IT Support Engineer
Core
Coordinate and dispatch onsite IT engineers for field service and support across multiple sites.
Role type
IT Dispatch Support / Field Service Coordinator
Builds
Onsite IT support for POS terminals, cash drawers, barcode scanners, self-checkout systems, receipt printers, label printers, Windows desktops, laptops, servers, and basic network infrastructure.
Domain
Retail IT / Field Services
Deliverable
client delivery
Required skills
Dispatch coordination, engineer scheduling, ticket management, POS system troubleshooting, basic network troubleshooting, SLA adherence, Microsoft Excel, multi-site operations management
Preferred skills
ServiceNow or ITSM platform experience, server infrastructure knowledge
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, handovers, and replacement engineer coverage when required