Field Engineer Lead

Job Title: Field Engineer Lead

Location: Dublin 2, Ireland (Onsite, Occasional travel may also be required to multiple sites outside of Dublin to the supported locations listed below)

Start Date: 01/01/2027

Contract Duration: 12 Months with further extension

Client Overview

The Client operates a Shared ICT Service supporting approximately 5,500 staff and contractors across a diverse range of agencies and bodies at 80+ locations throughout the State. The service supports a geographically dispersed workforce operating in office-based, hybrid and remote environments. The number of supported users, locations and devices may increase or decrease during the contract as organisations join or leave the Shared Service.

Supported Locations

The service currently operates across locations throughout Ireland, including:

· Dublin: multiple central and regional offices, including Ely Place, St. Stephen's Green, Burgh Quay, Mount Street, Bishop's Square, Dublin Airport, Smithfield, Arbour Hill, Mountjoy, Ballymun, Finglas, Donaghmede, Blanchardstown, Clondalkin and the Criminal Courts of Justice.

· Leinster: Carlow, Kildare, Kilkenny, Laois, Longford, Meath, Louth, Offaly and Wicklow.

· Munster: Cork, Kerry, Clare, Limerick, Tipperary and Waterford.

· Connacht: Galway, Mayo, Roscommon, Sligo and Westmeath.

· Ulster: Cavan, Donegal, Leitrim and Monaghan.

The estate also includes prisons, detention facilities, courts, airports and specialist locations.

Nature and Scope of Services

The Client manages DSS for end users across all supported locations. The service includes the support, deployment, maintenance and lifecycle management of ICT equipment and end-user services.

Supported equipment includes, but is not limited to:

· Desktop PCs and laptops

· Microsoft Intune-managed devices

· Cisco VoIP phones and related devices

· Smartphones, mobile phones and tablets

· Printers, scanners and multifunction devices

· Video conferencing equipment

· Franking machines

· Monitors, docking stations, webcams, headsets, keyboards, mice and other peripherals

· Specialist and accessibility technologies, including Dragon, JAWS, ZoomText and Fusion

· Customised workstation setups for specialist users

Supported ICT Services and Platforms

DSS also supports users with:

· Microsoft 365 / Office 365 and approved applications

· Microsoft Teams, Cisco Webex, Zoom and Cisco Jabber

· Microsoft Intune

· Active Directory

· Corporate Wi-Fi

· Remote access solutions

· Multi-Factor Authentication (MFA)

· Video conferencing and collaboration services

Technology Modernisation

The Client is undertaking a major endpoint modernisation programme, moving from traditional on-premises management towards Microsoft Intune and cloud-based endpoint management.

This includes:

· Windows 11 deployment

· Microsoft Intune enrolment and management

· Windows Autopilot provisioning

· Increased use of cloud-managed devices

· Modern workplace and endpoint security technologies

Field Engineers must therefore support both traditional and modern endpoint environments throughout the transition.

Current Device Estate

Approximately:

· 4,500 desktop PCs

· 4,000 Windows laptops

· 4,000 Cisco VoIP devices, including desk and mobile devices

· 550 tablets

· 2,000 smartphones

· 200 talk-and-text mobile phones

· 55 video conferencing units

· A wide range of peripherals and specialist equipment

Most PCs and laptops are Dell, HP or Lenovo.

Centralised Management Platforms

Endpoint management currently uses:

· Microsoft Intune

· Microsoft Configuration Manager (SCCM/MECM)

· Active Directory

· Windows Autopilot

Other management platforms include:

· Cisco Unified Communications Manager (CUCM/CUCA) – VoIP

· XEN Mobile, Microsoft Intune and Apple enterprise enrolment services – mobile devices

· Cisco TelePresence Management Suite (TMS) – video conferencing

The proportion of Intune-managed devices is expected to increase throughout the contract.

Field Engineer Responsibilities

In addition to standard deskside support, Field Engineers will be required to undertake:

· Windows 11 deployments

· Intune enrolment and troubleshooting

· Device refresh and replacement programmes

· Windows Autopilot deployments

· Data and user-profile migration

· Hardware lifecycle management

· Asset verification and inventory support

· Hybrid and remote workforce support

· Endpoint security remediation

· Microsoft 365 application and service support

· Device compliance and Conditional Access troubleshooting

· Office moves, builds and other project activities

Most incidents are expected to be resolved remotely or during the first onsite visit.

Engineers must therefore have strong remote troubleshooting skills and experience supporting cloud-managed devices operating outside the Client's corporate network.

6. Service Growth and Change

The scope of the service is expected to evolve during the contract due to:

· Additional organisations joining the Shared Service

· Changes to supported locations

· Changes in user numbers

· Device growth or replacement

· Continued migration to Intune and Windows 11

· Adoption of cloud-based management and modern workplace technologies

The Service Provider must be able to scale and adapt its support accordingly.

Occasional Overtime

The Service Provider may occasionally be required to provide authorised support outside normal working hours, including evenings and weekends.

Overtime is expected to be infrequent and will be notified as far in advance as reasonably practicable.

Requirements

Mandatory Requirements (Pass / Fail): Candidates MUST meet ALL of the following:

Experience

· It is a mandatory requirement, that the Resource proposed has the equivalent of 7 years + of relevant IT experience.

Availability

· Must be available to start from 01/01/2027

English Language Proficiency (MANDATORY):

· Native English speaker OR

· CEFR C2 Proficiency/Mastery (or equivalent)

· If there is no certificate, fluency will be assessed at presentation stage

Key Deliverables:

The following non-exhaustive list of Key Deliverables, are applicable to this Role.:

· Accept, diagnose, troubleshoot and resolve complex 2nd Line ICT incidents and service requests assigned by the Service Desk.

· Provide deskside, remote and field-based support for end-user devices and services, including desktops, laptops, smartphones, tablets, peripherals, printers, video conferencing equipment and telephony services.

· Support and troubleshoot Microsoft 365, Microsoft Teams, Active Directory, Microsoft Intune, Windows 11, remote access services, MFA, Wi-Fi connectivity and other enterprise technologies.

· Escalate and coordinate incidents with 3rd line support teams, vendors and service providers where resolution cannot be achieved within the Deskside Support team.

· Support device provisioning, deployment and lifecycle management activities, including Windows Autopilot, Microsoft Intune enrolment, device refresh programmes and hardware replacements.

· Perform data migration, user profile migration and device configuration activities to ensure seamless user transitions during equipment upgrades and replacements.

· Support endpoint compliance, security remediation and conditional access issues in line with departmental security policies and standards.

· Assist with asset management, inventory verification and maintaining accurate configuration records across the supported estate.

· Support hybrid and remote workers through effective remote troubleshooting and cloudbased device management techniques.

· Contribute to project activities including office relocations, technology refresh programmes, Windows 11 deployments and new service implementations.

· Maintain detailed and accurate ticket updates, ensuring incidents and requests are resolved and closed efficiently to prevent ticket backlogs and minimise disruption to business operations.

· Produce and maintain technical documentation, knowledge base articles and support procedures to promote consistency of service delivery.

· Provide technical guidance, mentoring and knowledge transfer to junior team members, fostering continuous improvement and capability development.

· Deliver excellent customer service and communicate technical information clearly and effectively to both technical and non-technical stakeholders.

Key Experience/Competencies/Skillsets:

A key attribute required for this role is a comprehensive understanding of end-user computing environments, including desktop and laptop hardware, Windows operating systems, Microsoft 365 applications, mobile devices, printers, peripherals, telephony, and collaboration technologies. The proposed Resource must demonstrate significant practical experience supporting both traditional and modern workplace technologies, including Microsoft Intune, Windows Autopilot, Active Directory, Windows 10 and Windows 11, device lifecycle management, and remote support within hybrid working environments.

While relevant industry certifications are desirable, greater emphasis will be placed on demonstrable hands-on experience delivering deskside support, field engineering, and end-user support services within large, complex enterprise environments comparable in scale and complexity to that of the Contracting Authority.

The following Experience/Competencies/Skillsets are applicable to this Role

· Significant experience in a Role leading a Team of Deskside Support/Field Engineers within a large-scale enterprise ICT environment comparable in size and complexity to that of the Contracting Authority.

· Proven experience supporting Microsoft Windows 10 and Windows 11 operating systems across both traditionally managed and cloud-managed device estates.

· Experience supporting Microsoft Intune, Windows Autopilot and modern endpoint management technologies, including device enrolment, compliance policies, application deployment and troubleshooting.

· Experience supporting approved Microsoft 365 services, such as Outlook, Teams, and associated collaboration tools.

· Strong working knowledge of Active Directory, user account administration, ensuring correct group policies and authentication technologies, including Multi-Factor Authentication (MFA).

· Experience supporting hybrid and remote workforce environments, including remote access solutions, and cloud-managed endpoints operating outside the corporate network.

· Experience building, deploying, maintaining and troubleshooting standard device configurations and operating system images using Microsoft Configuration Manager (SCCM/MECM) and related deployment technologies.

· Experience supporting and troubleshooting desktop PCs, laptops, mobile devices, tablets, printers, scanners, docking stations, monitors, webcams, headsets and other end-user peripherals.

· Experience configuring, deploying and supporting iOS and Android mobile devices, including Mobile Device Management (MDM) solutions.

· Experience providing support for Cisco VoIP telephony technologies, including Cisco Unified Communications Manager (CUCM), Cisco Jabber and telephony device deployments.

· Experience supporting video conferencing and collaboration technologies including Microsoft Teams, Cisco Webex, Cisco VC’s via Cisco Telepresence and Zoom platforms.

· Experience diagnosing and resolving networking, Wi-Fi, connectivity and infrastructure-related issues, working collaboratively with infrastructure and network support teams.

· Experience installing, configuring and supporting network printers, multifunction devices and print management solutions.

· Experience supporting specialist and accessibility technologies such as Dragon NaturallySpeaking, JAWS, ZoomText, Fusion or similar assistive technology solutions.

· Experience managing hardware lifecycle activities, including asset tracking, inventory management, device refresh and replacement programmes.

· Experience creating and maintaining technical documentation, knowledge articles and standard operating procedures.

· Strong analytical and troubleshooting skills with the ability to rapidly assess issues, identify root causes and implement effective solutions.

· Experience working within a fast-paced service delivery environment, managing competing priorities and consistently meeting service level targets.

· Excellent communication and stakeholder management skills, with the ability to explain technical concepts clearly to users at all levels of the organization.

· Experience leading or mentoring junior technical staff and contributing to team development and continuous service improvement initiatives.