Keep mission‑critical systems running—whatever it takes.
Solve complex issues across cloud, on‑prem, and front‑end platforms.
Lead from the front as the technical authority for 24/7 operations.
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
3–5 years’ experience in a third‑line IT support role handling complex escalations
Strong programming knowledge in JavaScript, Python, React, and Node
Good working knowledge of Linux and AWS cloud infrastructure
Experience with AWS Lambda and/or Bash scripting
Familiarity with API management tools
Strong experience working within ITIL frameworks and controls
Recognised technical qualification (or equivalent hands‑on experience)
Excellent customer service and communication skills
Proven ability to diagnose, troubleshoot, and resolve technical issues
Experience delivering structured technical training to customers or internal teams
Comfortable working independently and as part of a wider team
Highly organised, detail‑focused, resilient, and able to manage multiple priorities
Clear communicator with both technical and non‑technical stakeholders
Full UK driving licence
Experience with Technology Enabled Care Services (TECS) or SmartTEC systems
AWS and/or relevant technical certifications (e.g. ITIL, CompTIA, CCNP)
Hands‑on use of Wireshark, SIP traces, or packet analysis tools
Understanding of VoIP/SIP, TCP/IP, DNS, DHCP, VLANs, and firewall configurations
Experience with telecare platforms, IoT systems, or digital alarm receivers
Background in customer‑facing technical roles
Passion for innovation, automation, and continuous improvement
Love solving complex problems and keeping critical systems running smoothly?
This role is all about keeping external IT services performing at their best—from front‑end apps to cloud and embedded environments. You’ll tackle advanced issues, implement smart solutions, and help shape continuous improvement across a 24/7 operation.
Diagnosing and resolving advanced, high‑impact incidents across software and services
Acting as the technical escalation point for Tier 1 & Tier 2 support
Leading the Third Line Technician tier as a subject matter expert
Identifying risks early and preventing issues before they impact the business
Supporting new technology deployments and infrastructure improvements
Playing a key role in always‑on (24/7) service delivery
Troubleshoot complex application, code‑as‑a‑service, and systems issues
Perform root cause analysis and eliminate recurring problems
Debug front‑end code, investigate stack issues, and collaborate with tech teams
Support Windows & Linux server estates
Monitor and resolve faults across AWS and Azure
Apply firmware updates over‑the‑air to remote devices
Use tools and scripting such as AWS Lambda, Bash, and API management platforms
Work within ITIL frameworks and controls
Participate in 3rd line out‑of‑hours support aligned to business processes
JavaScript, React, Node
Linux & Windows (Cloud, On‑prem, Embedded)
AWS & Azure
APIs and serverless technologies
(Bonus points for experience with VoIP, VoLTE, firewalls, and STUN protocols)
Mentor and coach Tier 1 and Tier 2 technicians
Create and maintain clear technical documentation and troubleshooting guides
Work closely with Service Management and Service Delivery to ensure ITSM best practices
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.
