Level 2 Technician (L2 Support) – IT Onboarding & Device Management

Requirements

• Strong experience in IT device provisioning and Autopilot setup.
• Familiarity with Microsoft Entra, Intune, and other Microsoft deployment tools.
• Experience working with Tier-1 couriers and managing shipment logistics.
• Knowledge of asset tagging and tracking systems.
• Solid understanding of E-Way Bills and GST compliance for Indian shipments.
• Ability to handle DOA units and warranty management processes efficiently.
• Strong problem-solving skills, especially for remote provisioning issues and home-network challenges.
• Strong communication skills to liaise with internal teams and clients.
• Detail-oriented with the ability to perform quality assurance checks on devices.
• Ability to work under pressure and meet strict timelines.
Preferred Qualifications:
• Previous experience in Microsoft Cloud environments or OEM partnership management.
• Familiarity with remote support and troubleshooting techniques for provisioning and deployment.
• Knowledge of security protocols in IT hardware management.

Responsibilities

1. Device Provisioning and Autopilot Setup:
o Manage the Autopilot process for device pre-registration prior to shipment.
o Support the provisioning process by collecting Hardware Hashes (Hardware IDs), coordinating uploads, and ensuring devices are ready for deployment in the Microsoft Entra tenant.
o Identify potential issues with remote provisioning, such as internet connectivity and firewall issues, and provide guidance to end-users to ensure successful device setup.
2. Technician Flow Execution:
o Boot, configure, and validate devices according to standard configuration profiles.
o Ensure successful enrollment in the Microsoft Entra tenant and confirm Intune registration.
o Perform quality checks on devices, including:
 Windows activation verification.
 BitLocker encryption (where applicable).
 Latest Windows updates and application installation.
o Reseal devices and ensure they are ready for final delivery to the end user.
3. Asset Tagging and Tracking:
o Perform in-house asset tagging based on specified formats, numbering schemes, and placement standards.
o Provide accurate asset tracking reports, including serial numbers, tracking IDs, and Autopilot registration status.
4. Dead on Arrival (DOA) Unit Management:
o Coordinate the DOA process for hardware failures, ensuring swift replacement or repair.
o Maintain close communication with OEM vendors to expedite DOA replacements.
o Recommend maintaining buffer stock for urgent hardware needs to minimize downtime.
5. Logistics and Shipment Coordination:
o Oversee the delivery of devices through trusted Tier-1 courier partners such as Blue Dart and Navsan, ensuring timely and secure delivery across India’s Tier 1, 2, and 3 cities.
o Generate weekly shipment reports detailing serial numbers, tracking IDs, and Autopilot registration status for reporting purposes.
o Ensure the generation of E-Way Bills for every shipment to avoid delays or compliance issues.
6. Offboarding and Device Retrieval:
o Manage offboarding processes, including sending return boxes to terminated employees, coordinating device retrieval, and inspecting devices upon return.
o Perform basic cleaning and securely store returned devices for future redeployment.
7. On-Site Support and Warranty Management:
o Ensure that devices are covered by Next Business Day On-Site Warranty across major regions in India and identify Carry-In Only zones where applicable.
o Work with the warranty team to escalate and resolve issues in warranty cases.
8. Security and Compliance:
o Ensure security protocols are followed during the pre-provisioning phase, including:
 CCTV-monitored zones, restricted access to configuration areas, and tamper-evident packaging.
 Maintain chain-of-custody logs for all devices.
o Comply with local GST requirements for inter-state shipments and invoicing.

9. Collaboration with IT and Compliance Teams:
o Work closely with the IT team to validate configurations and ensure devices are correctly set up for end-users.
o Provide L2 support for technical issues that arise during onboarding or device usage.