologies with the ability to integrate the components of new and existing network infrastructures.
• Experience in deployment and installation of switches, routers, servers and storage devices 
• Knowledge of power generation, medium / low voltage power distribution including facility/floor based and cabinet based PDU's, ATS's, and UPS's.
• Knowledge of DCIM (data center infrastructure management) tools in the design, operations and management of data center rooms.
• Diverse knowledge of HVAC dynamics including airflow measurement, floor tile placement and ASHRE cooling optimization methods.
• Experience in effectively plan project installations and forecast infrastructure growth, including ordering supplies, maintaining inventory control, and documenting processes.
• Strong background in vendor management, managing installation teams and familiarity with industry standards. 
• Ability to provide remote clear, accurate and timely communications within conference bridge environments with other program technical personnel, government overseers, and senior managers

Qualifications: BA in Electrical Engineering with 3 years of Experience

• Technical experience within the Information Technology field including experience with MacOS, Windows and VMware
• Experience with multiple types of hardware (experience with Mac hardware a huge plus)
• Experience with the basics of center infrastructure build and cabling
• Existing IT infrastructure certifications are a plus, as is a willingness to obtain relevant certifications within the first year of employment
• Previous experience with an incident ticketing and tracking system such as Jira
• Strong oral and written communication skills, results-oriented team player
• Ability to work and succeed within a global team environment
• A strong desire to continuously learn new technologies
• Experience in computer center operations and/or computing management in multi-platform environment and operating systems helpful
• Working knowledge of network and server equipment helpful
• Working knowledge of HVAC, UPS, and other Data Center systems helpful

Qualifications: BA in Systems Administration with 2 years of Experience

• Experience in IT support 
• Hands-on experience with x86 architecture based systems
• Experience with Linux or similar OS
• Good knowledge of network design and protocols
• Understanding of scripting languages
• Must exhibit good communication and grammatical skills
• Experience with IT and networking systems, in a technical or operations capacity or equivalent work experience
• Demonstrate proficiency with software tools such as Microsoft Office
• Show basic understanding of network hardware equipment and TCP/IP networking principles
• Demonstrate high standards for workmanship, organization, and cleanliness with tasks, equipment, and workspaces

Qualifications: BA in Network Engineering with 4 years of Experience

• Experience with IT and networking systems.
• Proficiency with software tools such as Microsoft Office, PuTTY.
• Ability to work collaboratively with other teams and colleagues.
• Ability to work independently and with limited supervision to complete assigned tasks.
• Demonstrated high standards for workmanship, organization, and cleanliness with tasks, equipment and workspaces.
• Demonstrated good troubleshooting skills to investigate and resolve system and infrastructure issues.
• Technical support, Helpdesk, or field support experience
• Strong personal computer & IT skill sets, including but not limited to MS Office, DCIM Tools, and engineering design Tools such as VISIO, AUTOCAD or others.
• Experience supporting Windows, Mac and/or Linux Operating systems in a corporate setting
• Demonstrate strong customer service skills and maintain good relations with customers and colleagues
• Industry-related technology certifications CompTIA (e.g. A+, Network +, Server +)

Qualifications: BA in Computer Science with 2 years of Experience

• Experience working in a large company and/or complex IT environment.
• Able to work within a team environment
• Experience with installation of server and network hardware from all major manufacturers (IBM, SUN, HP, DELL, CISCO, Juniper, etc.) 
• Logical configuration skills
• Experience in handling optical fiber and in the use of optical fiber test equipment 
• Experience with telecommunications cabling standards CAT 5e/6A cable builds, testing and troubleshooting procedures
• Soft skills training
• Initial understanding of customers systems and response times based upon information held for each customer
• Adapt and influence in a rapidly changing environment
• Excellent written and verbal communication skills
• Demonstrate good troubleshooting skills to investigate and resolve systems and infrastructure problems

Qualifications: BA in Information Technology with 3 years of Experience