Laptop Support Engineer - SC cleared

Key Outcomes

Supplier resources will support delivery of the following outcomes, aligned to ELH governance, readiness criteria, and defined deployment objectives:

ELH laptops built using Client approved images:
ICA Staff Golden Image
OT Staff Standard Image
Devices validated prior to end-user handover using ELH-provided checklists and functional validation standards
Deployment approach validated through a controlled Trial phase, confirming execution readiness and adherence to agreed processes
Rollout executed in a flexible, wave-based model, with sequencing and throughput aligned to ELH-approved user readiness, site readiness, and BAU dependencies
Complete device traceability maintained from receipt through to end-user handover, including full chain-of-custody and audit-ready records
End-user handover completed with documented validation and signed user acknowledgement confirming successful delivery
Existing user devices collected and returned in accordance with agreed processes, with chain-of-custody and logistics records maintained throughout the replacement process.
Embedded hypercare support provided during Trial and Rollout phases to support user adoption and operational stability
Deployment-related issues logged, tracked, triaged, and resolved within Supplier scope, or escalated to the appropriate Client teams for resolution
Creation and maintenance of knowledge base (KB) articles for common deployment-related L0/L1 issues to support BAU operations
Comprehensive deployment documentation produced, including build evidence, validation records, handover documentation, issue logs, and operational reporting
Final deployment reporting delivered, including performance insights, issue trends, hypercare feedback, asset reconciliation, and lessons learned
Structured BAU transition supported through provision of documentation, known issue logs, KB articles, and formal handover artefacts In-Scope Activities

Supplier will provide deployment resources to perform the following activities, aligned to ELH governance, readiness criteria, and a flexible, wave-based delivery model.

Mobilisation and Readiness

Attend project kick-off and confirm roles, responsibilities, governance structure, reporting cadence, and escalation routes
Complete knowledge transfer on Client approved SCCM build process and deployment procedures
Confirm access to required tools, sites, systems, and repositories, subject to Client provisioning
Review ELH-provided deployment artefacts, including validation checklists, handover templates, reporting formats, and readiness criteria
Align on RACI, deployment processes, wave governance, and hypercare operating model Trial Deployment

Execute a controlled Trial deployment using Client approved images and Task Sequences
Validate build execution, functional checks, end-user handover process, issue logging, and hypercare approach
Capture user feedback, deployment observations, and operational insights
Provide deployment evidence to support ELH-governed Trial sign-off
Log, triage, and route any build, image, application, network, or security-related issues to the appropriate Client teams for resolution Wave-Based Rollout

Execute deployment activities across agreed UK distribution sites using a flexible, wave-based approach
Initiate deployment activities only upon ELH confirmation of user and site readiness for each wave
Perform device build execution using approved SCCM images and Task Sequences
Conduct post-build validation and functional checks prior to release
Coordinate packaging, labelling, and logistics for device distribution
Perform structured end-user handover using ELH-approved checklists
Update asset records in line with Client -provided processes, access, and data standards
Maintain end-to-end deployment, handover, and chain-of-custody records
Provide regular reporting on deployment progress, volumes, issues, risks, dependencies, and forward plan
Deliver deployment activities in alignment with ELH-approved rollout plans, with throughput and sequencing adjusted based on readiness, resource availability, and operational conditions
Coordinate the collection of existing user devices at the point of replacement and arrange secure return to the designated location. Supplier responsibility is limited to physical collection, chain-of-custody tracking, and logistics coordination.
Coordinate with Client EUC teams, where required, to align deployment and device replacement activities. Responsibility for provisioning, configuration, and replacement of IT laptops remains with Client EUC teams and is outside the scope of this engagement Hypercare Support

Provide first-line (L0/L1) hypercare support for deployed users during the agreed support window
Act as the initial point of contact for deployment-related queries and issues
Perform L2 triage and route issues to relevant BAU teams for resolution
Track issues through to resolution or formal handover, ensuring visibility and traceability
Maintain escalation tracker and support logs
Create and maintain knowledge base articles for common deployment-related L0/L1 issues BAU Handover and Closure

Confirm all deployed devices are built, validated, handed over, and recorded in the asset management system
Reconcile deployment records with asset records to ensure completeness and accuracy
Provide consolidated issue logs, including resolved items and formally handed-over issues
Transfer knowledge base articles and deployment documentation to BAU teams
Deliver final completion report, including deployment performance, issue trends, and lessons learned
Support formal sign-off and transition to BAU support model under ELH governance

Pracyva is one of THE FASTEST GROWING specialized RecruitmentConsulting firm in UK and Europe… Pracyva Limited has local presence across UK , Europe ( Ireland, Netherlands , Poland ,Germany ), USA, Middle East  and India , serving Top IT clients for large volumes ..We are currently hiring for our Reputed client
Only candidates based in UK and eligible to work in UK are allowed