IT Support Engineer

EIL Global; Hamilton; On-site; CAD 53,000 - 74,000; Full time

Job summary

EIL Global is seeking an IT Dispatch Support professional to coordinate field engineers across multiple sites and ensure timely onsite support. The role focuses on ticket monitoring, scheduling, SLA adherence and effective customer communication.

You will manage engineer dispatch, track progress, coordinate with customers and internal teams, and ensure proper documentation and handover for site visits.

Qualifications

• 2+ years of IT support, field services, dispatch coordination or service desk operations.
• Experience coordinating field engineers or technicians across multiple locations.
• Good understanding of IT infrastructure and troubleshooting.
• Experience with ServiceNow or other ITSM/ticketing tools is preferred.

Responsibilities

• Coordinate and dispatch field engineers based on ticket priority, location, SLA and engineer availability.
• Manage engineer schedules, site visits, backfill coverage, installations, replacements and ad-hoc support requirements.
• Monitor tickets from assignment to closure and ensure engineers provide timely updates and proper resolution details.
• Coordinate with customers, engineers, vendors and L2/L3 teams for incident resolution and escalations.
• Ensure proper KT, handover and site documentation is completed.
• Track SLA, pending tickets, engineer attendance and site coverage, and provide regular reports.
• Support multiple sites and manage urgent requests while ensuring business continuity.

Skills

IT support

Dispatch coordination

Customer communication

SLA tracking

ServiceNow

Tools

ServiceNow

Job description

IT Dispatch Support / Field Service Engineer

Employment Type: Contract/Dispatch

Location: New Zealand – Multi-Site / Field-Based

Sites as Below:

• Whitianga 3510


• Kerikeri 0230


• Kerikeri 0293


• Dannevirke 4930


• Fielding 4702

Greetings from EIL Global!

Job Description

We are looking for an experienced IT Dispatch Support professional with good technical knowledge and experience coordinating field engineers across multiple sites. The candidate will be responsible for engineer dispatch, ticket monitoring, scheduling, SLA tracking, customer communication, and ensuring timely completion of onsite support activities.

Key Responsibilities

• Coordinate and dispatch field engineers based on ticket priority, location, SLA and engineer availability.


• Manage engineer schedules, site visits, backfill coverage, installations, replacements and ad‑hoc support requirements.


• Monitor tickets from assignment to closure and ensure engineers provide timely updates and proper resolution details.


• Coordinate with customers, engineers, vendors and L2/L3 teams for incident resolution and escalations.


• Ensure proper KT, handover and site documentation is completed.


• Track SLA, pending tickets, engineer attendance and site coverage, and provide regular reports.


• Support multiple sites and manage urgent requests while ensuring business continuity.

Technical Knowledge / Experience

• Candidates should have experience or good working knowledge of POS and retail IT environments, including POS installation and troubleshooting, EFTPOS/payment terminals, cash drawers, barcode scanners, self‑checkout systems, receipt/label printers and other retail peripherals.


• The candidate should also have knowledge of Windows desktop/server environments, PCs/laptops, monitors, docking stations, printers, hardware replacement, network switches, routers, network ports, cabling, basic TCP/IP and connectivity troubleshooting. Exposure to server infrastructure and data centre environments will be an advantage.

Required Skills

• 2+ years of experience in IT support, field services, dispatch coordination or service desk operations.


• Experience coordinating field engineers or technicians across multiple locations.


• Good understanding of IT infrastructure and troubleshooting.


• Experience with ServiceNow or other ITSM/ticketing tools is preferred.


• Strong communication, coordination and stakeholder‑management skills.


• Good Excel/reporting skills and strong attention to detail.


• Ability to manage multiple priorities and work effectively under SLA‑driven environments.

We look forward to hearing from you!