IT Desktop Support

preferable.ai; Manurewa; On-site; NZD 55,000 - 75,000; Full time

Job summary

Eil Global is seeking an experienced IT Dispatch Support professional to coordinate field engineers across multiple sites within the Auckland region. The role focuses on dispatch, ticket monitoring, SLA tracking, customer communication and ensuring timely onsite completion of support activities.

Applicants should have 2+ years in IT support or dispatch coordination, experience with ITSM tools (ServiceNow preferred), and strong stakeholder management, Excel reporting and multi-site coordination

Qualifications

• 2+ years 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.
• Strong communication, coordination and stakeholder-management skills.

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 Dispatch

Field coordination

SLA tracking

IT support

Tools

ServiceNow

Job description

Wiri, Auckland, New Zealand, New Zealand

We are Eil Global, a company providing IT services in Asia Pacific and EMEA across various technologies such as desktops, Servers, networks and data centre technologies. We are headquartered in Adelaide, Australia and have clients and offices across Asia Pacific & EMEA regions

Site Locations: Langley Road, Wiri, Auckland 2104- site address

Mode: Full time Contract position - Long term - Minimum 1 Year and extendable depending on the status of the project

Working Days: Mon to Fri

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