CSG L1 Technician - Job Specification and Recruitment Job Description

Job Description

We are seeking customer-focused CSG L1 Technicians to provide on-site technical support for Dell customer systems. The successful candidates will attend customer locations, validate faults, complete hardware repairs, replace parts, use Dell diagnostic and mobility tools, provide accurate service updates and ensure every customer interaction is handled professionally and in line with contractual service obligations.

This position requires strong technical troubleshooting ability, excellent communication skills, attention to process compliance and the ability to work to SLA-driven deadlines. Technicians must be comfortable travelling to customer sites, managing service calls through field tools and representing both the service provider and Dell in a professional manner.

Key Responsibilities

• Deliver Dell field service support in a professional, workmanlike and customer-focused manner.
• Attend customer sites within agreed SLA timeframes and service windows, including extended hours where required to achieve a fix or support outage recovery.
• Perform on-site troubleshooting, diagnostics, hardware repair and parts replacement across Dell client products.
• Validate product warranty status, service tag details and diagnostic findings before completing repairs.
• Use approved Dell diagnostic tools and processes, including ePSA, LED codes, BIST, logical troubleshooting and DFSM where applicable.
• Confirm service call receipt, manage ETA updates and provide timely status updates through the required Dell systems, EDI links, Dell Partner Portal or agreed tools.
• Update service calls within required timelines, including arrival updates within 15 minutes and closure within 30 minutes of service completion.
• Generate electronic service reports through DFSM and request customer sign-off following each intervention.
• Keep customers informed throughout the intervention, including next steps, repeat visits, parts requirements and survey expectations.
• Escalate unusual incidents immediately, including customer dissatisfaction, damage, missing equipment, unsafe environments, outages or any issue that may affect service delivery.
• Collect, manage, package, label and return defective or unused parts within the required process and timescales.
• Follow all Dell Manual of Procedures requirements, technical alerts, safety practices, ESD standards and field service protocols.
• Wear appropriate Dell identification or badge while on customer sites.
• Support continuous improvement by reporting process deviations, best practice opportunities and quality issues.

Technical Duties

• Diagnose and repair Dell desktops, laptops and associated client hardware.
• Troubleshoot hardware-based networking issues where relevant to the service call.
• Replace components in line with Dell training, diagnostic outcomes and approved procedures.
• Reinstall BIOS, drivers and operating systems where instructed and where customer media or approved recovery resources are available.
• Use DFSM for dispatch information, Last Mile functionality, electronic service reporting, repeat service call booking and access to diagnostic support.
• Order additional parts through the approved DFSM process only after completing documented Dell-approved troubleshooting.
• Ensure anti-static protection and ESD procedures are used when working on customer equipment.
• Ensure customer equipment and work environments remain safe and protected during service activity.

Required Skills and Experience

• Experience in Level 1 technical support, field service, desktop support, break/fix support or similar customer-facing IT support role.
• Strong understanding of PC, laptop and client hardware components.
• Ability to follow structured diagnostic processes and document troubleshooting steps accurately.
• Good working knowledge of operating systems, BIOS, drivers, hardware fault isolation and basic networking principles.
• Confident customer communication skills, including the ability to explain technical issues clearly and professionally.
• Ability to work independently on customer sites while following agreed process, safety and escalation procedures.
• Strong time management skills and the ability to manage appointments, travel, service calls and SLA expectations.
• High attention to detail when updating tickets, logging notes, handling parts and completing service reports.
• Proficient written and verbal English.

Tools and Equipment Requirements

• Smartphone or tablet compatible with Dell mobility applications.
• Reliable internet connectivity suitable for field service updates and application usage.
• Access to a suitable ESD kit and computer repair tools.
• Bootable USB key and all required tools for system disassembly and component replacement.
• Ability to use Dell mobility tooling, including DFSM and Last Mile functionality.