Field Engineer

Key Responsibilities

• Provide
  end-to-end on-site IT support for assigned sites, acting as the primary
  technical point of contact for site users and leadership.
  
• Provide
  first- and second-line technical support for end-user devices,
  classroom/AV technology, printers, peripherals, computer labs, and related
  IT infrastructure.
  
• Manage
  and resolve incidents and service requests within defined SLAs and
  business/academic priorities, including reactive support for P1/P2
  incidents and escalation to L2/L3 teams with complete diagnostics.
  
• Perform
  on-site remote-hands activities for servers, network equipment, and other
  infrastructure under the direction of central L2/L3 teams.
  
• Support
  day-to-day administration of local Windows Server infrastructure,
  including health checks, patching, service restarts, print/file services,
  event log reviews, AD replication checks, backup verification, capacity
  monitoring, and basic troubleshooting.
  
• Conduct
  routine server-room checks covering environmental conditions, UPS status,
  backup jobs, physical equipment health, cabling, and infrastructure
  capacity.
  
• Perform
  delegated Active Directory administration, including account unlocks,
  password resets, group membership updates, computer object management, and
  joiner/mover/leaver activities.
  
• Provide
  first-line network support, including switch-port identification and
  checks, basic port configuration, structured cabling, patch-panel
  activities, access-point replacement, and Wi-Fi/LAN troubleshooting.
  
• Manage
  the device lifecycle, including provisioning, imaging, configuration,
  software deployment validation, refresh programmes, bulk deployments,
  decommissioning, and examination/lab configurations.
  
• Support
  computer labs and ensure readiness for daily operations and examination
  sessions, including pre-examination checks and standby support.
  
• Ensure
  the operational availability and readiness of AV and classroom technology
  across teaching spaces.
  
• Provide
  floor-walking and user support for Microsoft 365 and Teams to teaching and
  administrative staff.
  
• Maintain
  accurate asset registers, CMDB records, spares, consumables, network
  documentation, infrastructure records, site runbooks, and other relevant
  IT documentation.
  
• Manage
  local IT spares inventory and reconcile stock with the regional Stores
  function as required.
  
• Coordinate
  on-site vendor, OEM, and logistics activities, including engineer access,
  supervision, coordination, and completion/sign-off.
  
• Manage
  incident and service-request queues across assigned sites, prioritising
  activities based on SLA requirements and business/academic impact.
  
• Identify
  recurring issues and provide structured handover to Service Desk and
  Problem Management teams to support continual service improvement.
  
• Support
  major incident coordination and critical examination periods as required.
  
• Work
  effectively within shift/extended-hours rotations and provide
  cross-coverage with other field engineers to ensure uninterrupted site
  support.
  
• Support
  across infrastructure, server/network, server-room, end-user, AV, and
  classroom technology domains, with the ability to provide cross-functional
  support.
  
• Prepare
  site-level service reports covering ticket volumes, SLA performance,
  operational risks, capacity constraints, and other relevant service
  metrics.
  
• Escalate
  recurring issues, service risks, capacity constraints, and site
  requirements to the Zone Lead or appropriate central support teams.
  

Requirements

Required Technical Skills

• Windows
  10/11: Hands-on experience in deployment, imaging, troubleshooting,
  and Windows estate management.
  
• Windows
  Server 2016/2019/2022: Working knowledge of day-to-day administration,
  health monitoring, patching, role/service management, troubleshooting,
  backup and restore.
  
• Active
  Directory & Group Policy: Experience with user and computer
  administration, password resets, account unlocks, group membership,
  delegated OU permissions, and basic GPO troubleshooting.
  
• Microsoft
  365: Hands-on support experience with Outlook, Teams, OneDrive,
  SharePoint, and Exchange Online.
  
• Networking: Good understanding of TCP/IP, DNS, DHCP, VLANs, switch/access-point
  configuration, Wi-Fi troubleshooting, structured cabling, and basic
  firewall concepts.
  
• Deployment
  & Imaging Tools: Experience with SCCM, Microsoft Intune,
  imaging/task sequences, software deployment, or equivalent endpoint
  management tools.
  
• Backup
  & Restore: Experience with backup-job monitoring, restore
  operations, media handling, and enterprise backup environments.
  
• Hardware
  Troubleshooting: Hands-on break-fix experience with desktops, laptops,
  thin clients, servers, printers, and scanners. Experience with Dell, HP,
  or Lenovo environments is preferred.
  
• AV
  & Classroom Technology: Experience supporting interactive panels,
  projectors, visualisers/document cameras, classroom audio, computer labs,
  auditoria, and other teaching-space technology.
  
• ITSM
  Tools: Experience with incident/request management, ticket logging,
  categorisation, updates, closure, queue management, SLA tracking, and
  service reporting.
  

Education & Certifications

• Diploma
  or Bachelor's degree in IT, Computer Science, or a related discipline.
  
• Microsoft
  certification such as MCSA, MCSE, MD-102, or equivalent is
  preferred.
  
• CCNA
  or equivalent networking certification is an advantage.
  
• ITIL
  Foundation certification is preferred.
  
• CompTIA
  A+ or Microsoft Fundamentals certification is preferred.
  

Education Sector Experience

• Prior experience supporting schools, universities,
  colleges, or other education-sector IT environments is a strong advantage.
  
• Familiarity with academic-calendar-driven service demand,
  examination periods, classroom technology, computer labs, and safeguarding
  requirements will be considered favorably.
  

Other Requirements

• English
  and Arabic: Bilingual communication skills are required.
  
• Valid
  UAE Driving Licence: Mandatory. Own vehicle is preferred due to the
  roving/mobile nature of the role.
  
• Strong
  self-management, time management, and route-planning skills with the
  ability to work with minimal supervision.
  
• Comfortable
  working independently across multiple locations and managing competing
  priorities.
  
• Willingness
  to work school-term shift patterns, extended hours, and examination-period
  support as required.
  
• Valid/clean
  police clearance: Mandatory for deployment at school premises, subject
  to client requirements.
  
• Understanding
  of child safeguarding and professional conduct requirements when
  working in educational environments.
  
• Strong
  stakeholder-facing and communication skills, with the ability to interact
  professionally with school leadership, staff, vendors, and central IT
  teams.
  
• Comfortable
  supporting and maintaining local server, network, end-user, and classroom
  technology environments.
  
• Ability
  to work effectively as part of a field engineering team with disciplined
  shift handovers and cross-coverage.
  
• Strong
  troubleshooting capability across multiple IT domains, with deeper
  expertise in at least one area such as Server/Network or EUC/AV,
  along with working knowledge of the other.