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 datacenter 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.