HES Technician - Dell ISG Storage Field Services
About this role
Role 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 Connectrix
Data Domain, Data Lakehouse, Disk Library, Elastic Cloud Storage and ObjectScale
PowerFlex / VxRack, PowerProtect, PowerScale / Isilon and PowerStore
RecoverPoint, Secure Connect Gateway, Unity, Vblock, VMAX / PowerMax / Symmetrix
VNX / VNXe, VPLEX, VxRail and XtremIO
Responsibilities
- Customer and Service DeliveryRepresent 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 DutiesAcknow