IT Dispatch & Field Support Coordinator

preferable.ai

Manurewa

On-site

NZD 55,000 - 75,000

Full time

32 hours ago

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Job summary

Eil Global in Auckland is seeking an experienced IT Dispatch Support professional to coordinate field engineers across multiple sites. You will manage dispatch, ticket monitoring, scheduling, SLA tracking, and customer communication to ensure timely onsite support.

The role requires 2+ years in IT support, familiarity with ITSM tools, strong Excel skills, and the ability to prioritise under SLA pressure.

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.

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.