HES Technician – Dell ISG Storage Field Services

About the job HES Technician – Dell ISG Storage Field ServicesRole Overview

The HES Technician will provide onsite corrective maintenance and field support services 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.

The technician will be responsible for attending customer sites, completing break/fix activities, handling parts correctly, updating service systems accurately, maintaining customer communication and ensuring that all work is completed in line with Dell quality, safety, security and operational standards.

Products Covered

The HES Technician will support Dell ISG Storage product families including, but not limited to:

ATMOS, Avamar, Azure Stack HCI / Hub, Celerra, Centera and ConnectrixData Domain, Data Lakehouse, Disk Library, Elastic Cloud Storage and ObjectScalePowerFlex / VxRack, PowerProtect, PowerScale / Isilon and PowerStoreRecoverPoint, Secure Connect Gateway, Unity, Vblock, VMAX / PowerMax / SymmetrixVNX / VNXe, VPLEX, VxRail and XtremIO

Key Responsibilities Customer and Service Delivery

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.

Operational Duties

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.

Technical Standards and Escalation

Follow all 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.

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.Confident customer-facing manner with the ability to manage expectations professionally.Ability to work independently while knowing when to escalate issues appropriately.Experience using service management tools, ticketing systems, Work Orders and technical documentation.Awareness of ESD protection, IT safety obligations and secure customer site working practices.

Training and Certification Requirements

Engineers must be trained before performing service on Dell products and must complete the relevant Dell Learning Path for each product they support. Training requirements include Dell foundational training, security and privacy training, soft skills training and applicable corrective maintenance learning paths.

Dell Technologies DSP Foundations, including Security, Privacy and Soft Skills training.Dell PowerEdge Corrective Maintenance, where applicable.Dell Storage Corrective Maintenance.Relevant ISG Storage Product Learning Paths for supported products such as Avamar, Azure Stack, Connectrix, Data Domain, ECS, ObjectScale, PowerFlex, PowerMax, PowerProtect, PowerScale, PowerStore, RecoverPoint, SCG, Unity, VMAX, VPLEX, VxBlock, VxRail and XtremIO.Additional higher-level training may be required for complex service areas, disconnected customer environments or code upgrade activities where Dell Remote Support is not feasible.

Tools, Equipment and Working Practices

Use ESD-safe tools and protection in line with Dell ESD best practices.Maintain access to required Dell platforms, including TechDirect and Dell training resources.Use compatible technology and tools required to meet Dell service requirements.Follow approved parts handling, packaging, labelling and return processes.Use Dell SolVe and approved procedural documentation to guide service activities.Maintain readiness for regional coverage requirements, including customer site training, security clearances and access controls.