Job Description

Job Category: Information Technology
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About the Role
DP World plays a critical role in enabling global trade by delivering smart logistics solutions, reliable IT systems, and innovative technology that supports operational excellence across our sites.
We are currently recruiting for an IT Field Service Engineer within our IT function. This role is responsible for ensuring IT systems operate efficiently and cost-effectively, providing a stable foundation for business growth. The position supports both internal teams and customer environments, delivering swift resolution to end-user queries, production incidents, and system issues while contributing to the implementation of new technologies and process automation.
This role provides hands-on first-line support across site-based IT infrastructure, applications, and hardware, while working closely with third-party suppliers, internal stakeholders, and customers to ensure service levels, KPIs, and compliance standards are met.
Location : Coleshill based with 25% travel across UK
Hours : Monday - Friday
Contract: Permanent
How you will contribute

• Provide first-line support for all IT hardware across site operations, including both DP World (syncreon) and customer equipment, liaising with third-party support providers where required.
• Deliver desktop and application support, including installation, configuration, troubleshooting, and end-user assistance for service requests.
• Configure, maintain, and manage production system data, supporting inputs and outputs that enable operational systems such as dashboards, business intelligence tools, and bespoke local applications.
• Manage and execute IT support tickets on a daily basis, both internally and with external customer support functions where applicable.
• Maintain accurate asset management records, ensuring all site equipment is logged, tracked, and updated within site registers and the centralised CMDB.
• Create and maintain site-specific IT documentation, including Knowledge Base articles, user guides, Single Point Lessons, and production documentation.
• Deliver IT training to end users to address knowledge gaps and improve adoption of systems and applications.
• Support root cause analysis of production issues and contribute to long-term corrective and preventative actions.
• Participate in User Acceptance Testing (UAT) for system enhancements, upgrades, and process changes impacted by IT systems.
• Build and maintain strong working relationships with internal teams, customers, suppliers, and third-party partners.
• Ensure all documentation, audits, and procedures are kept up to date and aligned with ISO 9001, customer standards, and internal policies.
• Carry out other duties as assigned, in line with business and operational requirements.

What you will bring
Qualifications
A solid understanding of IT fundamentals, typically gained through college-level education or above, or equivalent professional experience within an IT support environment.
Experience & Skills

• Proven experience providing hands-on IT support in a fast-paced operational or production environment.
• Strong working knowledge of desktop hardware, laptops, peripherals, and break-fix troubleshooting.
• Good understanding of desktop operating systems (Windows 7, Windows 10, Windows 11) and exposure to basic enterprise administration tasks.
• High level of competence with common desktop applications, including Microsoft Office.
• Experience managing IT assets, documentation, and configuration records.
• Ability to create clear, structured process documentation, user guides, and training materials.
• Exposure to ERP, MRP, or WMS systems is advantageous.
• Strong problem-solving skills with the ability to identify root causes and contribute to long-term solutions.
• Excellent communication skills, with the ability to support non-technical users and collaborate effectively with internal and external stakeholders.
• High attention to detail, strong organisational skills, and the ability to manage multiple priorities.
• Professional integrity, discretion, and the ability to handle confidential information appropriately.

Our Standards & Values
At DP World, we are committed to operational excellence, ethical conduct, and building inclusive, high-performing teams. All employees are expected to:

• Perform duties with care, diligence, professionalism, and integrity.
• Strive for the highest ethical standards, beyond minimum legal or procedural requirements.
• Treat colleagues, customers, and partners with respect and professionalism.
• Comply with health, safety, environmental, and security policies relevant to their role.
• Protect confidential business information and avoid conflicts of interest.
• Behave in a manner that enhances the reputation of DP World.

Compensation
DP World offers exciting and challenging roles within a growing international organisation. We provide a market-competitive compensation package, along with opportunities for learning, development, and career progression in an inclusive and supportive environment.
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 more than 103,000 employees across 75 countries, DP World is transforming trade through innovation, technology, and end-to-end supply chain solutions across Ports and Terminals, Marine Services, Logistics, and Technology.

Skills Required