Information Technology Services Specialist

Location: Onsite/Field (user pickup & delivery) + Warehouse

Employment Type: Freelance (long-term Part-Time contract)

Role Objective

Provide end-to-end IT hardware lifecycle services; imaging, secure logistics, diagnostics, repairs, storage, and certified data wiping for the client’s workforce laptops. Ensure every touchpoint is secure, documented, and SLA-driven.

Key Responsibilities

1) Imaging & Build (Windows 11) + Hash Generation (to be guided)

• Perform clean Windows 10 installations on designated laptops using the client’s golden image/build guide.
  

2) Secure Data Erasure (Returns/Leavers) — Blancco

• Wipe returned laptops with Blancco (license/software provided by client).
  
• Escalate non-erasable drives (faulty/encrypted/locked) for client approval of destruction or advanced handling.
  

3) User Laptop Pickup (Chain of Custody)

Schedule collections with end-users; verify identity and device details against the pickup ticket.

• Use tamper-evident packaging and unique seal IDs; capture photos and time-stamped handover confirmation/signature.
  
• Track transit via waybill/tracking number and maintain real-time status in the client’s system.
  

4) Laptop Delivery / Redeployment

• Deliver fully prepared or repaired laptops to users; perform basic handover verification (signature + photo).
  
• Guide users through first login/basic checks; record POD (proof of delivery) in ITSM.
  
• Proactively follow up to confirm successful adoption within the agreed SLA window.
  

5) Diagnosis & Repair

• Perform hardware and software diagnostics (memory, storage, battery, keyboard, display, motherboard, OS, drivers).
  
• Replace FRU components where required; source parts only after documented client approval.
  
• Manage warranty vs out-of-warranty paths (RMA creation, vendor liaison, advance replacement where applicable).
  
• Produce repair reports including symptoms, root cause, parts used, actions taken, and post-repair test results.
  

6) Warehouse Receiving & Storage

• Receive client-shipped devices/IT equipment; inspect for transit/physical damage.
  
• Record serials, asset tags, grade/condition, accessories, and photos; update stock location/bin and status.
  
• Maintain clean, ESD-safe storage with clear segregation (Ready, Quarantine, Repair-Pending, To-Wipe, To-Ship).
  
• Provide inbound receipt notifications and discrepancies report within SLA.
  

7) Documentation & Reporting

• Keep complete device-level records: build logs, hash logs, wipe certificates, PODs, diagnostics/repair reports.
  

8) Compliance, Security & HSE

• Enforce chain-of-custody at all times (ID checks, seal IDs, tracking numbers, signatures, photos).
  
• Adhere to data protection (GDPR/NDPR), information security (least privilege), and client confidentiality/NDA.
  
• Work in ESD-safe conditions; follow safe-lifting and general warehouse HSE procedures.
  

Required Qualifications & Experience

• 1-3+ years in desktop/support/field engineering, imaging, and hardware repair.
  
• Demonstrable experience with Windows 11 deployment, drivers, BIOS/UEFI, and device encryption basics.
  
• Hands-on with data erasure tools (preferably Blancco) and producing certificates of erasure.
  
• Valid driver’s license and ability to travel for pickups/deliveries as scheduled.
  

Core Skills

• Hardware diagnostics & FRU replacement (SSD, RAM, battery, keyboard, screen, fans, Wi-Fi).
  
• Imaging/build automation tools (MDT/PDQ/Intune/Autopilot—exposure beneficial).
  
• Strong documentation discipline; accurate, audit-ready records.
  
• Customer service & communication (clear, timely updates to users and stakeholders).
  
• Time management; ability to meet tight SLAs across pick-pack-ship and field tasks.
  
• Attention to detail for chain-of-custody and compliance artifacts.
  

Tools & Environment

• USB drives
  
• Courier portals/waybill systems for tracking.
  

SLAs & KPIs (guideline targets; align with client contract)

• Pickup/Delivery: Schedule within 24–48 business hours; on-time completion ≥ 95%.
  
• Imaging Throughput
  
• Wipe Compliance: 100% of returned devices with valid Blancco certificate attached to ticket.
  
• Documentation Quality: 100% tickets with POD/repair report as applicable; zero missing custody elements.
  
• Incident Rate: 0 data-loss / 0 custody breaches; Safety incidents = 0.
  

Deliverables

• Windows 11–installed devices with complete build & hash records.
  
• Certified-wiped laptops with Blancco certificates mapped to serials/tickets.
  
• Pickup & delivery outcomes with POD (signature + photo) and tracking details.
  
• Diagnosis & repair reports (symptoms, RCA, actions, parts, post-tests).
  
• Warehouse receipts & inventory updates (condition, location, discrepancies).
  

Working Conditions

• Standard business hours with flexibility for peaks, after-hours cutovers, and short-notice pickups/deliveries.
  
• Moderate physical activity (lifting up to ~20 kg), extended standing, careful ESD handling.
  
• Travel within city
  

Pre-Employment & Governance

• Background/reference checks per client policy.
  
• NDA/Confidentiality acceptance; adherence to client security policies, HSE, and code of conduct.
  
• Acceptance of change-control: processes and documentation may evolve; engineer must follow the latest SOPs/work-instructions provided by the client.