Field Engineer

Experience: 1–6 Years

Reports To: Zone Lead (Emirate)

Languages: English and Arabic

Location: UAE

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.