IT Support Engineer

Preferable - Crafting Careers; Taupo Bay; Sur place; NZD 55 000 - 83 000; Temps partiel

Résumé du poste

EIL Global is seeking an IT Dispatch Support / Field Service Engineer for contract work across New Zealand. The role involves coordinating onsite engineers for multiple sites and ensuring timely, SLA-driven service delivery.

The incumbent will manage schedules, track tickets, and coordinate with customers, vendors, and IT teams to close tickets efficiently. Proficiency in Excel and ITSM tooling is preferred.

Qualifications

• Minimum 3 years in IT support, field services, dispatch coordination, or service desk operations.
• Experience coordinating engineers across multiple sites and managing onsite requests.
• Strong communication, coordination, and reporting skills.
• Proficiency in Microsoft Excel and operational trackers.

Responsabilités

• 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 and replacement engineer coverage when required.
• Ensure timely communication and adherence to SLAs.

Connaissances

Ticket coordination

Vendor coordination

IT support

SLA adherence

Excel

Outils

ServiceNow

Description du poste

Job Description

IT Dispatch Support / Field Service Engineer

Employment Type: Contract/Dispatch

Location: New Zealand

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.