Field Service Engineer

Overview

As a Field Service Engineer, you will perform on-site break-fix activities to restore enterprise hardware functionality across customer environments. You will work within defined SLA windows to replace failed components and coordinate with remote support to validate repairs. The role emphasizes hands-on hardware repair, meticulous documentation, and strict safety/compliance, delivering fast, reliable service. You contribute to service restoration at scale, supporting mission-critical production environments.

Responsibilities

• Respond to onsite service dispatches within 4-hour or Next Business Day SLA windows
• Replace failed server, storage, and infrastructure hardware components
• Coordinate with remote technical support to execute approved repair procedures
• Perform post-repair validation and restore systems to operational status
• Conduct hardware diagnostics, fault isolation, and root cause identification of replacements
• Maintain accurate service documentation, ticket updates, and customer communication
• Ensure compliance with site access, security, safety, and ESD requirements
• Manage and return defective components within service timelines
• Complete onboarding, safety, security, and technical certifications prior to field activities
• Capable of lifting equipment and replacement parts per local safety guidelines

Key requirements

• 3+ years of enterprise hardware support or field services experience
• Strong English communication skills
• Strong knowledge of server and storage hardware troubleshooting
• Experience replacing 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

• effective communication
• problem-solving
• documentation
• server hardware troubleshooting
• storage hardware troubleshooting
• component replacement (SSDs, HDDs, DIMMs, power supplies, fans, controllers)

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