Field Engineer 5+yrs Exp
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Job Summary
Job Title: Field Engineer (Intermediate)
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 5500 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. Stephens Green Burgh Quay Mount Street Bishops 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:
4500 desktop PCs
4000 Windows laptops
4000 Cisco VoIP devices including desk and mobile devices
550 tablets
2000 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 Clients 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.
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 4-6 years of relevant IT experience.
Availability
Must be available to start from 1st January 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 Deliverables:
The following non-exhaustive list of Key Deliverables are applicable to this Role:
Accept prioritise diagnose and resolve 2nd Line incidents and service requests assigned by the Service Desk in accordance with agreed service levels.
Provide deskside remote and field-based support for end-user devices and services including desktops laptops mobile devices printers peripherals telephony and collaboration technologies.
Support users across a wide range of enterprise platforms including Microsoft 365 Microsoft Teams Active Directory Microsoft Intune Windows 11 Wi-Fi remote access solutions and Multi-Factor Authentication (MFA).
Escalate incidents and service requests to senior engineers specialist support teams or third-party suppliers where appropriate.
Support device deployment replacement and lifecycle management activities including device refresh programmes Microsoft Intune enrolment Windows Autopilot deployments and user migrations.
Assist with Windows 11 rollout activities and support the Departments transition from traditional endpoint management solutions to modern cloud-based management technologies.
Troubleshoot and resolve hardware software operating system and connectivity issues affecting end users across the supported estate.
Support hybrid and remote workers through effective remote troubleshooting and device support.
Maintain accurate asset and configuration records and assist with inventory verification activities.
Ensure incidents service requests and work completed are accurately documented within the Service Management system.
Manage assigned ticket queues effectively ensuring timely resolution and closure of incidents to prevent the accumulation of aged tickets and minimise disruption to business operations.
Deliver a high standard of customer service and communicate technical issues and solutions clearly to users at all levels of the organisation.
Contribute to project activities including office moves equipment deployments technology refresh programmes and new service rollouts.
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 hands-on 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
Experience providing deskside field engineering or end-user support services within a large-scale enterprise ICT environment comparable in size and complexity to that of the Contracting Authority.
Experience supporting Windows 10 and Windows 11 desktop and laptop devices.
Experience supporting Microsoft Intune-managed devices and modern endpoint management technologies.
Working knowledge of Microsoft Configuration Manager (SCCM/MECM) for software deployment device support and remote troubleshooting.
Experience Supporting approved Microsoft 365 services such as Outlook Teams and associated collaboration tools.
Experience supporting remote access solutions and assisting users working in hybrid and remote environments.
Experience using IT Service Management or ticketing systems to log manage and resolve incidents and service requests.
Experience installing configuring and troubleshooting desktop PCs laptops and associated hardware.
Experience diagnosing and repairing end-user devices including PCs laptops smartphones and peripheral equipment.
Experience configuring and supporting smart devices including iOS and Android smartphones and tablets.
Experience supporting mobile device management and enterprise mobility solutions including Microsoft Intune and other MDM technologies.
Experience supporting Cisco VoIP telephony solutions including Cisco Jabber desk phones and user configuration changes through Cisco Call Manager (CUCM).
Experience supporting video conferencing and collaboration technologies including Microsoft Teams Cisco Webex and Cisco Video conferencing solutions.
Experience troubleshooting Active Directoryrelated issues including account management group membership and authentication problems.
Experience assisting with device deployments hardware refresh programmes and user migration activities.
Experience working alongside infrastructure and network teams to diagnose and resolve connectivity patching and endpoint-related issues.
Experience supporting wired and wireless network connectivity including corporate and guest Wi-Fi services.
Experience installing configuring and maintaining printers multifunction devices and print-related services.
Experience troubleshooting Citrix environments and identifying whether issues originate from the local device network connection or virtual desktop environment.
Strong analytical and troubleshooting skills with the ability to diagnose technical issues and implement effective solutions.
Excellent communication and customer service skills with the ability to explain technical concepts in a clear and user-friendly manner.
Ability to work effectively under pressure manage competing priorities and consistently achieve service delivery targets.
Required Skills:
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 4-6 years of relevant IT experience. Availability Must be available to start from 1st January 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 Deliverables: The following non-exhaustive list of Key Deliverables are applicable to this Role: Accept prioritise diagnose and resolve 2nd Line incidents and service requests assigned by the Service Desk in accordance with agreed service levels. Provide deskside remote and field-based support for end-user devices and services including desktops laptops mobile devices printers peripherals telephony and collaboration technologies. Support users across a wide range of enterprise platforms including Microsoft 365 Microsoft Teams Active Directory Microsoft Intune Windows 11 Wi-Fi remote access solutions and Multi-Factor Authentication (MFA). Escalate incidents and service requests to senior engineers specialist support teams or third-party suppliers where appropriate. Support device deployment replacement and lifecycle management activities including device refresh programmes Microsoft Intune enrolment Windows Autopilot deployments and user migrations. Assist with Windows 11 rollout activities and support the Departments transition from traditional endpoint management solutions to modern cloud-based management technologies. Troubleshoot and resolve hardware software operating system and connectivity issues affecting end users across the supported estate. Support hybrid and remote workers through effective remote troubleshooting and device support. Maintain accurate asset and configuration records and assist with inventory verification activities. Ensure incidents service requests and work completed are accurately documented within the Service Management system. Manage assigned ticket queues effectively ensuring timely resolution and closure of incidents to prevent the accumulation of aged tickets and minimise disruption to business operations. Deliver a high standard of customer service and communicate technical issues and solutions clearly to users at all levels of the organisation. Contribute to project activities including office moves equipment deployments technology refresh programmes and new service rollouts. 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 hands-on 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 Experience providing deskside field engineering or end-user support services within a large-scale enterprise ICT environment comparable in size and complexity to that of the Contracting Authority. Experience supporting Windows 10 and Windows 11 desktop and laptop devices. Experience supporting Microsoft Intune-managed devices and modern endpoint management technologies. Working knowledge of Microsoft Configuration Manager (SCCM/MECM) for software deployment device support and remote troubleshooting. Experience Supporting approved Microsoft 365 services such as Outlook Teams and associated collaboration tools. Experience supporting remote access solutions and assisting users working in hybrid and remote environments. Experience using IT Service Management or ticketing systems to log manage and resolve incidents and service requests. Experience installing configuring and troubleshooting desktop PCs laptops and associated hardware. Experience diagnosing and repairing end-user devices including PCs laptops smartphones and peripheral equipment. Experience configuring and supporting smart devices including iOS and Android smartphones and tablets. Experience supporting mobile device management and enterprise mobility solutions including Microsoft Intune and other MDM technologies. Experience supporting Cisco VoIP telephony solutions including Cisco Jabber desk phones and user configuration changes through Cisco Call Manager (CUCM). Experience supporting video conferencing and collaboration technologies including Microsoft Teams Cisco Webex and Cisco Video conferencing solutions. Experience troubleshooting Active Directoryrelated issues including account management group membership and authentication problems. Experience assisting with device deployments hardware refresh programmes and user migration activities. Experience working alongside infrastructure and network teams to diagnose and resolve connectivity patching and endpoint-related issues. Experience supporting wired and wireless network connectivity including corporate and guest Wi-Fi services. Experience installing configuring and maintaining printers multifunction devices and print-related services. Experience troubleshooting Citrix environments and identifying whether issues originate from the local device network connection or virtual desktop environment. Strong analytical and troubleshooting skills with the ability to diagnose technical issues and implement effective solutions. Excellent communication and customer service skills with the ability to explain technical concepts in a clear and user-friendly manner. Ability to work effectively under pressure manage competing priorities and consistently achieve service delivery targets.
