IT Desktop Support (Dispatch) PR

Role Overview The Field Engineer (FE) will be responsible for supporting end-to-end IT asset operations, including warehouse coordination, device preparation, deliveries, collections, and reporting. The role requires timely communication, proper documentation, and strict adherence to service level agreements (SLAs). * Key Responsibilities*

1. Warehouse & Asset Handling * Receive incoming IT equipment at the warehouse when required * Confirm total number of items received immediately upon delivery * Take clear pictures of: * Delivery documents * Each asset (with visible serial number/service tag) * Ensure all assets are stored properly in the designated warehouse area * Maintain accurate tracking and documentation of all items ?
2. Device Verification & Imaging * Power on devices to check for GE image/logo * Share verification report via WhatsApp and email If GE image is present: * Mark device as ready for deployment * Return to proper storage If GE image is NOT present: * Generate hash file as per instructions * Share generated hash file promptly
3. Delivery Operations * Receive delivery requests via email * Contact end users to confirm availability and schedule delivery * Pick up device(s) from warehouse * Deliver device(s) to user location with delivery form * Obtain proof of delivery (POD) * Share POD immediately after delivery
4. Collection Operations * Contact users to schedule pickup of old devices * Collect devices and confirm completion * Share update immediately after collection * Follow instructions for: * Secure wipe * Diagnostics * Share wipe and diagnostic reports Service Level Agreements (SLA) * Acknowledge new requests: Within 2 hours * Schedule delivery/collection: Within 24 hours * Delivery completion: Within 24–48 hours after scheduling * Collection completion: Within 24–48 hours after scheduling * Share POD / reports: Same day (within 2–4 hours) * Hash file generation: Within 24 hours of request * Wipe & diagnostic report: Within 24–48 hours after collection Communication & Reporting * Provide timely updates via WhatsApp and email * Report any delays or issues immediately * Maintain clear and professional communication with users and team Requirements * Basic IT knowledge (laptops, OS, troubleshooting) * Ability to follow instructions and meet deadlines * Strong communication and coordination skills * Attention to detail for documentation and reporting Performance Expectations * Timely execution of deliveries and collections * Accurate documentation and reporting * Compliance with SLA timelines * Professional conduct with end users and team Requirements Requirements * Basic IT knowledge (laptops, OS, troubleshooting) * Ability to follow instructions and meet deadlines * Strong communication and coordination skills * Attention to detail for documentation and reporting