IT Support Engineer

Preferable - Crafting Careers; Whangarei; On-site; NZD 65,000 - 90,000; Part time

Job summary

Preferable - Crafting Careers seeks an IT Dispatch Support / Field Service Engineer to coordinate onsite engineers across New Zealand. The role involves dispatching based on priority, tracking tickets, and ensuring timely service delivery.

Responsibilities include maintaining dispatch trackers, coordinating with customers and vendors, and arranging knowledge transfers for coverage when needed. A strong focus on SLA compliance and clear communication is essential.

Qualifications

• Minimum 3 years of IT support/field services experience.
• Experience coordinating engineers across multiple sites and managing onsite requests.
• Strong communication and reporting skills.
• Proficiency in Microsoft Excel and operational trackers.

Responsibilities

• Coordinate and dispatch onsite engineers based on ticket priority, location, availability, and SLA.
• Monitor tickets and follow up with engineers, vendors, and support teams until closure.
• Maintain dispatch trackers and service reports to ensure SLA adherence.
• Arrange knowledge transfers and coverage with replacement engineers when required.

Skills

IT support

Field coordination

SLA management

Communication

Excel

Tools

ServiceNow

Job description

IT Dispatch Support / Field Service Engineer

Employment Type: Contract/Dispatch

Location: New Zealand

Sites

• New Plymouth
• Dunedin
• Whangarei

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.