Field Engineer

Role Overview

Site and User Support

• Provide first- and second-line support for devices, printers, peripherals, computer labs, classroom technology, and related infrastructure.
• Manage incidents and service requests within SLAs, including P1/P2 incidents and escalation with complete diagnostics.
• Provide floor-walking and user support for Microsoft 365 and Teams.
• Support computer labs, examination sessions, AV systems, and classroom technology readiness.

Infrastructure Support

• Administer local Windows Server infrastructure, including patching, health checks, service management, event-log reviews, backup verification, and capacity monitoring.
• Perform server-room checks covering environmental conditions, UPS status, backup jobs, physical equipment, cabling, and capacity.
• Perform delegated Active Directory administration and joiner, mover, and leaver activities.
• Provide first-line network support covering switches, access points, cabling, Wi-Fi, LAN, and basic firewall concepts.

Devices and Operations

• Manage device provisioning, imaging, configuration, software deployment, refreshes, bulk deployments, decommissioning, and examination or lab configurations.
• Maintain asset registers, CMDB records, spares, consumables, network documentation, runbooks, and infrastructure records.
• Coordinate vendors, OEMs, logistics activities, engineer access, supervision, and completion sign-off.
• Manage service queues, prioritise work by SLA and impact, and identify recurring issues for service improvement.

Reporting and Coverage

• Prepare site-level reports covering ticket volumes, SLA performance, operational risks, capacity constraints, and service metrics.
• Support major incidents, critical examination periods, shift rotations, extended hours, and cross-coverage with other field engineers.

Technical Skills

• Hands-on Windows 10/11 deployment, imaging, troubleshooting, and estate management experience is required.
• Windows Server administration and Active Directory and Group Policy experience are required.
• Microsoft 365 support experience is required.
• Networking knowledge covering TCP/IP, DNS, DHCP, VLANs, Wi-Fi, cabling, and basic firewall concepts is required.
• Experience with SCCM, Microsoft Intune, or equivalent endpoint management tools is required.
• Backup and restore, hardware troubleshooting, AV, classroom technology, and ITSM experience are required.

Education and Certifications

• A diploma or bachelor’s degree in IT, computer science, or a related discipline is required.
• Microsoft certifications such as MCSA, MCSE, MD-102, or equivalent are preferred.
• CCNA or equivalent, ITIL Foundation, and CompTIA A+ or Microsoft Fundamentals certifications are preferred.

Other Requirements

• English and Arabic bilingual communication skills are required.
• A valid UAE driving licence is mandatory, while an own vehicle is preferred due to the roving nature of the role.
• A valid or clean police clearance is mandatory for school deployment, subject to client requirements.
• The role requires child safeguarding awareness, professional conduct, self-management, route planning, and the ability to work across multiple locations.

Work Pattern

• The role is field-based and involves on-site support across multiple locations.
• The role may require school-term shifts, extended hours, examination-period support, and cross-coverage.

Employment

• The position is full time.