Information Technology Services Specialist

Location: Onsite/Field (user pickup & delivery) + WarehouseEmployment Type: Freelance (long-term Part-Time contract)Role ObjectiveProvide 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 Responsibilities1) 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) — BlanccoWipe 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 / RedeploymentDeliver 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 & RepairPerform 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 & StorageReceive 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 & ReportingKeep complete device-level records: build logs, hash logs, wipe certificates, PODs, diagnostics/repair reports.8) Compliance, Security & HSEEnforce 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 & Experience1-3+ 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 SkillsHardware 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 & EnvironmentUSB drivesCourier 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 ThroughputWipe 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.DeliverablesWindows 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 ConditionsStandard 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 cityPre-Employment & GovernanceBackground/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.