Data Center Hardware Support Engineer (Dell / Change Control / After-Hours Maintenance)

Description:

Key Responsibilities

• Provide technical support and coordination for Dell PowerEdge server hardware, including troubleshooting and break/fix execution.
• Own and manage Change Control (CC) lifecycle: creation, review, approval tracking, scheduling, and closure documentation.
• Create and maintain MOPs (step-by-step runbooks), including rollback plans, risk assessment, prerequisites, and validation steps.
• Identify required replacement components (FRUs), validate part numbers, and ensure correct parts are shipped to the appropriate data center location.
• Coordinate shipping logistics, RMA processes, tracking, and confirmation of receipt (including spares inventory alignment when applicable).
• Lead and direct on-site technicians/field engineers: assign tasks, verify readiness, and ensure work is completed correctly and safely.
• Execute and/or supervise work during maintenance windows (11 PM–4 AM) including:
• Component replacements (drives, PSUs, fans, risers, memory, CPUs as applicable)
• Controller/backplane swaps
• Full system replacements when required
• Post-maintenance validation and health checks
• Ensure accurate updates in ticketing systems and maintain clear communication with stakeholders (customer, NOC, vendors).
• Maintain operational excellence: improve runbooks, reduce repeat incidents, and drive standardization across sites.

Requirements:

Overview

We’re looking for a hands-on engineer to own end-to-end support for Dell server hardware in a production data center environment.

This role is responsible for hardware break/fix coordination, Change Control (CC) and Method of Procedure (MOP) management, parts logistics, and leading on-site technicians through scheduled maintenance windows—typically 11:00 PM to 4:00 AM.

Required Qualifications

• 3+ years supporting Dell enterprise server hardware in data center environments.
• Strong experience with break/fix processes, parts identification, and RMA/shipping coordination.
• Proven ability to write and manage CCs and MOPs for production changes.
• Familiarity with Dell support tooling and management interfaces (examples: iDRAC, lifecycle logs, hardware diagnostics).
• Experience leading or coordinating on-site technicians and maintenance execution.
• Comfortable working overnight maintenance windows (11 PM–4 AM) and handling urgent issues with calm, structured execution.
• Strong documentation skills and attention to detail (zero-miss mindset on parts, steps, and validation).

Preferred Qualifications

• Experience supporting large multi-site environments (standardized processes, repeatable MOP templates).
• Familiarity with enterprise ticketing tools (ServiceNow or similar).
• Understanding of basic networking and Layer 1/data center practices (rack/stack, labeling, cabling, console access).
• ITIL / Change Management exposure is a plus.