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- 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, car allowance, private medical insurance, and generous holiday.
- Why this job: Make a real impact by solving challenging problems in a field-based role.
- Qualifications: 3-5 years in technical support with strong troubleshooting skills required.
- Other info: Exciting growth opportunities in a supportive and inclusive environment.
The predicted salary is between 30000 - 41000 ÂŁ 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 ÂŁ37,000 per annum dependent on experience
Car Allowance: ÂŁ6750 pa
Location: South East
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 groceries, shopping, 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 Technician - Field Based (SE) employer: Appello Careline Limited.
Contact Detail:
Appello Careline Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Service Desk Technician - Field Based (SE)
✨Tip Number 1
Get your tech skills sharp! Brush up on troubleshooting techniques for digital telecare and SaaS platforms. The more confident you are in your abilities, the better you'll impress during interviews.
✨Tip Number 2
Practice your customer service skills! Remember, this role is all about solving problems while keeping customers happy. Role-play scenarios with friends or family to get comfortable explaining complex issues simply.
✨Tip Number 3
Network like a pro! Connect with industry professionals on LinkedIn or attend local tech meetups. You never know who might have a lead on your dream job or can offer valuable advice.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Appello. Don’t miss out!
We think you need these skills to ace 3rd Line Service Desk Technician - Field Based (SE)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in technical support and field-based roles. Use keywords from the job description to show we’re on the same page!
Show Off Your Problem-Solving Skills: In your application, share specific examples of how you've tackled complex IT issues. We love seeing how you’ve made an impact in previous roles!
Be Clear and Concise: When answering questions or writing your cover letter, keep it straightforward. We appreciate clarity and want to see your communication skills shine through.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your application.
How to prepare for a job interview at Appello Careline Limited.
✨Know Your Tech Inside Out
As a 3rd Line Service Desk Technician, you'll need to showcase your technical expertise. Brush up on your knowledge of digital telecare systems, SIP-based communication, and troubleshooting techniques. Be ready to discuss specific examples of complex issues you've resolved in the past.
✨Demonstrate Customer Service Skills
This role is not just about tech; it's also about people. Prepare to share experiences where you provided exceptional customer service, especially in high-pressure situations. Highlight how you simplified technical concepts for customers and ensured they felt supported.
✨Showcase Problem-Solving Abilities
Be prepared to tackle hypothetical scenarios during the interview. Think through how you would approach diagnosing and resolving advanced hardware or software issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Ask Insightful Questions
Interviews are a two-way street! Prepare thoughtful questions about the company's tech stack, team dynamics, and future projects. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
