Service Engineer

Role Overview

We are seeking an experienced Service Engineer to provide on-site technical support for enterprise server hardware. You will be responsible for diagnosing and repairing issues, performing installations and maintenance, and collaborating with customers and internal teams to resolve service events efficiently.

Key Responsibilities:

• Provide expert on-site technical support for Dell PowerEdge and other enterprise server hardware in various environments including data centers and customer facilities.
  
• Rapidly diagnose and resolve complex server hardware failures, system issues, and performance bottlenecks to minimize customer downtime.
• Perform hands-on physical work involving the installation, removal, replacement, and repair of critical components such as memory (DIMMs), CPUs/processors, power supplies, fans, cooling systems, hard drives/SSDs, RAID/HBA controllers, NICs, GPUs, and motherboards.
  
• Execute rack-and-stack procedures, server installations, structured cabling, component swaps, and hardware configuration tasks.
• Troubleshoot issues across the entire stack including physical hardware, BIOS/firmware settings, operating systems (Windows/Linux), and run comprehensive hardware diagnostics.
• Maintain system integrity by performing firmware updates, BIOS upgrades, and utilizing advanced server management tools like Dell iDRAC or comparable platforms.
  
• Follow established break/fix procedures for reactive issues as well as preventive maintenance schedules to ensure optimal uptime.
• Serve as a key point of contact during service events, communicating status with customers, troubleshooting actively, driving resolution, and ensuring satisfaction.
• Maintain accurate documentation of all service activities, hardware replacements performed, troubleshooting steps taken, and detailed resolutions achieved.
  
• Escalate complex or critical technical issues to senior engineers when appropriate following escalation procedures.
• Participate in on-call rotations to provide extended coverage as required by business needs.