Field Service Support

1. Hardware Validation & Initial Device Deployment Readiness · Perform incoming hardware inspection and validation of laptops, desktops, workstations, tablets, and mobile devices before deployment. · Verify received hardware against approved bill of materials, AirTrunk / program standards, device class, configuration, and accessories. · Conduct hardware health and functionality checks for display, keyboard, touchpad, battery, camera, audio, ports, Wi-Fi, Bluetooth, docking stations, power adapters, and peripherals. · Validate BIOS / firmwarereadiness, device serial number, warranty details, asset tagging, and inventoryregistration before provisioning. · Identify defective, damaged, ornon-compliant devices and coordinate vendor / OEM replacement or remediation before user assignment. · Complete deployment readiness certification and quality checks before initiating imaging, enrollment, or user handover. 2. Device Provisioning & Deployment · Support Zero Touch Provisioning(ZTP) activities for devices supplied by the DaaS team, ensuring devices are ready for user assignment and deployment. · Validate that DaaS-supplied devices are correctly prepared for Microsoft Autopilot, Microsoft Intune /Endpoint Manager, and JAMF enrollment as applicable. · Coordinate with the DaaS teamfor device handover, staging status, enrollment readiness, and any provisioningblockers. · Perform ZTP validation checksincluding device enrollment status, assigned user / profile readiness,compliance policy application, baseline configuration, and applicationdeployment status. · Support user assignment, devicehandover, and post-ZTP validation to confirm the endpoint is operational andcompliant before production use. · Track provisioning exceptions,failed enrollments, device readiness issues, and remediation actions throughthe agreed ITSM / governance process. · Support deployment waves,refresh programs, new user onboarding, and regional rollout activities usingthe approved ZTP-led deployment approach. Note:Field Services support is focused on ZTP execution and validation for devicessupplied by the DaaS team; device build ownership, image readiness, and supplyhandover dependencies remain coordinated through the DaaS team. 3. End User Support & Field Services · Provide desk-side and remotesupport for AirTrunk end users across supported locations. · Troubleshoot hardware,operating system, application, network connectivity, and peripheral issues. · Perform break-fix coordination,warranty support, device swaps, and replacement handling. · Support IMACD services:install, move, add, change, and dispose activities. · Assist with VIP / executivesupport requirements where assigned. 4. Device Lifecycle Management · Support the complete devicelifecycle from procurement and staging through deployment, refresh, return,retirement, and secure disposal. · Maintain accurate assetinventory, serial number records, ownership data, and lifecycle status updates. · Coordinate device refresh,replacement, redeployment, and recovery activities. · Support CMDB updates and dataquality improvements for endpoint assets. · Track warranty information andlifecycle milestones to support proactive service planning. 5. Security, Compliance & Governance · Ensure devices are compliantwith approved security baselines and endpoint management standards beforeproduction handover. · Support endpoint patching,policy remediation, compliance reporting, and exception coordination. · Follow change, incident,request, and escalation management processes as defined for the engagement. · Support audit requests,governance reviews, and operational evidence collection where required. · Maintain adherence to AirTrunkand LTIMindtree operational controls. 6. Service Operations & Reporting · Create, update, and resolveincidents and service requests within agreed service levels. · Document troubleshooting steps,deployment outcomes, known errors, and resolution notes. · Maintain runbooks, knowledgearticles, deployment checklists, and handover documentation. · Participate in operationalreviews, daily / weekly governance calls, and service improvement discussions. · Collaborate with EUCoperations, compliance, engineering, service desk, project, vendor, and clientstakeholder teams.