Enterprise Support Engineer – IT Hardware

About the role

We are seeking an experienced Enterprise Support Engineer specializing in IT hardware to deliver technical support for servers, storage systems, networking devices and related infrastructure. The role involves diagnosing, repairing and maintaining enterprise‑grade equipment both on‑site and remotely, ensuring service levels are met.

Key responsibilities

• Provide technical support for enterprise servers, storage, backup/tape systems and networking hardware.
• Diagnose and troubleshoot hardware issues across Dell, HPE, Lenovo, IBM, Cisco and similar OEM platforms.
• Perform installation, configuration, rack mounting, cabling, power setup and break/fix activities at customer sites and data centres.
• Analyze hardware, event, SEL and diagnostic logs to identify root causes.
• Execute BIOS and firmware upgrades on servers, storage arrays and RAID controllers.
• Replace faulty Field Replaceable Units (HDD/SSD, RAM, NIC, PSU, fans, RAID controllers, etc.).
• Coordinate hardware replacement, RMA activities and logistics with OEM/vendor support teams.
• Maintain accurate service tickets, incident records and asset information.
• Provide both onsite and remote support, attending customer sites as required.
• Participate in rotational shifts, on‑call support, weekends or holidays to meet SLA commitments.

Required profile

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Electronics or Engineering.
• Proven experience with enterprise server, storage and networking hardware in data‑centre or field environments.
• Ability to work on‑call, weekends and holidays and to coordinate with global support, logistics and OEM teams.

Required skills

• Dell iDRAC, HPE iLO, Lenovo XClarity management tools.
• BIOS and firmware upgrade procedures.
• RAID controller configuration and troubleshooting.
• Hardware diagnostics, SEL/event log analysis and support‑bundle review.
• Installation, rack mounting, cabling and power setup of servers and networking equipment.
• Replacement of FRUs such as HDD/SSD, RAM, NIC, PSU, fans.
• RMA processes and coordination with OEM/vendor support.
• Ticketing and incident documentation.