IT Support Engineer

preferable.ai; New Zealand; On-site; NZD 60,000 - 90,000; Part time

Job summary

EIL Global is seeking an IT Dispatch Support / Field Service Engineer to coordinate field engineers across New Zealand, monitor tickets, and ensure timely onsite resolution. Strong IT knowledge, ServiceNow experience, and excellent stakeholder communication are essential for success.

The role focuses on multi-site coordination, SLA adherence, and reporting, with field-based work across Kerikeri, Dannevirke, Fielding and related sites. Contract/Dispatch engagement in a multi-site environment.

Qualifications

• 2+ years of IT support or field service experience.
• Experience coordinating field engineers across multiple sites.
• Strong knowledge of IT infrastructure and troubleshooting.
• Familiarity with ServiceNow or similar ITSM tools.
• Excellent communication and stakeholder management.
• Proficient in Excel reporting and attention to detail.
• Ability to manage multiple priorities under SLA-driven environments.

Responsibilities

• Coordinate and dispatch field engineers based on ticket priority and SLA.
• Manage engineer schedules, site visits, and backfill coverage.
• Monitor tickets from assignment to closure with proper updates.
• Coordinate with customers, engineers, vendors and L2/L3 teams.
• Ensure site documentation is completed and handovers are done.
• Track SLA, tickets, attendance and site coverage; provide reports.
• Support multi-site operations and urgent requests to maintain continuity.

Skills

IT support

Field service coordination

ITSM tools

ServiceNow

Excel reporting

Stakeholder management

Windows basics

Tools

ServiceNow

Networking basics

POS environments

Job description

New Zealand, New Zealand | Posted on 08/25/2026

IT Dispatch Support / Field Service Engineer

Employment Type: Contract/Dispatch

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

Sites as Below:

• 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