Source description
About the role
Key Responsibilities
Install, replace, and reconfigure server hardware components for redeployment within customer data centers.
Troubleshoot server-related issues within the assigned data center environment.
Serve as an escalation point for server incidents, including collecting logs, performing diagnostics, and coordinating troubleshooting sessions with Dell Support via WebEx.
Install, maintain, and administer Dell EMC management tools such as OpenManage Enterprise, SupportAssist, and TechDirect.
Participate in monthly Service Delivery Review meetings facilitated by the Dell Technical Service Manager (TSM).
Coordinate regular meetings with Dell Sales and Pre-Sales teams to ensure alignment with customer expectations and Statement of Work (SOW) objectives.
Provide proactive and reactive support for the customer’s infrastructure environment.
Collaborate closely with the Service Account Manager and customer teams to ensure timely issue resolution.
Assist with root cause analysis and remediation efforts for identified defects or known issues.
Troubleshoot hardware failures and provide guidance on issues that fall outside the project scope. Software-related concerns will be escalated through Dell Technical Support by the customer.
Engage System Consultants, Service Account Managers, or third-party providers when additional troubleshooting expertise is required.
Perform supported component-level upgrades, including memory, storage, and expansion card installations.
Planning & Execution
Review customer technical requirements and existing site architecture.
Conduct an initial planning session to establish priorities, define goals, and create a task backlog.
Execute activities against the sprint backlog and maintain progress updates within the sprint tracker.
Participate in daily review meetings to assess progress, refine priorities, and adjust objectives as needed.
Project Closure
Deliver a final report summarizing services performed and completed activities.
Demonstrate completed work and project outcomes to the customer.
Typical Activities
Backlog planning and prioritization
Daily status and review meetings
Task execution and sprint tracking
Final wrap-up, reporting, and demonstration of completed work
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