Ready to solve what others can’t? Join us as a SysOps Field Engineer and take on complex IT and telecom challenges that keep critical services running.
Be the expert behind seamless VoIP, SaaS, and TECS performance—delivering smart solutions where they matter most.
If you thrive on problem-solving, innovation, and exceptional customer impact, this is your moment.
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 :
175 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
You’re a hands‑on technical professional who enjoys solving complex problems in real‑world environments. Confident working directly with customers, you bring strong troubleshooting skills, clear communication, and a genuine commitment to delivering reliable, high‑quality service.
Essential
3–5 years’ experience in a customer‑facing, field‑based technical support or service engineering role
Strong working knowledge of Linux environments
Hands‑on experience supporting digital telecare, IP networking, or SaaS‑based services
Proven experience troubleshooting SIP‑based communication systems, including signalling, call quality, and NAT traversal issues
Experience supporting mission‑critical environments such as telecoms, contact centres, or multi‑site operations
Familiarity with API management tools
Desirable
Experience with Technology Enabled Care Services (TECS) or SmartTEC systems
Use of diagnostic tools such as Wireshark, SIP traces, or packet analysis tools
Knowledge of TCP/IP, DNS, DHCP, VLANs, and firewall rules affecting SIP traffic
Experience working within ITIL frameworks
Awareness of JavaScript, Python, React, or Node.js
Essential
Relevant technical qualification or equivalent professional experience (e.g. networking, electronics, computing)
Understanding of network infrastructure, communication protocols, or social alarm monitoring platforms
Experience in a customer‑facing technical role
Full UK driving licence
Desirable
Technical certifications such as ITIL, CompTIA A+, CompTIA Network+, CCNP, or similar
Training or certification in TECS, SmartTEC, or digital telecare systems
Any AWS certification
Strong customer service and communication skills, with the ability to explain technical concepts clearly
Logical, efficient approach to diagnosing and resolving technical issues
Confidence delivering structured training to customers and internal teams
Experience working with cloud‑hosted services, remote device management, or firmware deployment tools
Comfortable working independently in the field and collaboratively with wider teams
Highly organised, accurate, and detail‑focused
Customer‑centric, professional, and relationship‑driven
Resilient, adaptable, and calm under pressure
Technically curious, proactive, and committed to continuous improvement
Clear and confident communicator with both technical and non‑technical audiences
As a SysOps Field Engineer, you’ll play a critical role in delivering advanced technical support to customers, ensuring their IT and telecommunication environments run smoothly and efficiently. You’ll troubleshoot and resolve complex issues across Appello’s Technology Enabled Care Services (TECS) equipment and SaaS platforms, helping maintain reliable, high-performing systems in real-world environments.
In this hands-on role, you’ll diagnose critical faults, implement robust solutions, and contribute to continuous service improvement. You’ll work with a range of technologies including VoIP and VoLTE systems, firewalls, and protocols such as STUN, while bringing valuable knowledge of Linux environments and browser-based technologies like JavaScript, React, and Node. You’ll also support the deployment of new technologies and enhancements to IT infrastructure.
Beyond technical expertise, exceptional customer service is at the heart of what you do. You’ll build strong relationships, communicate clearly with both technical and non-technical stakeholders, and provide guidance that ensures a consistently high-quality customer experience.
️Advanced Technical Support
Resolve complex connectivity issues across SIMs, IP networks, and telecare communication protocols
Diagnose critical faults, perform root cause analysis, and implement long-term solutions
Escalate high-impact or intractable issues to senior engineers with clear insights
Manage major incidents to minimise service disruption and restore operations quickly
Apply OTA firmware updates and support API and application fault management
Operate within ITIL frameworks and participate in 3rd line out-of-hours support
Customer & Technical Support
Deliver expert support via phone, email, remote tools, and on-site visits
Troubleshoot advanced hardware, software, and network issues
Support TECS devices and platforms including SmartLife, SmartBridge, DMP, and XACS
Maintain exceptional customer service, ensuring clear communication and timely resolution
Knowledge Sharing & Continuous Improvement
Develop and maintain clear technical documentation and troubleshooting guides
Collaborate with Service Management to ensure ITSM best practice adherence
Contribute to continuous service improvement initiatives
Supplier & Vendor Management
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.
