Field Service Engineer
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.
Job Details
- 35 hours per week, Monday to Friday 09:00‑17:00, with on‑call rota duties
- Salary up to £37,000 per annum
- Car allowance £6,756 per annum
- Field based covering the South of England
- Start date June/July 2026
- Subject to pre‑employment screening, including basic DBS checks and two years of referencing. Screening must be completed prior to start date, and start date may be adjusted if required.
- UK based role; any remote work must be within the UK
- Internet speed requirement: 5 Mbps upload and 15 Mbps download
Perks
- 175 hours holiday plus bank holidays
- Discounts on groceries, shopping, holidays, insurance, restaurants, and more
- 24/7 employee assistance programme with an app
- Family and friends’ discounts on services & products
- Pension scheme, up to 4 % company matched
- Free on‑site parking
About You
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 Experience
- 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
- 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 Qualifications & Training
- 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 Qualifications & Training
- 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
Skills & Technical Strengths
- Strong customer service and communication skills, 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
Personal Attributes
- 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
What’s The Role?
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.
What You’ll Be Doing
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
- Elevate 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
- Collaborate with third‑party vendors to resolve complex technical challenges
- Support the management and delivery of SLAs with external partners
Equal Opportunity Statement
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.
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