CSG L1 Technician - Job Specification and Recruitment Job Description

About the job CSG L1 Technician - Job Specification and Recruitment Job Description

Job Description

We are seeking customer-focused CSG L1 Technicians to provide on-site technical support for Dell customer systems. The successful candidates will attend customer locations, validate faults, complete hardware repairs, replace parts, use Dell diagnostic and mobility tools, provide accurate service updates and ensure every customer interaction is handled professionally and in line with contractual service obligations.

This position requires strong technical troubleshooting ability, excellent communication skills, attention to process compliance and the ability to work to SLA-driven deadlines. Technicians must be comfortable travelling to customer sites, managing service calls through field tools and representing both the service provider and Dell in a professional manner.

Key ResponsibilitiesDeliver Dell field service support in a professional, workmanlike and customer-focused manner.

Attend customer sites within agreed SLA timeframes and service windows, including extended hours where required to achieve a fix or support outage recovery.

Perform on-site troubleshooting, diagnostics, hardware repair and parts replacement across Dell client products.

Validate product warranty status, service tag details and diagnostic findings before completing repairs.

Use approved Dell diagnostic tools and processes, including ePSA, LED codes, BIST, logical troubleshooting and DFSM where applicable.

Confirm service call receipt, manage ETA updates and provide timely status updates through the required Dell systems, EDI links, Dell Partner Portal or agreed tools.

Update service calls within required timelines, including arrival updates within 15 minutes and closure within 30 minutes of service completion.

Generate electronic service reports through DFSM and request customer sign-off following each intervention.

Keep customers informed throughout the intervention, including next ste