IT Field Service Engineer

West Midlands, England, United Kingdom

12/23/2024

Job Description

About the Role

DP World in the UK is at the heart of Britain’s trading future, providing the right trading infrastructure, smart logistical solutions, and the benefits of freeport status to our customers.

We are currently recruiting for an IT Support Engineer within our TSS Team in the South of England. The Technical Support Services Team provide hands on support to up to 250 Manufacturing Plants in the European Region. The team provides 1st class second line support and assists with the delivery of IT infrastructure to new business wins.

In this role you will be responsible for providing first and second level support for end device equipment (laptops, desktops, printers, barcode scanners), as well as implementing standards as established by the system and network engineering teams in relation to planning and supporting the plants in the areas of desktop, WAN, LAN, servers, and disaster recovery.

Location: Office Based at one of our sites in the UK Eg Bicester or Coventry, with 50% need to travel to surrounding sites and potential occasional travel to sites in Europe

Hours: Monday – Friday 40 hours per week + Paid on call rota

Contract: Permanent

How You Will Contribute

• Provide first and second level end user support in the areas relating to all end device equipment (laptops, desktops, mobile devices, printers, barcode scanners).
• Provide first and second level diagnostic support for the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers as well as capture site specific network, server, and end device documentation
• Create/update work instructions for new tasks or as the steps for existing tasks are modified, ensures all documentation is in the proper format and is stored in the location identified by the TSS team lead
• Participate in global support on-call rotation to support the various geographic DP World plants, and to be available for on call support. Answers the telephone when called and able to connect to the DP World network within 10 minutes of notification
• Monitor emails for alert notifications from the service desk and resolves or escalates these as required
• Provide change management support during the weekend when on call
• Participate, enforce and follow DP World’s change, incident, and problem management processes and escalates, where required to the Service Desk following the predefined escalation procedure
• Adhere to DP World’ security process proactively identifying security issues and escalating these to the TSS team lead or appropriate manager as well as DP World’s purchasing processes ensuring that all IT equipment is properly tracked throughout the hardware lifecycle
• Provide onsite support for new site launches and server/network refreshes
• Other duties as assigned.
  
  

Qualifications

What you will bring

• Have a computer science qualification or the equivalent professional training and certification alongside proficient work experience within a technical field
  
  

Experience

• Solid attention to detail and the ability to create and document process and procedures
• Good verbal and written communication skills with internal IT colleagues; business leaders and external audit community
• The ability to work within a busy environment with a positive approach and maintain a high degree of confidentiality
• Excellent organizational and problem-solving skills
• A strong understanding and working knowledge of desktop hardware, operating systems and software
• A good understanding of network systems and protocols as well as server hardware and operating systems
• Strong communication skills – The ability to translate complex ideas and solutions to non-technical staff and customers.
• Problem solving - Getting to the root cause. Taking on difficult challenges and finding creative, innovative solutions.
• Exceptional critical thinking skills; Identify gaps in logic and underlying root causes of issues.
• Strong collaborator - Work independently with the ability to self-manage, with limited direction and guidance, but also successfully collaborate across dynamic and multi-cultural teams.
• Flexibility to travel – Up to 50% to other UK sites and potentially Europe.
• Languages – Able to confidently speak and write fluent English – additional languages desirable, German and Spanish.
  
  

Compensation

DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

WE MAKE TRADE FLOW

To Change What's Possible For Everyone

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.