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Open nowFirst seen 4 days ago

HES Technician – Dell ISG Storage Field Services

Itproposal159 open roles

Where
Stockholm, Sweden
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Your applicationOpen nowHES Technician – Dell ISG Storage Field ServicesItproposal · Stockholm, Sweden

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  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

The posting

HES Technician – Dell ISG Storage Field Services

Role Overview

The HES Technician provides onsite corrective maintenance and technical field support for Dell Infrastructure Solutions Group (ISG) Enterprise Storage products across diverse customer environments.

This role requires a technically skilled, customer-oriented engineer capable of working independently and safely while strictly adhering to Dell processes, Work Order instructions, escalation pathways, data security protocols, and service level agreements (SLAs). The technician serves as the primary onsite technical representative, executing hardware repairs, managing logistics, updating ticket systems in real time, and maintaining clear communication with site contacts.

Supported Product Portfolio

The technician will provide corrective maintenance across Dell ISG Storage families, including but not limited to:

  • Enterprise Storage & HCI: PowerStore, PowerScale / Isilon, PowerMax / VMAX / Symmetrix, PowerFlex / VxRack, Unity, VNX / VNXe, VPLEX, XtremIO, Vblock, VxRail.
  • Data Protection & Backup: Data Domain, PowerProtect, Avamar, RecoverPoint, Disk Library, Data Lakehouse.
  • Cloud & Object Storage: Elastic Cloud Storage (ECS), ObjectScale, Azure Stack HCI / Hub, ATMOS, Centera.
  • SAN & Connectivity: Connectrix, Celerra, Secure Connect Gateway (SCG).

Key Responsibilities

1. Customer Engagement & Service Delivery

  • Professional Representation: Represent the service organization and Dell professionally when communicating with customers, support teams, logistics partners, and site contacts.
  • Pre-Visit Coordination: Contact customer site leads within SLA windows to confirm engineer availability, verify site access permissions, and align arrival expectations.
  • Communication & Expectations: Keep customer contacts informed throughout the service visit regarding repair timelines, parts availability, and technical progress.
  • Satisfaction & SLA Risk: Confirm resolution and customer satisfaction prior to closing the call. Proactively notify Dell operations and the customer immediately if attendance or completion is at risk of missing SLA targets.

2. Field Operations & Workflow Compliance

  • Work Order Management: Acknowledge receipts of dispatches via required SDPP or B2B platforms promptly. Review all site details, access requirements, and technical action plans prior to departure.
  • Parts Logistics: Collect replacement components from designated Pick-Up/Drop-Off (PUDO) or logistics hubs and safely transport them to customer premises.
  • Procedural Compliance: Follow official Dell SolVe procedures and Field Quality Management (FQM) documentation for all corrective maintenance activities.
  • Real-Time Ticket Management: Update arrival status within 15 minutes of site entry and complete full debriefs/ticket closures within 30 minutes of job completion.
  • Reverse Logistics: Package, label, and return defective or unused parts immediately using approved return labels and courier processes.

3. Technical Standards & Escalations

  • Execute hardware replacements and corrective repairs strictly according to provided technical action plans.
  • Use internal Subject Matter Experts (SMEs) to review steps before contacting Dell Remote Support.
  • Escalate unresolved technical issues, secondary hardware faults, or potential SLA breaches immediately.
  • Strictly adhere to Work Order scopes—do not perform out-of-scope tasks without direct authorization from Dell Remote Support and the Field Service Manager (FSM).
  • Instantly report site incidents, including safety hazards, physical equipment damage, customer disputes, environmental concerns, or security issues.

Required Experience & Qualifications

  • Field & Data Center Experience: Demonstrated background in field engineering, enterprise hardware break/fix, data center maintenance, or storage infrastructure support.
  • Process Knowledge: Practical understanding of hardware diagnostics, electrostatic discharge (ESD) safety protocols, parts tracking, and technical escalation procedures.
  • Communication Skills: Professional verbal and written English communication skills; comfortable explaining technical concepts clearly to client contacts.
  • Tools & Service Systems: Proficiency using ticketing systems, mobile field dispatch applications, and technical documentation portals.
  • Autonomy & Judgment: Ability to work independently under SLA constraints while recognizing when to escalate complex issues.

Mandatory Training & Compliance Requirements

Dell Certifications & Learning Paths

Engineers must complete all required Dell Learning Paths prior to field dispatch:

  • Foundational Training: Dell Technologies DSP Foundations (Security, Data Privacy, and Customer Soft Skills).
  • Hardware Support: Dell Storage Corrective Maintenance (and PowerEdge Corrective Maintenance where applicable).
  • Product-Specific Learning Paths: Formal completion of learning paths for assigned ISG product lines (e.g., PowerStore, Unity, Data Domain, PowerMax, VxRail, etc.).

Security & Site Access Compliance

  • Background Check: Ability to pass an annual criminal background screening (valid for 12 months).
  • Work Authorization: Valid right to work in the operating region.
  • Site Security Protocols: Strict compliance with client physical security policies, mandatory wearing of Dell-approved ID badges, drug/alcohol-free workplace rules, and complete adherence to IT safety guidelines (e.g., strict prohibition of unauthorized USB/SSD drives or unapproved software).
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