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.