Enterprise Support Engineer – IT Hardware

Job Overview

We are looking for an experienced Enterprise Support Engineer – IT Hardware to provide technical support for enterprise servers, storage systems, networking equipment, and related IT infrastructure.

The role will be responsible for diagnosing and resolving hardware issues, performing installation and replacement activities, conducting preventive maintenance, analyzing system and diagnostic logs, and supporting firmware/BIOS upgrades. You will also work closely with customers, internal technical teams, logistics teams, and OEM/vendor support teams to ensure issues are resolved within agreed service levels.

This is a hands-on technical support role suited to someone with experience in enterprise hardware, server infrastructure, data centers, or field technical support.

Key Responsibilities

• Provide technical support for enterprise servers, storage systems, networking devices, backup/tape systems, and related IT hardware.

• Diagnose and troubleshoot hardware issues across enterprise platforms such as Dell, HPE, Lenovo, IBM, Cisco, and similar OEMs.

• Perform hardware installation, configuration, replacement, rack mounting, cabling, power setup, and break/fix activities at customer sites and data centers.

• Troubleshoot server, storage, RAID, and component-level hardware issues.

• Analyze hardware, event, SEL, diagnostic, and support-bundle logs to identify problems and determine root causes.

• Use server management tools such as Dell iDRAC, HPE iLO, Lenovo XClarity, and similar platforms for monitoring and troubleshooting.

• Perform BIOS and firmware upgrades on servers, storage systems, RAID controllers, and other infrastructure components.

• Diagnose and replace faulty Field Replaceable Units (FRUs), including HDD/SSD, RAM, NICs, PSUs, fans, RAID controllers, and other components.

• Conduct hardware diagnostics, preventive maintenance, health checks, and infrastructure inspections.

• Support hardware replacement and RMA activities and coordinate with OEM/vendor support teams when required.

• Escalate complex or unresolved technical issues to senior engineers or OEM support teams with complete troubleshooting information and relevant logs.

• Coordinate with logistics and warehouse teams regarding spare parts, availability, dispatch, and replacement.

• Maintain accurate service tickets, incident records, troubleshooting documentation, resolution details, and asset information.

• Provide onsite and remote technical support and attend customer sites for hardware servicing, installation, and maintenance.

• Work closely with global support, field service, delivery, engineering, logistics, and OEM teams to ensure timely issue resolution.

• Ensure all support activities comply with defined SLA, quality, customer service, and escalation standards.

• Participate in rotational shifts, on-call support, weekends, or holidays when required.

Qualifications & Experience

• Diploma or Bachelor's degree in Information Technology, Computer Science, Electronics, Engineering, or a related field.

• 4–5 years of experience in enterprise hardware support, server infrastructure, data-center operations, IT infrastructure, field services, or a similar environment.

• Hands-on experience supporting enterprise servers, storage systems, and networking hardware.

• Experience with one or more enterprise OEM platforms such as Dell, HPE, Lenovo, IBM, or Cisco.

• Strong experience in hardware troubleshooting, diagnostics, component replacement, break/fix, and preventive maintenance.

• Experience working with ticketing systems, incident management, technical documentation, and service workflows.

• Experience with RMA processes and OEM/vendor coordination is an advantage.

Technical Skills

• Enterprise servers and storage systems

• Dell, HPE, Lenovo, IBM, Cisco, or similar OEM hardware

• Dell iDRAC, HPE iLO, Lenovo XClarity

• RAID and storage configuration

• BIOS and firmware upgrades

• Hardware and diagnostic log analysis

• HDD/SSD, RAM, NIC, PSU, fans, RAID controllers, and other FRUs

• Server and hardware diagnostics

• Network switches, routers, cabling, and basic network troubleshooting

• Data-center rack mounting, power, cabling, and safety practices

• Incident/ticketing systems

• Root-cause analysis and escalation procedures

• RMA and OEM/vendor support processes

Soft Skills

• Strong analytical and problem-solving abilities

• Excellent verbal and written communication skills

• Strong customer-service orientation

• Ability to work independently and manage multiple technical issues

• Excellent attention to detail and technical documentation skills

• Strong coordination and stakeholder-management skills

• High ownership, accountability, and reliability

• Willingness to work shifts, on-call rotations, weekends, or holidays when required

• Willingness to travel for onsite customer and data-center support

• Eagerness to learn and develop technical expertise

Work Environment

This role involves a combination of remote technical support and onsite/customer-facing work, including data-center and infrastructure assignments. The successful candidate should be comfortable working in a hands-on environment and supporting hardware installations, troubleshooting, maintenance, and replacement activities.