IT Support Engineer
Core
Coordinate and dispatch onsite IT engineers to manage field service requests, monitor tickets, and ensure SLA adherence across multiple sites.
Role type
IT Dispatch Support / Field Service Coordinator
Builds
Onsite IT support services for POS systems, desktops, laptops, servers, and basic network infrastructure.
Domain
IT Support / Field Services / Retail Technology
Deliverable
client delivery
Required skills
Dispatch coordination, engineer scheduling, ticket monitoring, SLA management, POS system troubleshooting, basic network troubleshooting, Microsoft Excel, ITSM platforms (ServiceNow)
Preferred skills
Experience with ticketing tools (ServiceNow), knowledge of server infrastructure and data-centre environments
Responsibilities
Coordinate and dispatch onsite engineers based on ticket priority and location; Manage engineer schedules, site visits, and backfills; Monitor tickets and follow up with engineers and vendors; Coordinate with customers and L2/L3 support teams; Maintain dispatch trackers and service reports; Arrange knowledge transfer and replacement coverage.