About the Role
Joining the operations team means being at the core of maintaining and evolving the critical infrastructure that powers the digital world. This role is essential in delivering real impact for customers, communities, and society. You’ll find belonging, purpose, and a welcoming team environment where your ideas are valued and you’re empowered to do your best work.
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Job Summary
The position requires the acquisition of job skills to resolve routine tasks that necessitate limited judgment, focusing on established procedures. The role supports the overall team in various capacities.
Responsibilities
Queue Management / Reporting
- Reviews work order requests in the queue and responds to routine work orders adhering to commitment times.
- Involved in escalating and expediting higher-level orders under supervision.
- Actively follows up on work orders in the queue to support the overall team.
- Maintains notes and records of activity fulfillment in the ticketing system.
Installations
- Assists in the rack and stack of basic customer equipment under guidance from senior team members.
- Supports routine intra-cage and infrastructure installations, which may include:
- Routine ladder racks and basic fiber raceways
- Basic cable management and support systems (patch panels)
- Routine ground cabinets and basic post racks
- May perform tape changes and basic backup necessities.
Cross-Connect
- Supports basic cross-connect troubleshooting.
Testing / Troubleshooting
- Assists in basic testing and routine installations of customer assets.
- Supports standard layer 1 cross-connect certification testing under supervision.
- May learn semi-routine testing under supervision.
Stakeholder Partnership
- Supports the operations and security personnel team for breaks or other activities when necessary.
Customer Management
- Aims to enhance customer satisfaction by adhering to basic order execution requirements promptly.
- Delivers a quality customer service experience when interfacing with customers.
- Discusses time expectations on new deployments by following standard operating procedure guidelines.
- May support customers on-site through access and escorting services.
Projects
- Assists with the fulfillment of projects under close supervision.
Training
- Completes assigned training in a timely manner.
Typical Degree & Years of Experience
- Typically requires a high school diploma and 1 year of equivalent work experience.
The company is committed to ensuring an open employment process for all individuals, including those with disabilities. If you are a qualified candidate and require assistance or an accommodation, please indicate this appropriately.
The company is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without unlawful discrimination based on race, color, religion, national origin, sex, age, veteran status, disability, or any status protected by law.
