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
