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.