Field Engineer

2 weeks ago

Longford, Ireland emagine Full time
Want to make an impact? We offer that

Due to continued growth, we are currently hiring a Field Engineer to join our team to support the operations of multiple secure facilities and administrative business units. The successful candidate will be responsible for providing comprehensive ICT support across a large, dynamic estate, ensuring timely resolution of technical issues and acting as a liaison between ICT services and frontline users.

emagine is a dynamic, fast-growing international consulting and technology company, founded on real-world experience, focused on custom-fit solutions. We have the proven people and expertise to complete complex projects, while delivering lasting knowledge-transfer benefits to empower our partners for the next challenge.

Are you intrigued? Do you want to learn more?

A snapshot of your key responsibilities as Field Engineer would be:

Team & Service Request Management:

  • Oversight and day-to-day management of a team of Field Engineers.
  • Allocate and prioritise service tickets using ICT Service Request Management software (e.g., ManageEngine).
  • Monitor and report on service request metrics; provide weekly updates to ICT Management.
  • Maintain real-time updates on service requests, including thorough documentation of issue resolution steps.
  • Ensure Field Engineers are prepared for daily site visits across various operational locations.

Hardware & Infrastructure Support:

  • Deploy, configure, support, and repair ICT hardware including PCs, laptops, servers, IP phones, switches, VCUs, printers, scanners, ruggedized phones, and mobile devices.
  • Perform hardware imaging, installation, and break/fix services across all supported facilities.
  • Support printer and mobile device management, including stock control and equipment life-cycle tracking.
  • Provide onsite support for network hardware issues and structured cabling (CAT5/CAT6/fibre optic/analogue telephony).

Software & Systems Support:

  • Install, configure, and troubleshoot a wide range of software including Windows OS (desktop/server), Active Directory, DNS, DHCP, Group Policies, and Citrix Workspace.
  • Support use of communications and collaboration tools such as Webex, Jabber, Microsoft Teams, and Zoom.
  • Utilize remote support tools such as Netsupport and maintain asset records through asset management tools.
  • Maintain and troubleshoot Cisco phone systems and VCU equipment.
  • Provide support for attendance tracking systems and ensure connectivity across all deployed sites.

Operational Leadership

  • Liaise with internal IT teams, prison ICT coordinators, and end users to maintain service continuity.
  • Attend team leadership meetings and escalate unresolved or high-priority issues as needed.
  • Assist in the training and upskilling of Field Engineer team members, ensuring alignment with latest technologies and best practices.
  • Maintain Standard Operating Procedures (SOPs) and user guides related to all ICT support activities.
  • Provide remote support and guidance to users via phone, email, and remote access platforms.

Facility-Specific Responsibilities

  • Deliver technical support to both administrative offices and secure facilities.
  • Ensure housekeeping and cabling standards in server rooms and communications cabinets.
  • Support clocking systems and maintain uptime of time & attendance devices.
  • Serve as the face-to-face ICT representative on-site, ensuring a high level of user satisfaction.

Requirements:
  • Demonstrated experience in managing service requests and leading a technical support team.
  • Strong understanding of ICT hardware deployment, maintenance, and troubleshooting in a field-based environment.
  • Proficient in the use of ticketing and asset management systems such as ManageEngine.
  • Hands-on experience with Windows Server and Desktop OS, Active Directory, and Group Policy management.
  • Ability to work under pressure in environments requiring strict uptime and high service levels.
  • Knowledge of networking and connectivity troubleshooting.
  • Familiarity with Cisco Call Manager, Citrix Workspace, and Microsoft Endpoint Configuration Manager (MECM).
  • Understanding of antivirus tools such as Trellix and monitoring tools like SolarWinds or Anuview.
  • Capable of installing and maintaining structured cabling systems (copper and fibre).
  • Experience with remote assistance tools and mobile device management platforms.
  • Strong interpersonal and communication skills.
  • Proven time management and task prioritisation abilities.
  • Ability to train, mentor, and guide junior technical staff.
  • High attention to detail and documentation accuracy.
  • Ability to work independently and collaboratively across multiple sites.

So, are you ready to join our team?

It's important to remember, emagine is an Equal Employment Opportunity Employer; we value bringing together individuals from diverse backgrounds to develop innovative solutions for our customers.
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