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.