IT Dispatch & Field Engineer Coordinator

Preferable - Crafting Careers; Auckland; On-site; NZD 55,000 - 75,000; Full time

Job summary

Preferable - Crafting Careers in Auckland is seeking an experienced IT Dispatch Support professional to coordinate field engineers across multiple sites. The candidate will handle dispatch, ticket monitoring, scheduling, SLA tracking, customer communication, and ensure timely completion of onsite activities.

Coordinate engineers by ticket priority, location and availability; manage schedules, site visits, backfill coverage, installations, replacements and ad-hoc support.

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.
• Exposure to POS/retail IT environments and Windows servers/desktops.
• Strong communication 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

Dispatch coordination

Field engineer coordination

Ticket monitoring

SLA tracking

IT support

Customer communication

Excel reporting

POS/retail IT

Windows desktop/server

Networking basics

Tools

ServiceNow

Job description

Preferable - Crafting Careers in Auckland is seeking an experienced IT Dispatch Support professional to coordinate field engineers across multiple sites. The candidate will handle dispatch, ticket monitoring, scheduling, SLA tracking, customer communication, and ensure timely completion of onsite activities.

Coordinate engineers by ticket priority, location and availability; manage schedules, site visits, backfill coverage, installations, replacements and ad-hoc support.