Field Services Engineer

Digiweb Group; Dublin; On-site; EUR 40,000 - 60,000; Full time

Job summary

Viatel Technology Group in Ireland is seeking a Field Service Engineer to deliver high-quality, on-site technical support to customers across client sites and branch locations.

You will install, diagnose, and repair desktops, servers, networking gear, and software, manage tickets, and communicate clearly with customers to ensure a professional service.

Qualifications

• 3rd level IT qualification or equivalent practical experience.
• Minimum 2 years’ experience in a similar field.
• CompTIA A+ or similar certification is an advantage.
• Experience in ICT Managed Services (MSP) environments is advantageous.
• Strong customer service focus and client-facing skills.

Responsibilities

• Provide on-site professional technical support to customers at client sites and branch offices.
• Install, configure, update, repair desktops, servers, printers and software.
• Diagnose hardware, OS, software, networking, and connectivity issues.
• Troubleshoot LAN/Wi-Fi, cabling and basic network faults.
• Record work in the ticketing system and communicate resolutions clearly.
• Collaborate with the wider support team to ensure consistent service.
• Maintain up-to-date technical knowledge and pursue relevant certifications.

Skills

Customer service

Communication skills

Troubleshooting

Analytical thinking

Time management

Education

3rd level IT qualification

Tools

Ticketing system

MSP experience

Microsoft Cloud

Job description

At Viatel Technology Group, we know that great technology is important, but it's the people behind it that make the real difference.

For more than 26 years, we've helped organisations across Ireland get the most from their technology through communications, cloud, networking, cybersecurity, and digital services. Our role is simple: to take the complexity out of technology so our customers can focus on running and growing their businesses.

Today, more than 300 people work across the Viatel Group, bringing expertise, teamwork, and a customer-first mindset to everything we do. We're proud to have been recognised as a Deloitte Best Managed Company and Guaranteed Irish Technology Company of the Year 2024.

We're committed to building a workplace where people feel supported, valued, and trusted to do their best work. We welcome different perspectives, invest in learning and development, and create opportunities for people to grow their careers.

If you're looking to join a company that values its people as much as its customers, we'd like to hear from you.

The Role:

As a Field Service Engineer, you will play an important role in delivering high-quality, hands-on technical support to our customers across client sites and branch locations. You will be responsible for resolving issues that require on-site attention, supporting hardware, software, networking, and connectivity needs, and ensuring that customers receive a professional, reliable, and friendly service.

This role would suit someone who enjoys working directly with customers, is confident troubleshooting technical issues in person, and takes pride in finding practical solutions. You will work closely with the wider support team to manage tickets, document resolutions clearly, and help improve the way services are delivered.

You will be expected to maintain strong technical knowledge, continue developing relevant certifications, and proactively identify opportunities to improve service quality, customer experience, and operational efficiency.

Responsibilities:

• Deliver professional on-site technical support to customers, branch offices, and local client sites where issues cannot be resolved remotely.
• Install, configure, update, repair, and support desktops, laptops, servers, printers, peripherals, and software applications.
• Diagnose and resolve hardware, operating system, software, network, internet connectivity, cabling, and peripheral issues.
• Troubleshoot local network issues, including LAN connectivity, Wi-Fi, cabling, internet access, and basic networking faults.
• Provide clear, friendly, and customer-focused communication, explaining technical issues and fixes in simple terms.
• Record all work accurately, keep support tickets updated, and document resolutions clearly in the relevant ticketing system.
• Manage assigned tickets professionally, ensuring actions, updates, and follow-ups are completed in a timely manner.
• Work with the wider support team to elevate issues where required and ensure customers receive a consistent service experience.
• Identify recurring issues, service gaps, or improvement opportunities and proactively recommend practical enhancements.
• Maintain and develop technical skills and certifications relevant to the role.

Requirements:

• Must have own transport
• Clean Full Drivers Licence
• 3rd level qualification in an IT-related discipline or equivalent practical experience.
• Minimum of 2 years’ experience in a similar role.
• CompTIA A+ or similar an advantage.
• Proven experience in ICT Managed Services (MSP) environment an advantage.
• Focused on building strong relationships and delivering exceptional customer service.
• Demonstrable experience in delivering technical services meeting SLA/KPI objectives.
• Ability to manage multiple customers and priorities simultaneously.
• Knowledge of Microsoft Cloud, technical support services and tools and best practices.
• Strong communication and client-facing skills with a customer-first mindset.
• Excellent troubleshooting and analytical skills.
• Highly organised with strong attention to detail.
• Proactive and improvement oriented.
• Professional, approachable and supportive mentor.