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Job details:
We are seeking a dedicated and experienced Level 2 Technician (L2 Support) to join our in-office team in Hyderabad. This role focuses on IT device provisioning, onboarding/offboarding support, and lifecycle management. The ideal candidate will ensure smooth device operations and deliver a high level of user satisfaction by managing end-to-end device setup and support.
Key Responsibilities
1. Device Provisioning & Autopilot Setup
- Manage Autopilot pre-registration processes prior to shipment
- Collect and upload Hardware Hashes (Hardware IDs)
- Ensure devices are deployment-ready within the Microsoft Entra tenant
- Troubleshoot remote provisioning issues (e.g., connectivity, firewall)
- Guide end-users for successful device setup
2. Technician Flow Execution
- Boot, configure, and validate devices per standard configurations
- Ensure enrolment in Microsoft Entra and Intune registration
- Conduct quality checks:
- Windows activation
- BitLocker encryption (where applicable)
- OS updates and application installations
- Reseal devices for final delivery
3. Asset Tagging & Tracking
- Perform asset tagging as per defined standards
- Maintain accurate asset tracking reports including:
- Serial numbers
- Tracking IDs
- Autopilot registration status
4. Dead on Arrival (DOA) Management
- Handle DOA processes for faulty hardware
- Coordinate with OEM vendors for replacements/repairs
- Maintain buffer stock to reduce downtime
5. Logistics & Shipment Coordination
- Manage device delivery via Tier-1 courier partners
- Ensure timely and secure shipments across India (Tier 1, 2, and 3 cities)
- Generate weekly shipment reports
- Ensure E-Way Bill generation for compliance
6. Offboarding & Device Retrieval
- Manage return logistics for offboarded employees
- Coordinate device collection and inspection
- Clean and store devices for redeployment
7. On-Site Support & Warranty Management
- Ensure Next Business Day On-Site Warranty coverage
- Identify Carry-In zones where applicable
- Coordinate with warranty teams for issue resolution
8. Security & Compliance
- Follow strict security protocols:
- CCTV-monitored provisioning areas
- Restricted access controls
- Tamper-evident packaging
- Maintain chain-of-custody logs
- Ensure GST compliance for inter-state shipments
9. Collaboration & L2 Support
- Work closely with IT and compliance teams
- Validate configurations and readiness of devices
- Provide L2 support for onboarding and device-related issues
Required Skills & Qualifications
- Strong experience in IT device provisioning and Autopilot setup
- Knowledge of Microsoft Entra, Intune, and deployment tools
- Experience managing logistics and courier coordination
- Understanding of asset tagging and tracking systems
- Familiarity with GST and E-Way Bill processes
- Experience handling DOA and warranty processes
- Strong troubleshooting skills for remote provisioning issues
- Excellent communication and coordination skills
- Detail-oriented with strong quality control abilities
- Ability to work under pressure and meet deadlines
Preferred Qualifications
- Experience in Microsoft Cloud environments
- Exposure to OEM/vendor management
- Knowledge of remote troubleshooting techniques
- Understanding of IT hardware security protocols
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