IT Support Engineer

preferable.ai; Taupo; On-site; NZD 65,000 - 85,000; Full time

Job summary

preferable.ai in Taupo, New Zealand, seeks an IT Dispatch Support / Field Service Engineer on a contract/dispatch basis. You will coordinate onsite engineers across multiple sites, manage schedules, and ensure timely ticket closure within SLAs.

The role covers POS systems, IT infrastructure, and basic network troubleshooting, with an emphasis on clear communication and thorough reporting in an SLA-driven environment.

Qualifications

• 3+ years in IT support, field services, dispatch coordination or service desk operations.
• Experience coordinating engineers across multiple sites and managing onsite support requests.
• Basic understanding of IT infrastructure, POS systems, and troubleshooting.
• Experience with ticketing tools such as ServiceNow or ITSM platforms.
• Strong communication, coordination, follow-up and reporting skills.
• Proficiency in Microsoft Excel and maintaining operational trackers.

Responsibilities

• Coordinate and dispatch onsite engineers based on ticket priority, location, availability and SLA.
• Manage engineer schedules, site visits, backfills and ad-hoc support requests.
• Monitor tickets and follow up with engineers, vendors and support teams until closure.
• Coordinate with customers, vendors and L2/L3 support teams for smooth service delivery.
• Maintain dispatch trackers, ticket updates, site coverage details and service reports.
• Arrange knowledge transfer, handovers and replacement engineer coverage when required.
• Ensure timely communication and adherence to SLAs.

Skills

IT support

Field services

Dispatch coordination

Service desk operations

Communication skills

Prioritization

Tools

ServiceNow

ITSM

Microsoft Excel

Job description

Taupō, New Zealand, New Zealand | Posted on 10/16/2026

IT Dispatch Support / Field Service Engineer

Employment Type: Contract/Dispatch

Sites as Below:

• Whanganui
• Taupo
• Invercargill

Greetings from EIL Global!

Key Responsibilities

• Coordinate and dispatch onsite engineers based on ticket priority, location, availability, and SLA requirements.
• Manage engineer schedules, site visits, backfills, and ad‑hoc support requests.
• Monitor tickets and follow up with engineers, vendors, and support teams until closure.
• Coordinate with customers, vendors, and L2/L3 support teams to ensure smooth service delivery.
• Maintain dispatch trackers, ticket updates, site coverage details, and service reports.
• Arrange knowledge transfer (KT), handovers, and replacement engineer coverage when required.
• Ensure timely communication and adherence to agreed service‑level agreements (SLAs).

Technical Scope

• POS installation, replacement, and troubleshooting.
• Support for EFTPOS terminals, cash drawers, barcode scanners, self‑checkout systems, receipt printers, and label printers.
• Windows desktop, laptop, and server support.
• Basic network troubleshooting, including switches, routers, ports, cabling, and TCP/IP.
• Familiarity with server infrastructure and data‑centre environments.

Required Skills and Experience

• Minimum 3 years of experience in IT support, field services, dispatch coordination, or service desk operations.
• Experience coordinating engineers across multiple sites and managing onsite support requests.
• Basic understanding of IT infrastructure, POS systems, and troubleshooting.
• Experience with ticketing tools such as ServiceNow or other ITSM platforms is preferred.
• Strong communication, coordination, follow‑up, and reporting skills.
• Proficiency in Microsoft Excel and maintaining operational trackers.
• Ability to manage multiple requests and prioritise tasks in an SLA‑driven environment.