Data Center Customer Operations Engineer Ⅲ Osaka - カスタマーオペレーションズエンジニア ３ (大阪)

Who are we?

Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

Applies acquired job skills to work on tasks that are semi-routine in nature. Focus is on semi-routine tasks within standard operating procedures. Supports the overall team.

Responsibilities

Queue Management / Reporting

• Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times

• Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision needed on the escalation of non-standard  procedure escalation requests

• Ensures adherence to commit times within standard operating procedures

• Maintains detailed written records of all work activity

• Updates local asset databases and other systems

Installations

• Rack and stack semi-routine customer equipment tickets

• Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs, which may include:

- fiber trays, ladder racks, customer equipment and cabinets
- semi-basic cage installs for mesh and overhead cable trays; and, performs tape changes and standard operating back-up changes

Cross-Connect

• Supports semi-routine data center standard operating cross-connect work order requests (installs, terminations, modifications, and testing)

• Ensures the standard operating procedures are followed on cable management of: coax, fiber, twisted pair copper, and semi-routine intra-building cross connects

• Learns to install 'across' connect circuits (switched, multiplexed, etc.), under supervision

Testing / Troubleshooting

• Supports semi-routine standard operating testing and  standard operating installations of customer assets

• Supports standard operating procedures of layer 1 cross-connect certification testing

• May learn non-standard operating testing, such as: layer 2 and layer 3 testing, under supervision

Stakeholder Partnership

• Supports the operations and security personnel team for breaks or other activities, when necessary

• Supports standard operating procedural tasks provides back-up assistance to team members when necessary

Customer Management

• Supports customer satisfaction with timely adherence to following semi-routine execution order requirements

• 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, by following   standard operating procedure guidelines

• Supports customers on-site by through access control and escorting services

Projects

• Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervision

• Supports vendors on projects

• Supports physical customer audits

Training

• Completes all assigned training in a timely manner

• May provide support to new hires

Qualifications

• Typically requires a high school diploma and 1-2 years of equivalent work experience

Translated version

チームで成長できるData Center Customer Operations Engineer！
IT未経験からスタートOK。英語を使いながら仲間と協力し、お客様の大切なシステムを支える仕事です。

【職務内容】

データセンターにて、以下の業務に携わっていただきます。
未経験の方も、入社後の研修・OJTを通じて段階的に業務を習得できます。

• ネットワーク配線作業とそれに付随する各種ファイバーテスト

• お客様の依頼に基づくデータセンター内での代行作業
  （機器運搬・搭載、ケーブリング、目視確認 等）

• お客様の入館対応（日本語・英語）

• 電話対応（社内外、日本語・英語）

• 障害発生時の対応およびエスカレーション

• ベンダー作業の立ち会い、進行サポート

• 書類作成などの事務作業

※未経験の方でも、約3か月の研修で独り立ち可能です。

【必須条件】★未経験歓迎

• 日本語での円滑なコミュニケーション能力
  （JLPT N1相当、または同等レベル）

• 英語での会話・読み書きができる方
  （学習意欲重視）

• 体を動かす作業に抵抗がない方
  （デスクワークだけでなく、現場作業もあります）

• チームでの作業を大切にできる方

【歓迎・優遇条件】

• IT業界での業務経験（ヘルプデスク、インフラ運用 等）

• データセンターや設備系業務の経験

• サポートセンター／オペレーション業務経験

• 営業・接客経験があり、IT分野へキャリアチェンジしたい方

• 英語を使用した業務経験がある方

【勤務時間】

• シフト勤務（日勤・夜勤あり）

  • 日勤：8:00～20:30

  • 夜勤：20:00～翌8:30（夜勤は月6～8回程度）

【休日休暇】

• 月16回のシフト勤務

• 年次有給休暇（初年度最大12日）

• 病気休暇

• ネクストステージチャレンジ休暇（3年・5年・10年） ほか

【給与】

• 前職の年収・経験を考慮し、相談の上決定

【待遇・福利厚生】

• 給与改定年1回

• 賞与年1回

• 従業員自社株式割引購入権制度

• 社会保険完備

• 資格取得支援制度

• 確定拠出金制度

• クラブ活動支援制度

• メンタルヘルスカウンセリング

• 慶弔見舞金（結婚祝金、出産祝金、弔慰金 等）

【勤務地】

大阪市内の自社データセンター
※雇用元：エクイニクス・ジャパン・エンタープライズ株式会社

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Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. 

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