Field Service Technician – Dell DSP Services

ITProposal; Uusimaa; On-site; EUR 40,000 - 60,000; Full time

Job summary

ITProposal is recruiting a Field Service Technician to deliver on-site technical support across customer sites. You will diagnose faults, perform repairs, manage parts handling, and ensure accurate service reporting in English.

You will work to Dell DSP service requirements, uphold safety standards, and maintain clear communication with customers on status, delays, and next steps. The role emphasizes professional conduct and reliable scheduling.

Qualifications

• Proven field service or on-site IT support experience.
• Ability to perform diagnostics, parts replacement, and post-repair validation.
• Strong communication to provide accurate updates and document service activity.
• Experience with SLA/KPI driven service delivery and scheduling.
• Familiar with field safety and ESD practices.

Responsibilities

• Deliver on-site technical services to meet KPI, SLA, and customer satisfaction targets.
• Attend customer sites within service timeframes and manage appointments.
• Diagnose faults, validate warranty, and perform repairs with Dell-approved tools.
• Use mobile field service apps and portals to update progress and reports in English.
• Manage parts handling, PUDO/logistics, and returns per procedures.
• Maintain clear customer communication on status, delays, and next steps.
• Escalate incidents through proper channels and follow procedures.

Skills

Field service experience

Customer-facing communication

Diagnose and repair

English communication (verbal/written)

SLA/KPI adherence

Safety procedures

Use of mobile field apps

Tools

Dell Field Service Apps

Diagnostic tools

Service portals

Electronic service reporting

ESD safety equipment

Job description

Role Overview

The Field Service Technician will deliver professional on-site technical support, diagnostics, repair, parts handling, and customer communication services in line with Dell DSP service requirements, agreed service levels, operational procedures, and customer expectations. The role requires strong technical capability, disciplined process compliance, excellent customer-facing skills, and the ability to work safely and professionally across customer sites.

Key Responsibilities

• Deliver on-site technical services in a professional and workmanlike manner, meeting agreed KPI, SLA, quality, customer satisfaction, and operational performance targets.
• Attend customer sites within the required service timeframe, using agreed scheduling, travel, and field service tools to manage appointments and provide accurate estimated arrival times.
• Diagnose faults, validate service tags and warranty status, confirm the required repair, and complete parts replacement using Dell-approved diagnostic tools and troubleshooting methods.
• Use Dell Field Service Mobile and relevant service systems to update arrival, progress, exception codes, visit notes, parts requests, service reports, and closure information accurately and in English.
• Collect, manage, package, label, return, and account for used and unused parts in line with agreed PUDO, logistics, and return processes.
• Maintain clear communication with customers throughout the intervention, including next steps, repair status, repeat visits, survey expectations, and any delays or exceptions.
• Escalate unusual incidents, customer issues, unsafe working conditions, equipment damage, missing equipment, outages, workforce issues, or major service impacts immediately through the correct channels.
• Follow Dell process requirements, Manual of Procedures instructions, field procedures, security obligations, privacy requirements, and technical alerts at all times.
• Use appropriate ESD protection, safety practices, toolsets, customer site protocols, and hazard controls when working on customer equipment.
• Support extended hours or outage response where reasonably required to restore service and maximise successful repair outcomes.

Required Skills and Experience

• Proven experience in field service, desktop support, break-fix engineering, hardware repair, or customer-facing IT support.
• Strong knowledge of laptop, desktop, workstation, server, storage, or related enterprise hardware depending on the supported line of business.
• Ability to complete diagnostics, logical troubleshooting, disassembly, replacement, reassembly, operating system reinstallation where instructed, and post-repair customer validation.
• Good verbal and written English skills, with the ability to provide accurate customer updates and complete service documentation clearly.
• Experience working to SLA, KPI, appointment scheduling, escalation, service ticketing, and field dispatch processes.
• Strong customer service skills, including professionalism, patience, clarity, and the ability to manage difficult or escalated customer situations.
• Ability to follow technical instructions, safety procedures, customer site rules, data privacy requirements, and operational process documentation.
• Comfortable using mobile field service applications, partner portals, diagnostic tools, and online service reporting systems.

• Recommended certifications may include CompTIA Server+, CompTIA Network+, CompTIA Storage+, Microsoft MCSA/MCSE, VMware, Hyper-V, or equivalent industry qualifications depending on service scope.

Tools and Equipment Requirements

• Smartphone or tablet compatible with required Dell mobile applications, including front and rear camera capability and internet connectivity.
• Access to an ESD kit and appropriate computer repair tools for authorised service activity.
• Bootable USB key and all required screwdrivers, hand tools, and equipment needed for system disassembly and repair in line with Dell training requirements.
• Ability to use Dell-approved diagnostic tools, service portals, field service applications, and electronic service reporting systems.