Job Description
Jakarta, Indonesia | Posted on 01/26/2026
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.
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, 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.
Requirements
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).
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.
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.
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.
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