Are you a passionate Network Engineer who loves solving complex challenges and making an impact? Join us and play a key role in keeping critical systems running smoothly, securely, and efficiently. You’ll take ownership of issues from start to finish, collaborate with talented teams, and help deliver seamless, high-quality service experiences for our customers.
This role is a UK based role and any hybrid/remote work must also be within the UK.
For this role, you need 5mpbs upload and 15mpbs download internet speed
Appello Perks :
161 hours holiday plus bank holidays
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends’ discounts on our services & products
Pension Scheme, up to 4% Company matched
Free on-site parking
EXPERIENCE/ QUALIFICATIONS
3–5 years’ experience in a Network Administration or similar technical support role
Strong knowledge of Linux environments and familiarity with API management tools
Hands-on experience troubleshooting IP networks, SIP-based systems, and SaaS platforms
Confident diagnosing issues such as call quality, signalling errors, and NAT traversal challenges
Experience supporting mission-critical environments (e.g. telecommunications, contact centres, or multi-site operations)
Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VLANs, and firewall rules
Ideally experienced with TECS, SmartTEC, or digital telecare systems and tools like Wireshark or SIP tracing
Familiar with ITIL frameworks and best practices, with relevant certifications (e.g. CompTIA, CCNP, ITIL)
Exposure to cloud technologies (AWS/Azure) and scripting languages such as JavaScript or Python is advantageous
SKILLS & ATTRIBUTES
Strong communication skills with the ability to explain technical concepts clearly
Proven problem-solver with a methodical and analytical approach
Customer-focused, delivering high-quality service and building strong relationships
Highly organised, detail-oriented, and able to manage multiple priorities under pressure
Proactive, curious, and committed to continuous learning and improvement
Confident working with both technical and non-technical stakeholders
Passionate about technology, innovation, and improving customer outcomes
As a Network Engineer, you’ll play a vital role in ensuring the smooth, secure, and reliable operation of our systems and services. You’ll be responsible for diagnosing and resolving faults using a structured, methodical approach—leveraging remote tools, system logs, and network checks to identify root causes and restore service as quickly as possible.
You’ll take full ownership of support tickets from initial investigation through to resolution, providing clear, timely, and accurate communication to customers and stakeholders throughout. Alongside resolving issues, you’ll proactively analyse recurring incidents and service trends, contributing to root cause analysis and continuous improvement initiatives to enhance service quality and reduce repeat faults.
Working collaboratively with service desk teams, system operations, product teams, and third-party suppliers, you’ll coordinate effective solutions and ensure customer issues are progressed efficiently. You’ll also support the introduction of new products and services by testing processes, identifying risks, and driving operational improvements.
In this role, you’ll maintain and secure network infrastructure while creating and updating documentation, knowledge base articles, and troubleshooting guides to support team consistency and knowledge sharing. With a strong foundation in telecommunications technologies such as VoIP, VoLTE, firewalls, and STUN protocols—and ideally some exposure to Linux and scripting—you’ll bring both technical expertise and a customer-first mindset.
Exceptional customer service is at the heart of this role, requiring strong communication skills, a collaborative approach, and the ability to translate complex technical issues into clear, actionable solutions.
Provide advanced technical support, resolving complex network issues across SIMs, IP networks, and telecare systems
Diagnose faults, perform root cause analysis, and restore services with minimal disruption
Manage high-impact incidents, ensuring timely resolution and business continuity
Maintain and validate network security standards
Support API integrations and work within ITIL frameworks and processes
Participate in 3rd line out-of-hours support when required
Troubleshoot and resolve escalated issues across infrastructure, telecare devices, and SaaS platforms
Collaborate with Service Desk and operational teams to deliver effective resolutions
Escalate critical issues appropriately and contribute to structured problem management
Deliver a high standard of customer service with clear, professional communication
Create and maintain documentation, troubleshooting guides, and knowledge base articles
Ensure adherence to ITSM processes across all activities
Work closely with internal teams and third-party suppliers to resolve complex issues
Support vendor management and help maintain service level agreements (SLAs)
If you are interested in this role please upload your CV and answer a few questions about yourself.
This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
