How should a small IT team handle failed laptops for international employees?

Look into a device-as-a-service provider or a regional reseller. They can source, configure, deliver, repair, and recover equipment locally, which avoids most customs problems. It costs more than buying everything centrally, but it scales better once you have employees spread across several countries.

A virtual desktop is a useful fallback, especially for employees whose work is mostly browser-based. A basic locally purchased laptop, thin client, or even a temporary personal device can connect to a managed VDI environment while the physical machine is repaired or replaced. Keep important data and applications off the endpoint so a failed laptop is an inconvenience rather than a work stoppage.

For a very small international footprint, establish a simple country-by-country playbook: identify a local supplier or repair shop, confirm supported models and response times, and define who pays and how expenses are handled. If several employees are in the same country or region, keeping one or two spares with a trusted local contact may make sense. Central inventory can still work, but international shipping and customs need to be treated as a real cost and risk.

This is ultimately a management and business-continuity decision. Compare the cost of local purchases, regional support, or a service provider with the cost of having an employee unable to work for several days. Also, avoid making a personal device the informal long-term solution; if it is used temporarily, provide a secure remote environment and clear rules for company data.

The simplest option is usually to buy a suitable laptop locally and enroll it remotely. With tools such as Intune or Jamf, automated provisioning, and a proper onboarding process, the employee can be productive without waiting for international shipping. You may lose some standardization around models or keyboard layouts, but local warranty coverage and fast delivery are usually worth it.