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.
  

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