HES Technician – Dell ISG Storage Field Services

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 Key Responsibilities Customer and Service Delivery Represent 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 Duties Acknowledge receipt of each service Work Order through the required SDPP or B2B system. Review Work Order instructions, customer access requirements, service notes and technical action plans before dispatch. Ensure calls are allocated only to appropriately trained and certified engineers. Collect required parts from agreed PUDO or logistics locations and bring them to site for the event. Use Dell SolVe procedures for every applicable event and follow approved FQM documents where relevant. Perform repairs, replacements and corrective maintenance activities in line with Dell instructions and approved procedures. Update onsite status within 15 minutes of arrival and close status within 30 minutes of call completion. Record accurate visit notes, part debriefs and service updates in English. Package, label and return used or unused parts correctly using provided return labels and logistics processes. Technical Standards and Escalation Follow all Dell…