IT Support Engineer

Preferable - Crafting Careers; Whangarei; On-site; NZD 39,000 - 52,000; Part time

Job summary

Preferable - Crafting Careers is seeking an IT Dispatch Support / Field Service Engineer on a contract/dispatch basis in New Zealand. You will coordinate and dispatch onsite engineers across multiple sites to meet ticket priorities, SLA, and customer expectations.

The role requires 3+ years in IT support or field services, strong communication, and experience with ticketing tools. You will maintain trackers, reports, and ensure smooth service delivery while coordinating with vendors and L2/L3

Qualifications

• Minimum 3 years in IT support, field services, dispatch coordination, or service desk.
• Experience coordinating engineers across multiple sites and managing onsite requests.
• Strong communication and reporting abilities.
• Proficiency in Excel and operational trackers.
• Familiarity with ITSM tools such as ServiceNow is preferred.

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 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.

Skills

IT support coordination

Field service coordination

Communication skills

Excel proficiency

Tools

ServiceNow

Job description

IT Dispatch Support / Field Service Engineer Employment Type: Contract/Dispatch

Location: New Zealand

Sites as Below:

• New Plymouth
• Dunedin
• Whangarei

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.