CSG L1 Technician - Dell Field Service

About the role

Itproposal is looking for customer-focused CSG L1 Technicians to provide on-site technical support for Dell customer systems in Kristiansand, Norway. Candidates travel to customer locations, validate faults, carry out hardware repairs and part replacements, and handle every interaction professionally and in line with contractual service obligations. The role demands strong troubleshooting skills, good communication, attention to process compliance and the ability to meet SLA-driven deadlines.

Key responsibilities

• Attend customer sites within agreed SLA timeframes and service windows, including extended hours when needed.
• Perform on-site troubleshooting, diagnostics, hardware repair and parts replacement across Dell client products.
• Validate warranty status, service tags and diagnostic findings before repairs.
• Use approved Dell tools such as ePSA, LED codes, BIST, logical troubleshooting and DFSM.
• Manage service calls, confirm receipt, update ETAs and give timely status updates via the Dell Partner Portal or agreed tools.
• Update service calls within timelines (arrival within 15 minutes, closure within 30 minutes) and generate electronic service reports with customer sign-off.
• Keep customers informed about next steps, repeat visits, parts and surveys, and escalate unusual incidents immediately.
• Package, label and return defective or unused parts, and report process deviations and quality issues.
• Follow Dell Manual of Procedures, technical alerts, safety practices, ESD standards and wear Dell identification on site.

Required profile

• Experience in Level 1 technical support, field service, desktop support, break/fix support or a similar customer-facing IT role.
• Good working knowledge of operating systems, BIOS, drivers, hardware fault isolation and basic networking.
• Confident customer communication and ability to work independently on site.
• Strong time management and attention to detail; proficient written and verbal English.
• Own smartphone or tablet, reliable internet, ESD kit, computer repair tools, bootable USB and access to Dell mobility tools (DFSM, Last Mile).