About this role
Overview
We are seeking a highly skilled Field Service Engineer to provide onsite break-fix support for a leading global enterprise platform provider. The engineer will be responsible for replacing defective components, restoring system functionality, and meeting stringent 4-hour and Next Business Day service level commitments across customer environments.
Responsibilities
- Respond to onsite service dispatches within contracted SLA windows (4-Hour or Next Business Day).
- Ability to replace failed server, storage, and infrastructure hardware components.
- Coordinate with remote technical support engineers to execute approved repair procedures.
- Complete post-repair validation and restore systems to operational status.
- Ability to perform hardware diagnostics, fault isolation, component verification, and root cause identification of replacement activities.
- Maintain accurate service documentation, ticket updates, and customer communication.
- Ensure compliance with customer site access, security, safety, and ESD requirements.
- Manage and return defective components within established service timelines.
- Must successfully complete all required customer and company onboarding, safety, security, and technical certification programs prior to performing field activities. Engineers may be required to pass technical assessments and maintain active certifications as determined by service requirements.
- Must be capable of lifting equipment and replacement parts in accordance with local safety guidelines
Qualifications
Required Skills & Experience
- 3+ years of enterprise hardware support or field services experience.
- Ability to communication effectively in English Language required
- Strong knowledge of server and storage hardware troubleshooting.
- Experience replacing components such as SSDs, HDDs, DIMMs, power supplies, fans, controllers, and other server hardware.
- Familiarity with data centre procedures, rack-mounted equipment, and cabling identification.
- Ability to work independently in customer-facing environments.
- Strong communication, documentation, and problem-solving skills.
- Valid driver's license and ability to travel to customer locations.
Preferred Qualifications
- OEM hardware certifications from vendors such as Dell Technologies, Hewlett Packard Enterprise (HPE), Lenovo, Cisco, IBM, or similar enterprise infrastructure providers.
- Experience supporting mission-critical production environments with strict SLA requirements
- Prior field dispatch or break-fix support experience.
- Familiarity with ServiceNow or similar ticketing platforms.
Ideal Candidate Profile
This role is best suited for a Level 2 Field Hardware Engineer with strong hands-on hardware repair skills. The position focuses on enterprise hardware break-fix support and service restoration, rather than network engineering, architecture, or systems administration