F2Onsite · 9 hours ago
Service Engineer
Memphis, TN
Contract
Onsite
Senior Level
5+ years expF2Onsite is seeking On-Site Service Engineers to ensure the operational success of AI Server systems through expert maintenance and troubleshooting. The role involves providing technical support, collaborating with teams to develop recovery protocols, and maintaining customer satisfaction through effective service delivery.
Cyber SecurityDeliveryInformation TechnologyPoint of SaleProject Management
Responsibilities
Provide on-site technical support for AI Server systems, ensuring rapid recovery and minimal downtime
Design and implement standard procedures
Perform corrective maintenance on AI Servers, including part replacements and hardware firmware upgrades with precision and accountability
Expertly diagnose complex system malfunctions to isolate issues to Dell, other OEM vendors, or software, and execute appropriate action plans
Perform proactive and reactive maintenance and hardware Field Change Orders (FCOs) per established procedures
Enforce safety, quality, and documentation guidelines during interventions
Perform initial system health checks and environmental audits to ensure compliance with operational standards
Orchestrate with logistics teams for expedited delivery of critical parts during high-priority outages; often managing multi-million dollars of inventory
Collaborate strategically with Customer Delivery Executive (CDE) Technical Customer Success Managers (TCSM), AI Data Center Functional Leaders, Technical Engineers, and the Field Service Manager (FSM) to develop and implement recovery protocols
Conduct root cause analysis to identify issues and implement preventive measures to avoid future occurrences
Communicate effectively with customers and internal teams before, during, and after service activities to ensure transparency and satisfaction
Actively identify recurring issues and propose process enhancements or automation opportunities to improve service efficiency and reduce downtime across customer environments
Conduct and actively contribute to on-call rotations or extended hours support (when required)
Collaborate with engineering teams to validate firmware updates and compatibility before deployment
Author comprehensive technical documentation for recurring issues and share with global support teams
Provide training and support to team members on tool usage and standard procedures
Champion knowledge sharing and mentor Associate and Career-level Customer Engineers to foster team growth and expertise
Commit to ongoing professional development by attending required training classes to maintain a working knowledge of DELL or Dell Technologies equipment, software, and OEM systems
Design and implement quick-reference guides for common troubleshooting scenarios to reduce resolution time
Proactively manage assigned spare parts, tools, and test equipment
Ensure accurate and timely updates of service records, including timely and accurate submission of Customer Satisfaction Index (CSI) updates, expense reports, and timecards
Ensure prompt parts returns
Follow proper escalation procedures as required
Perform additional duties with precision and accountability by the supervisor
Accurately document and track information gathered, and steps performed, ensuring clear and organized records for reference and reporting
Conduct rigorous audits of inventory levels monthly to ensure adequate stock for critical components
Design and implement and present weekly operational summaries for leadership highlighting key service metrics and trends
Act as Dell's frontline representative communicating clearly, professionally, and confidently
Establish and strengthen customer trust through prompt on-site response and technical expertise
Ensure complete customer satisfaction through prompt on-site arrival, technical expertise, and professionalism
Drive engagement with customer onsite teams when necessary, providing guidance, training, or support on approved technical procedures, answering queries, and facilitating effective coordination for parts and equipment delivery or pickup
Provide accurate and timely documentation for service cases, actions taken, and resolutions
Conduct post-service follow-up calls to confirm resolution and gather feedback for continuous improvement
Serve as a Technical Advisor for Emerging Technologies
Provide clear recommendations on integrating new Dell solutions and AI-driven infrastructure optimizations, helping customers future-proof their data center operations
Qualification
Required
Hands-on expertise with Dell hardware (servers, storage, networking) and data center environments
Proficiency in interpreting system logs, diagnostic outputs, and performance data
Strong technical aptitude to build, repair, and prepare assemblies across Dell's product line
Excellent troubleshooting and problem-solving abilities
Clear verbal and written communication skills with a customer-focused, professional demeanor
Strong leadership and collaboration skills to motivate workgroups and work with cross-functional teams
Ability to work independently and adapt to dynamic environments
Ability to lift and move equipment up to 50 lbs
Valid driver's license and reliable vehicle
Must carry a communication device for on-call responsibilities
Education: Associate or Bachelor's degree in IT, Computer Engineering, or related field
Experience: At least 5 years in technical support, field engineering, or data center support roles; additional experience is a strong advantage
Required: Dell Proven Professional Certification (Storage Technology Foundations)
Flexibility to work overtime or alternative schedules when necessary, including on-call responsibilities
Willingness to travel to customer sites as required
Preferred
Additional Dell Proven Professional Certifications
CompTIA Network+ (N10-009)
CompTIA Server+ (SK0-005)
ITIL® 4 Foundation
Cisco CCNA (200-301)
VMware VCP-DCV (Data Center Virtualization)
Microsoft Azure Administrator (AZ-104)
SNIA Storage Certifications
Red Hat RHCSA (then RHCE for advanced Linux)
Kubernetes CKA (Certified Kubernetes Administrator)
Company
F2Onsite
F2OnSite specializes in providing cybersecurity, POS, data migration, computer installations, projects and delivery management services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Ken Bowser
Director - Business Development Project Services
Recent News
2025-12-24
2025-12-22
2025-12-19
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