HES Technician - Dell ISG Storage Field Services

About the role

The HES Technician provides onsite corrective maintenance and technical field support for Dell Infrastructure Solutions Group (ISG) Enterprise Storage products across diverse customer environments. The technician acts as the primary onsite technical representative, carrying out hardware repairs, managing logistics, updating tickets in real time and keeping clear contact with site representatives. The role is based in Stockholm.

Key responsibilities

• Represent the service organization and Dell professionally with customers, support teams, logistics partners and site contacts.
• Contact site leads within SLA windows to confirm availability, access permissions and arrival expectations, and keep customers informed on timelines, parts and progress.
• Acknowledge dispatches via SDPP or B2B platforms, collect replacement parts from PUDO or logistics hubs and follow Dell SolVe procedures and Field Quality Management documentation.
• Update arrival status within 15 minutes of site entry and close tickets within 30 minutes of completion; package and return defective or unused parts by approved return labels.
• Perform hardware replacements and repairs according to technical action plans, use internal SMEs before contacting Dell Remote Support, and escalate unresolved issues or SLA risks immediately.
• Report site incidents such as safety hazards, equipment damage, disputes or security issues.

Required profile

• Background in field engineering, enterprise hardware break/fix, data center maintenance or storage infrastructure support.
• Practical knowledge of hardware diagnostics, ESD safety, parts tracking and escalation procedures.
• Professional verbal and written English, able to explain technical concepts to clients.
• Ability to work independently under SLA constraints and to recognize when to escalate complex issues.
• Valid right to work in the region and ability to pass an annual criminal background check.

Required skills

• Dell certifications: DSP Foundations, Storage Corrective Maintenance and product-specific learning paths for assigned ISG products.
• Proficiency with ticketing systems, mobile field dispatch apps and technical documentation portals.
• Compliance with client security policies, Dell-approved ID badges and IT safety rules.