Field Engineer

About the Role
This position involves providing end-to-end on-site IT support for assigned sites in the UAE. You will serve as the primary technical contact for site users and leadership, ensuring the smooth operation of IT services and infrastructure. The role requires hands-on experience in supporting end-user devices, classroom technology, and related IT systems in an educational environment. Working closely with central support teams, you will troubleshoot incidents, manage service requests, and coordinate vendor activities while upholding defined SLAs. You will also be responsible for maintaining accurate IT documentation and managing the device lifecycle, providing first-line support for various IT domains.

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, and capacity monitoring.
• 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, categorization, 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 favourably.

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.