Onsite Storage Field Technician

ITProposal; Oslo; On-site; NOK 520,000 - 700,000; Full time

Job summary

Dell Technologies is seeking an HES Technician to provide onsite corrective maintenance and field support for Dell ISG Storage products across customer environments.

The role requires a technically capable, customer-focused engineer who can work safely, professionally and independently while following Dell processes, Work Order instructions, escalation paths, security requirements and service level commitments.

Qualifications

• Previous field engineering, data centre, enterprise storage, infrastructure support or break/fix experience.
• Strong understanding of enterprise hardware support, parts handling, customer site working and technical escalation processes.
• Ability to follow structured technical procedures accurately and safely.
• Good verbal and written communication skills in English and the relevant local language for the operating territory.

Responsibilities

• Represent the organisation professionally when working with Dell, Dell customers, technical support teams, logistics teams and customer site contacts.
• Contact customers within required service timelines, confirm customer availability and agree access arrangements before attending site.
• Set clear expectations for service delivery, parts arrival, engineer attendance, repair progress and next steps.
• Attend customer premises during agreed coverage hours in line with the applicable service call type and SLA.
• Keep customers informed throughout the visit and confirm satisfaction before closure or escalation.
• Immediately inform Dell and the customer if attendance or completion within SLA is at risk, providing clear next steps and updated ETA.
• Acknowledge receipt of each service Work Order through the required SDPP or B2B system.
• Review Work Order instructions, customer access requirements, service notes and technical action plans before dispatch.
• Ensure calls are allocated only to appropriately trained and certified engineers.
• Collect required parts from agreed PUDO or logistics locations and bring them to site for the event.
• Use Dell SolVe procedures for every applicable event and follow approved FQM documents where relevant.
• Perform repairs, replacements and corrective maintenance activities in line with Dell instructions and approved procedures.
• Update onsite status within 15 minutes of arrival and close status within 30 minutes of call completion.
• Record accurate visit notes, part debriefs and service updates in English.
• Package, label and return used or unused parts correctly using provided return labels and logistics processes.
• Follow Dell procedures, protocols, Work Order instructions and technical action plans provided for the service event.
• Use commercially reasonable efforts to complete the required fix to the satisfaction of the customer.
• Escalate immediately if the fix cannot be achieved, if additional faults are identified, or if service impact may affect the customer SLA.
• Engage internal SME support to validate steps completed before contacting Dell Remote Support, where appropriate.
• Do not attempt to resolve additional issues outside the Work Order scope without Dell Remote Support and FSM instruction.
• Inform Dell FSM and Remote Support of major escalations, outages or service-impacting issues.
• Report unusual incidents immediately, including customer disputes, equipment damage, missing equipment, unsafe environments, environmental concerns, workforce outages or potential legal / reputational threats.

Skills

Field engineering

Customer service

English proficiency

Escalation process

Tools

Service management tools

SDPP/B2B systems

Job description

Dell Technologies is seeking an HES Technician to provide onsite corrective maintenance and field support for Dell ISG Storage products across customer environments.

The role requires a technically capable, customer-focused engineer who can work safely, professionally and independently while following Dell processes, Work Order instructions, escalation paths, security requirements and service level commitments.