IT Field Services Coordinator Needed

# IT Field Services Coordinator / Scheduler – Experienced IT Admin Required

9am to 5pm AEST weekdays 6AUD hourly rate

**IT HERO is looking for an experienced IT Field Services Coordinator / Scheduler to join our team on a freelance/contract basis.**

We are an Australian IT services company delivering **onsite IT support, installations, deployments, relocations, asset management and technical field services across Australia**.

This is **not a general virtual assistant or basic administration role**.

We need someone who has **real experience working in IT support / IT field services** and understands how technicians, equipment, customers, sites and service appointments fit together.

## The Role

You will be responsible for coordinating the end-to-end logistics of onsite IT jobs.

A typical job might look like:

**Equipment needs to be collected → technician needs to collect it → equipment needs to be transported to site → site contact needs to be coordinated → technician attends site → work is completed → equipment may need to be returned → job needs to be closed out and documented.**

You will be the person making sure all of those moving parts happen at the right time.

This role requires someone who is highly organised, proactive and comfortable dealing with technicians, customers, suppliers and logistics providers.

## Key Responsibilities

### Technician Scheduling & Coordination

* Schedule technicians for onsite IT support jobs
* Coordinate technician availability, travel and appointment times
* Organise technicians to collect equipment before attending site
* Ensure technicians have the correct equipment, parts and information before travelling
* Coordinate technician arrival times with customer/site contacts
* Reschedule jobs when required
* Manage multiple technicians and jobs simultaneously
* Monitor technician progress throughout the job
* Follow up when technicians are delayed or jobs are running over
* Coordinate return trips, equipment returns and follow-up visits

### Equipment & Logistics Coordination

* Coordinate equipment pickups and deliveries
* Organise equipment to be collected from warehouses, offices, customers or other locations
* Ensure equipment arrives at the correct site at the correct time
* Coordinate equipment returns following onsite work
* Track equipment movements and job-related logistics
* Identify potential logistical problems before they affect the technician or customer

### Customer & Site Coordination

* Contact site representatives to arrange mutually agreed attendance times
* Confirm site access requirements
* Confirm induction or site requirements where applicable
* Ensure technicians have the correct site information
* Communicate ETA changes and scheduling updates
* Maintain professional communication with customers and site contacts

### IT Service Administration

* Review work orders and understand the technical requirement at a high level
* Match the appropriate technician to the job
* Understand the difference between common IT field service activities such as:

* PC / laptop deployments
* Printer support
* Network equipment installation
* Router and switch replacement
* Wireless access point installation
* Digital signage / media player support
* Hardware replacements
* IT relocations
* Asset collection and disposal
* Cabling and infrastructure work
* Understand when a job may require one technician versus two technicians
* Understand when additional equipment, parts, travel or logistics may be required
* Keep job records and scheduling information accurate
* Ensure completed jobs are followed through to administrative closure

IT HERO operates a **24/7/365 service desk** and supports onsite IT deployments and field services across Australia. Our service portfolio includes onsite IT deployments and installations, IT project management, site surveys, wireless solutions, cabling, IT asset disposal, relocations, hardware staging and other IT infrastructure services.

## What We're Looking For

### ESSENTIAL

**You must have previous experience in IT support, IT service coordination, IT field services, IT dispatch, service desk coordination or a similar IT environment.**

We are specifically looking for someone who **understands IT**.

You don't necessarily need to be a hands-on technician, but you need to understand what technicians are doing and be able to have an intelligent conversation about an IT job.

For example, if a technician says:

> "I need to collect a replacement switch from the warehouse, take it to site, replace the existing switch and return the faulty unit."

You should immediately understand the logistical requirements and be able to coordinate the entire process.

### We are looking for someone who is:

* Extremely organised
* Detail-oriented
* Proactive rather than reactive
* Comfortable coordinating multiple jobs at once
* Confident speaking with IT technicians
* Comfortable speaking with customers and site contacts
* Good at following up
* Excellent at calendar and schedule management
* Comfortable working with deadlines
* Able to identify scheduling conflicts before they become problems
* Able to work independently
* Comfortable making phone calls when required
* Excellent written and verbal English
* Experienced with IT terminology and service processes

## Phone Calls Are Part of the Job

**You must be comfortable making and receiving phone calls.**

This is important.

A significant part of the role involves calling:

* Technicians
* Customers
* Site contacts
* Warehouses
* Suppliers
* Logistics providers

We don't want someone who only wants to communicate through chat or email.

You need to be comfortable picking up the phone and getting things organised.

## Example Scenario

A customer requires an IT technician onsite tomorrow at 10:00 AM.

The job requires a replacement network device.

You may need to:

1. Confirm the job requirements
2. Identify an appropriate technician
3. Check their availability
4. Arrange the technician's schedule
5. Arrange equipment pickup
6. Confirm the equipment is available
7. Confirm the technician can collect it
8. Confirm the technician has enough travel time
9. Contact the customer/site and confirm the appointment
10. Provide the technician with the site details
11. Monitor the technician's ETA
12. Follow up if the technician is delayed
13. Confirm the onsite work has been completed
14. Organise return of the faulty equipment if required
15. Update the job records
16. Ensure the job is ready for invoicing / closure

**This is the type of coordination we need you to be good at.**

## Experience We Would Like to See

Experience in one or more of the following is highly desirable:

* IT Service Desk
* IT Field Services
* IT Dispatch
* IT Service Coordination
* IT Project Coordination
* IT Support Administration
* Managed Service Provider (MSP)
* ITIL / ITSM environments
* Field technician scheduling
* Technician dispatch
* Asset management
* Hardware logistics
* IT equipment staging
* Onsite IT support
* ServiceNow, ConnectWise, Autotask, Jira, Zendesk or similar systems
* Microsoft 365
* Teams / Slack
* CRM or ticketing systems
* Scheduling / workforce management platforms

## About IT HERO

IT HERO is an Australian IT services company providing **nationwide onsite IT services**.

We work with organisations requiring reliable technical resources across Australia, including onsite deployments, installations, IT projects, infrastructure support, asset management and field services.

Our team includes technicians, project managers, project coordinators, network engineers, wireless engineers, network architects and other technical specialists.

We operate on a **partner-only, vendor- and technology-neutral model**, with a focus on reliability, flexibility and professional service delivery.

Our experience includes working with organisations such as **Woolworths, Flight Centre, Cartology, Big W, BWS, TechMedia and Dan Murphy's**.

## Hours & Engagement

This is a **freelance/contract position**.

We are open to discussing:

* Part-time
* Full-time
* Ongoing contract
* Flexible arrangements

The successful candidate must have sufficient availability to actively coordinate jobs and respond to scheduling requirements.

Because our work involves onsite technicians and customer appointments, **responsiveness is extremely important**.

## How to Apply

Please include:

1. **A brief summary of your IT experience**
2. Your previous experience coordinating IT technicians or field services
3. Examples of the types of scheduling/logistics responsibilities you have managed
4. The IT service desk / ticketing / scheduling systems you have used
5. Your availability and preferred working hours
6. Your hourly rate
7. Your location and timezone
8. Whether you are comfortable making regular phone calls to technicians and customers

### Important

**Please do not apply if your experience is limited to general administration, data entry or virtual assistant work without IT experience.**

We are specifically looking for someone who understands **IT support + technician scheduling + onsite logistics + customer coordination**.

If you are the type of person who can look at a complicated field-service job and immediately start working out **"Who needs to go, when do they need to go, what do they need to take, where do they collect it from, who needs to be called, and what happens afterwards?"**, we'd like to hear from you.