IT Desktop Support

About EIL Global

EIL Global is an IT service provider operating across the Asia Pacific and EMEA regions, specializing in various technology domains such as desktop support, servers, networks, and data center technologies. The company is headquartered in Adelaide, Australia with client offices spread throughout Asia Pacific and EMEA.

Work Location and Terms

The position is based at the Langley Road site in Wiri, Auckland 2104. This is a full-time contract role with a minimum duration of one year, with potential extensions depending on project needs. Working days are Monday through Friday.

Role Overview

We are seeking a seasoned IT Dispatch Support specialist who possesses solid technical knowledge and experience in managing and coordinating field engineers across multiple locations. The individual will handle engineer dispatching, ticket oversight, scheduling, SLA monitoring, customer communications, and ensuring prompt completion of onsite support tasks.

Primary Responsibilities

• Coordinate dispatch of field engineers prioritizing ticket urgency, geographic location, SLA requirements, and engineer availability.
• Manage and organize engineer schedules, site visits, backfill coverage, installations, replacements, and ad-hoc service tasks.
• Monitor ticket progress from assignment through closure, ensuring engineers provide timely updates and comprehensive resolution notes.
• Facilitate collaboration between customers, engineers, vendors, and Level 2/3 support teams to resolve incidents and manage escalations.
• Ensure knowledge transfer, handovers, and site documentation are accurately completed.
• Track SLA compliance, outstanding tickets, engineer attendance, and site coverage; generate regular performance reports.
• Support multiple sites simultaneously and efficiently handle urgent requests while maintaining business continuity.

Technical Expertise

• Practical experience or sound understanding of POS and retail IT environments including POS systems setup and troubleshooting, EFTPOS/payment terminals, cash drawers, barcode scanners, self-checkout units, receipt and label printers, and related peripherals.
• Familiarity with Windows desktop and server environments, including PCs, laptops, monitors, docking stations, printers, hardware replacement, network switches, routers, ports, cabling, and basic TCP/IP and network connectivity troubleshooting.
• Additional exposure to server infrastructure and data center operations is advantageous.

Key Skills and Experience

• Minimum of two years' experience in IT support roles such as field service, dispatch coordination, or service desk operations.
• Experience coordinating field engineers or technicians across multiple sites.
• Strong comprehension of IT infrastructure and troubleshooting methodologies.
• Familiarity with ServiceNow or similar IT Service Management (ITSM) and ticketing systems is preferred.
• Excellent communication capabilities, stakeholder coordination, and management skills.
• Proficient in Excel and report generation with keen attention to detail.
• Ability to manage numerous priorities simultaneously and perform effectively in SLA-driven environments.

Additional Information

Interested candidates who are available to support this role are encouraged to submit their CVs. References are also welcomed.