IT Support Engineer

Preferable - Crafting Careers; Taupo Bay; On-site; NZD 70,000 - 95,000; Full time

Job summary

EIL Global is seeking an IT Dispatch Support / Field Service Engineer in New Zealand on a contract/dispatch basis. The role covers coordinating onsite engineers across sites such as Whanganui, Taupo, and Invercargill, ensuring SLAs are met and service delivery remains seamless.

Responsibilities include scheduling, ticket monitoring, and coordinating with customers, vendors, and L2/L3 teams, while maintaining trackers and producing service reports.

Qualifications

• Minimum 3 years in IT support, field services, dispatch coordination, or service desk operations.
• Experience coordinating engineers across multiple sites.
• 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.

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).

Skills

IT support

Field service coordination

SLA management

Communication

Reporting

Excel

Prioritisation

Tools

ServiceNow

Job description

Job Description

IT Dispatch Support / Field Service Engineer

Employment Type: Contract/Dispatch

Location: New Zealand

Sites

• 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.