Datacentre Customer Operations Technician Iv
2 semanas atrás
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.
Responsibilities
Queue Management / Reporting
- Reviews work orders in the queue and works on moderately difficult requests by adhering to commitment times.
- Supports crossfunctional teams to collaborate on customer tickets.
- Ensures any necessary reporting is complete and accurate; supports adhoc 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 crossconnects and onsite support tickets and recommends improvements.
Cross-Connect
- Supports moderately difficult datacenter crossconnect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing.
- Installs and tests moderately difficult crossconnect circuits, which may include: switched, multiplexed, etc.
Testing / Troubleshooting
- Supports moderately difficult operating testing of layer 1, 2 and 3 crossconnect 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 backup 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 onsite 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 IBX related projects.
- Performs quality assurance on new customer installation or deployments.
Training
- Completes all assigned training in a timely manner.
- May provide guidance and support to more junior team members and new hires.
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