Field Engineer Senior

Job Title: Field Engineer (Senior)

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

Driving Licence:

· Full driving licence, own transport and business insurance is required

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 Deliverable:

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

· Act as a senior technical resource for the Deskside Support Service, accepting, prioritising, diagnosing and resolving complex 2nd Line incidents and service requests assigned by the Service Desk.

· Assist the Team leads in providing technical leadership and guidance to Field Engineers, sharing knowledge and supporting the development of junior team members.

· Take ownership of complex technical issues, ensuring timely resolution or appropriate escalation to 3rd Line support teams, vendors, or service providers where required.

· Support and troubleshoot end-user hardware, software, operating systems, mobile devices, telephony, peripherals, printers, collaboration platforms and cloud-managed devices across the enterprise environment.

· Assist and support Microsoft Intune enrolment, Windows 11 deployment, Windows Autopilot provisioning, device refresh programmes and endpoint modernisation initiatives.

· Support Microsoft 365 services, Active Directory, Multi-Factor Authentication (MFA), remote access technologies, corporate Wi-Fi and endpoint compliance activities.

· Provide deskside, remote and field-based support to users, ensuring a high standard of customer service and effective communication with both technical and non-technical stakeholders

· Assist in the planning, coordination and execution of technology projects, including office moves, hardware refresh programmes, endpoint security initiatives and new service deployments.

· Monitor ticket queues and workload distribution, proactively managing priorities and ensuring service requests are resolved.

· Ensure accurate documentation of resolution of incidents and service requests.

· Maintain a strong focus on ticket quality and timely closure, preventing the accumulation of aged tickets and minimising disruption to business operations.

· Assist in the production of technical procedures and knowledge base articles to support continuous service improvement

· Contribute to asset management, inventory verification, hardware lifecycle management and compliance with departmental ICT policies and standards.

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 handson 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 senior Deskside Support or Field Engineering role within a largescale enterprise ICT environment comparable in size and complexity to that of the Contracting Authority.

· Proven experience supporting Microsoft Windows 10 and Windows 11 devices in both traditionally managed and cloud-managed environments.

· Strong experience supporting Microsoft Intune, Windows Autopilot, Mobile Device Management (MDM) solutions and modern endpoint management technologies.

· Experience supporting and administering Microsoft Configuration Manager (SCCM/MECM), including software deployment, device management, software inventory management and maintenance, compliance reporting, and remote troubleshooting.

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

· Experience supporting hybrid and remote workforces and remote access technologies, cloud-managed devices and remote troubleshooting methodologies.

· Extensive experience deploying, configuring and supporting desktop PCs, laptops, smartphones, tablets, printers, scanners, docking stations, monitors and associated peripherals.

· Experience configuring, supporting and troubleshooting iOS and Android mobile devices, including device enrolment, policy management and application deployment.

· Strong experience supporting Cisco VoIP technologies, including Cisco Unified Communications Manager (CUCM), Cisco Jabber, associated telephony services.

· Experience supporting video conferencing and collaboration platforms, including Cisco Webex, Cisco Video Conferencing Units via Cisco TelePresence, Microsoft Teams and related conferencing technologies.

· Experience supporting Active Directory, user account administration, group membership management, authentication and access-related issues.

· Experience working with endpoint security, device compliance, conditional access policies and remediation of security-related issues.

· Experience troubleshooting Citrix environments, with the ability to distinguish between local 27 endpoint issues and virtual desktop/application related issues.

· Experience supporting Enterprise Mobility Management (EMM) and Mobile Device Management solutions, including Microsoft Intune and legacy mobile management platforms.

· Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi connectivity and infrastructure troubleshooting.

· Experience supporting both corporate and guest Wi-Fi services and working collaboratively with network and infrastructure teams to resolve connectivity issues.

· Experience assisting the installation, configuring and maintaining network printers, multifunction devices and print management solutions.

· Strong experience using IT Service Management and ticketing systems, with demonstrable experience managing incident, request and problem workflows.

· Experience developing and maintaining technical documentation, knowledge articles and support procedures.

· Excellent analytical, troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues in a timely manner.

· Demonstrated ability to communicate effectively with stakeholders at all levels, translating technical concepts into clear, business-focused language.

· Experience mentoring, coaching and supporting junior engineers while contributing to service improvement and operational excellence initiatives