At a Glance
- Tasks: Solve complex IT and telecom challenges while delivering smart solutions.
- Company: Join a dynamic tech company focused on innovation and customer impact.
- Benefits: Enjoy competitive salary, car allowance, and 175 hours holiday plus discounts.
- Other info: Exciting career growth opportunities in a rapidly expanding company.
- Why this job: Make a real difference in critical services with cutting-edge technology.
- Qualifications: 3-5 years in technical support, strong Linux knowledge, and customer service skills.
The predicted salary is between 37000 - 37000 € per year.
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.
Hours: 35 hours per week
Shift pattern: Primarily Monday to Friday 09:00-17:00 but will have on call rota duties TBC
Salary: up to £37,000 per annum
Car Allowance: £6,756 per annum
Location: Field based covering the South of England
Start Date: June/July 2026
Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required. 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.
APPENDO PERKS
- 175 hours holiday plus bank holidays
- 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
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.
EXPERIENCE
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
QUALIFICATIONS & TRAINING
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
SKILLS & TECHNICAL STRENGTHS
- 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
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
ROLE DESCRIPTION
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
- 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 third‑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
READY TO APPLY
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.
Field Service Engineer (Midlands) employer: Appello Careline Limited.
At Appello, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and problem-solving. As a Field Service Engineer, you'll enjoy a competitive salary, generous holiday allowance, and a range of employee benefits including discounts and a robust pension scheme. With a commitment to professional growth and a supportive environment, you will have the opportunity to make a meaningful impact while working with cutting-edge technology across the South of England.
StudySmarter Expert Advice🤫
We think this is how you could land Field Service Engineer (Midlands)
✨Tip Number 1
Get to know the company before your interview! Research their values, recent projects, and any news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about tackling complex issues, think of examples from your past experiences where you successfully resolved technical challenges. Be ready to share these during your interview.
✨Tip Number 3
Don’t forget to ask questions! Prepare a few thoughtful questions about the role or the team. This shows your enthusiasm and helps you determine if the company is the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to showcase your skills and experience directly to us.
We think you need these skills to ace Field Service Engineer (Midlands)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Field Service Engineer role. Highlight your experience with Linux environments, troubleshooting SIP-based systems, and any relevant technical qualifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about solving complex IT challenges and how your customer service skills can make a difference. Keep it concise but impactful—show us your personality!
Showcase Your Problem-Solving Skills:In your application, don’t just list your skills—give us examples of how you've tackled tough problems in the past. We love seeing real-world applications of your expertise, especially in mission-critical environments.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Appello!
How to prepare for a job interview at Appello Careline Limited.
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Linux environments, VoIP systems, and SaaS platforms. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, as this will show your hands-on experience and problem-solving skills.
✨Show Off Your Customer Service Skills
Since this role is customer-facing, prepare examples that highlight your ability to communicate technical concepts clearly to non-technical audiences. Think about times when you’ve turned a frustrated customer into a satisfied one through effective communication.
✨Prepare for Real-World Scenarios
Expect to be asked about how you would handle specific technical challenges. Practice articulating your thought process for diagnosing issues and implementing solutions, especially in mission-critical environments like telecoms or contact centres.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company and the role. Inquire about their current projects, team dynamics, or how they measure success in the field service engineer position. This demonstrates your enthusiasm and commitment to the role.
