Field Service Technician (Break/Fix - OEM Support)
Job Summary
We are seeking a reliable and skilled Field Service Technician to support a major OEM by handling break/fix service tickets for servers, laptops, and desktop systems. This role involves on-site troubleshooting, hardware repair, and customer support across assigned territories. The ideal candidate is hands-on, customer-focused, and comfortable working independently in the field.
Key Responsibilities
Required Qualifications
Preferred Qualifications
Key Skills
Work Environment
Job Summary
We are seeking a reliable and skilled Field Service Technician to support a major OEM by handling break/fix service tickets for servers, laptops, and desktop systems. This role involves on-site troubleshooting, hardware repair, and customer support across assigned territories. The ideal candidate is hands-on, customer-focused, and comfortable working independently in the field.
Key Responsibilities
- Respond to and resolve break/fix service tickets within SLA requirements
- Perform diagnostics, troubleshooting, and hardware repairs on:
- Servers (rack/standalone)
- Laptops and desktops
- Replace defective components (e.g., HDD/SSD, RAM, motherboards, power supplies, etc.)
- Perform IMAC (Install, Move, Add, Change) services as needed
- Maintain accurate documentation of work performed, parts used, and time tracking
- Communicate effectively with dispatch, support teams, and customers
- Ensure compliance with OEM standards, processes, and quality requirements
- Manage parts inventory and return defective parts per OEM guidelines
- Travel to customer sites within assigned territory
Required Qualifications
- 2+ years of experience in field service or hardware break/fix support
- Strong knowledge of:
- PC hardware (laptops/desktops)
- Server hardware (Dell, Client, Lenovo, or similar OEMs preferred)
- Ability to troubleshoot and repair hardware issues independently
- Familiarity with ticketing systems and mobile dispatch tools
- Valid driver's license and reliable transportation
- Ability to lift up to 50 lbs and work in data center/office environments
Preferred Qualifications
- OEM certifications (Dell, Client, Lenovo, etc.)
- CompTIA A+, Server+, or equivalent certifications
- Experience working with SLAs and field service metrics
- Basic networking knowledge (IP configuration, connectivity troubleshooting)
Key Skills
- Strong problem-solving and diagnostic skills
- Excellent customer service and communication
- Time management and ability to prioritize tasks
- Ability to work independently with minimal supervision
Work Environment
- Field-based role with daily travel to customer sites
- May include work in offices, data centers, and warehouse environments
- Flexible schedule based on ticket volume and SLA requirements