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. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
Job Summary
- Entry to mid level experience as an End User Technology Services professional with experience in applications, systems and hardware.
Responsibilities
Data Center/Office Expansion Support
- Executes against documented plan
- Orders and installs new equipment
- Resolves issues and/or escalates issues to manager or Data Center construction/project manager
- Travels to sites, as necessary
System Audits
- Audit remediation, per instructions
- Escalates issues for resolution with vendor
End User Support (outside of Tickets, often individual)
- Ad hoc, real-time, EA and employee support to troubleshoot a wide range of issues including but not limited to, hardware and software issues
Software Installations, Packaging and Deployment
- Responsible for single or individual package deployment and software installations, confirming successful deployment/installation with user
- Partners with Sr Staff to test pre-mass deployment software packages, identifying issues and escalating up to Sr Staff
Ticket Triage and Resolution (event, incident, request)
- Tier 2 ticket triage
- Resolves majority of more complex issues and requests within Tier 2 scope (per list of pre-defined work categories), escalating as necessary
- Responsible for following equipment legal hold procedures
- Meets or exceeds 90%+ SLA compliance for ALL user requests
- Meets or exceeds 90%+ customer satisfaction for ALL user requests or issues
Application Administration
Internal GTS Staff Training
- Responsible for training more junior Associates
- Hardware Deployment, Installation and Certification
- Responsible for PC and Mac imaging, installation of desktop monitors, phone and docking station, and/or other peripherals
Qualifications
- 2-4 years' relevant experience
- BSC/BEng/HND in Related field
- A+ and MCDST certification preferred
Method of Application
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