At a Glance
- Tasks: Diagnose and resolve complex IT issues while providing top-notch customer support.
- Company: Join a dynamic tech company focused on innovation and customer care.
- Benefits: Enjoy competitive salary, generous holiday, private medical insurance, and discounts.
- Other info: Exciting growth opportunities in a supportive and inclusive environment.
- Why this job: Make a real impact in the field with cutting-edge technology and customer interaction.
- Qualifications: 3-5 years in technical support with strong troubleshooting skills.
The predicted salary is between 30000 - 41000 £ per year.
Step into a role where every day brings a new challenge. As our 3rd Line Field Technician, you’ll be the expert our teams rely on. Bring your technical mastery on the road and make real impact. If you love solving the unsolvable — we want you!
Hours: 35 hours per week
Shift pattern: Monday - Friday 09:00-17:00
Salary: up to £37,000 per annum dependent on experience
Car Allowance: £6750 pa
Location: South West
Start Date: February 2026
Appello Perks:
- 175 hours holiday pa plus Bank Holidays
- Private Medical Insurance - Individual over 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
- Smartec benefit - discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
THE ROLE
As a 3rd Line Service Desk Engineer (field based) you’ll be the go‑to expert supporting Appello’s TECS equipment and SaaS platforms. You’ll diagnose complex IT and telecoms issues, implement effective fixes, and keep critical services running smoothly for customers across the UK. This role blends hands‑on technical problem‑solving with exceptional customer service — both remotely and out in the field.
What you will be doing:
- Resolve advanced hardware, software, and network issues, ensuring systems stay reliable and connected.
- Support digital telecare devices, SaaS platforms, and communication technologies including SIP, VoIP/VoLTE, and telecare protocols.
- Deliver clear, confident training to customers on using TECS systems, alarms, and management platforms.
- Record activities accurately, produce clear reports, and help improve documentation and processes.
- Work closely with engineering, product, and operational teams to resolve complex issues and support new releases.
- Independently plan your workload, prioritise effectively, and maintain high standards while working on‑site or remotely.
ABOUT YOU
You’re an experienced technical support professional who thrives in customer‑facing, field‑based environments. With a strong grounding in IT, telecoms, or digital care technologies, you’re confident troubleshooting complex issues, delivering hands‑on support, and representing the business with professionalism and clarity. You enjoy solving problems others can’t, and you bring both technical expertise and exceptional customer service to every interaction.
What You Bring:
- 3–5 years’ experience in a field‑based technical support or service engineering role.
- Strong troubleshooting skills across digital telecare, IP networking, or SaaS‑based systems.
- Experience working with SIP‑based communication systems, diagnosing signalling, call quality, and NAT‑related issues.
- Background supporting mission‑critical environments such as telecoms, contact centres, or multi‑site operations.
- Confidence delivering on‑site installations, commissioning, and customer training.
Nice to Have:
- Experience with TECS, SmartTEC, or digital telecare systems.
- Familiarity with diagnostic tools such as Wireshark, SIP tracing, or packet capture utilities.
- Understanding of TCP/IP, DNS, DHCP, VLANs, firewalls, and how they impact SIP or telecare traffic.
- Knowledge of telecare monitoring platforms, digital alarm receivers, IoT protocols, or cloud‑based device management.
Qualifications & Knowledge:
- A recognised technical qualification or equivalent experience in networking, electronic engineering, or computing.
- Solid understanding of network infrastructures and communication protocols.
- Experience in a customer‑facing technical role and a full UK driving licence.
- (Desirable) Certifications such as ITIL, CompTIA A+/Network+, CCNP, IOSH, or TECS/SmartTEC training.
Personal Attributes:
- Independent, organised, and able to manage workload effectively in the field.
- Strong communicator who can simplify technical concepts for all audiences.
- Customer‑focused and relationship‑driven, with a commitment to high service standards.
- Resilient, adaptable, and comfortable working under pressure or with multiple priorities.
- Curious, proactive, and always looking to learn, improve, and innovate.
- Strong analytical thinker with a methodical approach to diagnosing issues.
READY TO APPLY
If you are interested in this role please upload your CV and answer a few questions about yourself.
OTHER INFORMATION
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.
3rd Line Service Desk Techician - Field Based (SW) employer: Appello Careline Limited.
At Appello, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a 3rd Line Service Desk Technician in the South West, you'll enjoy competitive benefits including a generous holiday allowance, private medical insurance, and a supportive environment that encourages professional growth and development. Join us to make a real impact while enjoying the perks of working for a company that values its employees and their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Service Desk Techician - Field Based (SW)
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Appello Careline Limited. values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Appello Careline Limited. might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Appello Careline Limited.!
✨Direct Apply to Appello Careline Limited.
Let's not forget to apply directly through the Appello Careline Limited. website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 3rd Line Service Desk Techician - Field Based (SW)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Appello Careline Limited..
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Appello Careline Limited.. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Appello Careline Limited.
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
