Source description
About the role
Roles & Responsibilities
Perform installation, replacement, and reconfiguration of server hardware components for redeployment within customer data centers.
Assist in troubleshooting server-related issues within the assigned data center environment.
Serve as an escalation point for server issues requiring onsite support, including log collection, troubleshooting, and coordination with Dell Support through WebEx sessions.
Install, configure, maintain, and utilize Dell EMC management tools including OpenManage Enterprise, SupportAssist, and TechDirect.
Participate in monthly Service Delivery Review meetings led by the Dell Technical Service Manager (TSM).
Coordinate regular cadence meetings with Dell Sales and Pre-Sales teams to ensure customer expectations and Statement of Work (SOW) objectives are being met.
Provide proactive and reactive support for the customer’s server environment.
Work closely with the Service Account Manager and customer teams to ensure timely issue resolution.
Support root cause analysis activities and assist with remediation for known issues and bugs.
Troubleshoot hardware failures and advise customers on items outside the project scope. Software-related issues will be escalated through Dell Technical Support by the customer.
Engage the System Consultant or Service Account Manager when additional troubleshooting support is required.
Coordinate with third-party service providers, when necessary, for advanced troubleshooting support.
Perform supported component-level upgrades such as memory, hard drives, and add-on cards.
Planning & Execution
Review customer site architecture and technical requirements.
Conduct an initial goal-setting session (approximately 2 hours) to define priorities, daily tasks, and sprint backlog items.
Execute assigned activities against the sprint backlog and maintain updates within the sprint tracker.
Participate in daily review meetings to track progress, adjust priorities, and refine goals.
Project Closure
Deliver a final report summarizing services performed and completed activities.
Demonstrate completed work and outcomes to the customer.
Typical Activities & Deliverables
Sprint backlog planning and prioritization
Daily status/review meetings
Task execution and tracking
Final wrap-up, reporting, and demonstration of completed work
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