Field Engineer

Role Overview

Provide scheduled and on-demand IT support across an assigned cluster of up to four X-Small sites. This fully mobile role has the highest travel requirement within the field organization. The overall service model covers 122 sites with 31 engineers, at approximately one engineer for every four sites.

Responsibilities and Scope

• Follow a published visit calendar for the assigned site cluster and respond to Priority 1 (P1) and Priority 2 (P2) incidents outside scheduled visits.
• Resolve incidents and service requests during site visits. Triage non-urgent work and schedule it for the next planned visit.
• Perform remote-hands tasks on local server and network equipment under the direction of central L2/L3 support teams.
• Conduct server room checks during every visit, including environmental conditions, UPS status, backup job verification, and the physical condition of racked equipment.
• Install, image, configure, and decommission end-user devices, printers, peripherals, and classroom technology.
• Perform Active Directory tasks within delegated permissions, including account unlocks, password resets, group membership updates, and computer object management.
• Provide first-line network support, including patch panel work, switch port identification, access point replacement, and Wi-Fi and LAN troubleshooting.
• Maintain a mobile spares kit and reconcile stock with the regional Stores function on an agreed cycle.
• Keep asset records, CMDB entries, and site documentation up to date for every location in the cluster.
• Accurately log, update, and close all work in the ITSM tool, using the correct categorization and complete diagnostic details.
• Escalate to the Zone Lead when a site's demand consistently exceeds the agreed visit schedule.

Required Technical Skills

• Windows 10/11: Deployment, imaging, and troubleshooting.
• Windows Server 2016/2019/2022: Basic administration, health checks, service restarts, event log analysis, patch validation, and physical rack and cable work.
• Active Directory: User and computer object management, password resets, account unlocks, group membership, delegated OU permissions, and basic Group Policy troubleshooting.
• Microsoft 365: End-user support for Outlook, Teams, OneDrive, and SharePoint.
• Backup operations: Job monitoring, media handling, and restore requests.
• Networking: TCP/IP, DNS, DHCP, VLAN awareness, structured cabling, and Wi-Fi troubleshooting.
• Hardware: Break-fix support for Dell, HP, and Lenovo desktops, laptops, and thin clients, as well as printers and scanners.
• Classroom technology: Support for interactive panels, projectors, document cameras, and classroom audio systems.
• ITSM tools: Accurate ticket logging, categorization, progress updates, and closure.

Qualifications and Certifications

• Diploma or bachelor's degree in IT, Computer Science, or a related discipline.
• CompTIA A+ or a Microsoft fundamentals certification preferred; ITIL Foundation is an advantage.

Preferred Education Sector Experience

Previous experience supporting schools, universities, or an education-sector IT estate is strongly preferred. Familiarity with service demand driven by the academic calendar, examination periods, classroom technology, and safeguarding obligations will be considered favorably.

Additional Requirements

• Bilingual proficiency in English and Arabic is required across the site estate.
• A valid UAE driving license is mandatory; use of a personal vehicle is preferred given the mobile nature of the role.
• Strong self-management and route-planning skills, with the ability to work with minimal on-site supervision and independently across multiple locations each day.
• Willingness to work school-term shift patterns and provide support during examination periods.
• Clean police clearance is mandatory for deployment on school premises.
• Understanding of child-safeguarding obligations in an educational environment.