Field Service Technician – Dell DSP Services

About the role

The Field Service Technician delivers on-site technical support, diagnostics, repair, parts handling and customer communication for Dell DSP services. The role requires strong technical capability, disciplined process compliance, excellent customer-facing skills and the ability to work safely and professionally across customer sites.

Key responsibilities

• Deliver on-site technical services professionally, meeting agreed KPI, SLA, quality, customer satisfaction and operational performance targets.
• Attend customer sites within the required service timeframe, using agreed scheduling, travel and field service tools to manage appointments and give accurate estimated arrival times.
• Diagnose faults, validate service tags and warranty status, confirm the required repair and complete parts replacement using Dell-approved diagnostic tools and troubleshooting methods.
• Update arrival, progress, exception codes, visit notes, parts requests, service reports and closure information in Dell Field Service Mobile and other service systems, in English.
• Collect, manage, package, label, return and account for used and unused parts according to agreed PUDO, logistics and return processes.
• Maintain clear communication with customers about next steps, repair status, repeat visits, survey expectations and any delays or exceptions.
• Escalate unusual incidents, customer issues, unsafe conditions, equipment damage, outages, workforce issues or major service impacts immediately through the correct channels.
• Follow Dell process requirements, the Manual of Procedures, field procedures, security obligations, privacy requirements and technical alerts, and use ESD protection, safety practices and hazard controls.
• Support extended hours or outage response where reasonably required to restore service.

Required profile

• Proven experience in field service, desktop support, break-fix engineering, hardware repair or customer-facing IT support.
• Knowledge of laptop, desktop, workstation, server, storage or related enterprise hardware depending on the supported line of business.
• Ability to carry out diagnostics, logical troubleshooting, disassembly, replacement, reassembly, OS reinstallation and post-repair customer validation.
• Good verbal and written English, with accurate customer updates and clear service documentation.
• Experience with SLA, KPI, appointment scheduling, escalation, service ticketing and field dispatch processes.
• Strong customer service skills, including handling difficult or escalated situations.
• Comfortable using mobile field service apps, partner portals, diagnostic tools and online service reporting systems.

Required skills

• Recommended certifications: CompTIA Server+, CompTIA Network+, CompTIA Storage+, Microsoft MCSA/MCSE, VMware, Hyper-V or equivalent.
• Smartphone or tablet compatible with Dell mobile apps, with front and rear camera and internet connectivity.
• ESD kit, computer repair tools, bootable USB key, screwdrivers and hand tools.
• Dell-approved diagnostic tools, service portals and electronic service reporting systems.