Data Center Concierge III

Job Summary: 

The position will suit someone who is a strong communicator, experienced and organised in completing routing and ad-hoc tasks, admin focused and with the ability to deliver outstanding customer service at all times. Applicants may come from multifaceted industries including but not limited to hospitality, reception, administration or other customer centric roles and will be working Monday-Friday in a permanent position. 

This is a customer facing role, so applicants should enjoy client interaction and have the confidence to identify customer trends, issues or concerns, taking appropriate actions where possible and call out accordingly when needed. 

Key responsibilities: 

Our Concierge will provide support to datacenter facilities and administrative duties following standard procedures: 

• Supports customers by coordinating visits and schedules in the data center; assists on semi-routine inquiries and issues 

• Directly coordinates activities with the Equinix Response Center (ERC), as needed 

• Keeps records of activities within the data center including circuit inventories, installed power inventories and labor hours expended 

• May generate purchase requisitions and coordinate with vendors for delivery and invoicing 

• Generating Siebel Reports for customer SH requests 

• Assist security with supervising the security office, signing in visitors, validation and assignment of access via the Siebel and EACS 

• Work closely with site security and report security related incidents to the Security Operations Control Centre 

• Perform ad hoc support tasks for IBX Operations teams, including but not limited to parking administration, CCTV and access control data retrieval and analysis, event coordination, and maintenance management system administration. 

• Take an active role in emergency response preparedness, including participating in evacuation drills and incidents by coordinating and managing designated muster areas, accounting for personnel, and supporting site emergency procedures. 

Customer Support and onsite Customer Liaison 

• Supports the coordination of tasks to the appropriate cross-functional teams 

• Maintains positive business relationships with local vendors in support of customer's administrative needs; provides information about local vendors to customers upon request 

• Maintains customer care areas/conference rooms for cleanliness and fully stocking amenities as the need arises; may provide backup coverage to cross functional teams to support inventory ordering 

• Communicates semi-routine operating datacenter procedures to customers on-site, while building and developing positive customer relationships 

• Coordinates customer work visits with security and escorts customers and/or vendors, within a reasonable vicinity, as required 

• Assists with tracking, following-up, and reporting on routine or new customer inquiries and issues while customers are on-site 

• Provides general induction learning tours to new customers to orient them to the site and escorting customers to their spaces within the data center and unlocking racks where required 

• Resolving issues related to lower customer satisfaction score by coordinating with cross functional team 

Benefits of Equinix and the role: 

• Salary package including healthcare allowance and annual bonus 

• Extensive on-job induction, training and continued learning and access to a range of company employee benefits 

• Career development and further opportunities within Equinix 

• Join an industry leader in the Data Centre world 

• Permanent position working Monday-Friday onsite daytime hours