Field Engineer 5+yrs Exp

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 5,500 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

• Dublin: multiple central and regional offices, including Ely Place, St. Stephen's Green, Burgh Quay, Mount Street, Bishop's 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

• Microsoft 365 / Office 365 and approved applications
• Microsoft Teams, Cisco Webex, Zoom and Cisco Jabber
• Microsoft Intune
• Remote access solutions
• Video conferencing and collaboration services

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:

• 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.

Approximately:

• 4,000 Cisco VoIP devices , including desk and mobile devices
• 2,000 smartphones
• 200 talk-and-text mobile phones
• A wide range of peripherals and specialist equipment
• Most PCs and laptops are Dell, HP or Lenovo.

Endpoint management currently uses:

Endpoint management currently uses:

• Microsoft Intune

Other management platforms include:

Other management platforms include:

• Cisco Unified Communications Manager (CUCM/CUCA) - VoIP
• XEN Mobile, Microsoft Intune and Apple enterprise enrolment services - mobile devices

The proportion of Intune-managed devices is expected to increase throughout the contract.

In addition to standard deskside support, Field Engineers will be required to undertake:

In addition to standard deskside support, Field Engineers will be required to undertake:

• Intune enrolment and troubleshooting
• Device refresh and replacement programmes
• 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 Client's 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.

Requirements 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)

• CEFR C2 Proficiency/Mastery (or equivalent)
• If there is no certificate, fluency will be assessed at presentation stage

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 Department's 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.

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.
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