Dispatch IT Support Specialist: Field Engineer Coord

Preferable - Crafting Careers; Auckland; On-site; NZD 65,000 - 85,000; Full time

Job summary

Eil Global in Auckland is seeking an experienced IT Dispatch Support professional to coordinate field engineers across multiple sites, monitor tickets, and ensure timely onsite resolutions.

You will manage schedules, SLA tracking, stakeholder communication, and documentation, with a focus on POS/retail IT environments and ITSM tooling like ServiceNow. This is a full-time contract based at Langley Road, Wiri, Auckland 2104, working Mon to Fri.

Qualifications

• 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 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 and ad-hoc support.
• Monitor tickets from assignment to closure and ensure 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

Field services

SLA tracking

Stakeholder management

Excel reporting

Tools

ServiceNow

Job description

Eil Global in Auckland is seeking an experienced IT Dispatch Support professional to coordinate field engineers across multiple sites, monitor tickets, and ensure timely onsite resolutions.

You will manage schedules, SLA tracking, stakeholder communication, and documentation, with a focus on POS/retail IT environments and ITSM tooling like ServiceNow. This is a full-time contract based at Langley Road, Wiri, Auckland 2104, working Mon to Fri.