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: Be the expert behind seamless VoIP and SaaS performance in real-world environments.
- Qualifications: 3-5 years in technical support with strong Linux and troubleshooting 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.
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: £6756.00 per annum
Location: Field based covering the North 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.
Appello 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.
Your 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
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
- 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 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 XACSM
- 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.
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.
Field Service Engineer: VoIP, SaaS & IT Ops Pro in New Milton 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 supportive pension scheme. With a commitment to professional growth and a focus on delivering high-quality customer service, you'll be part of a forward-thinking team dedicated to making a meaningful impact in the IT and telecom sectors across the North of England.
StudySmarter Expert Advice🤫
We think this is how you could land Field Service Engineer: VoIP, SaaS & IT Ops Pro in New Milton
✨Tip Number 1
Get your networking game on! Attend industry meetups or tech events where you can connect with professionals in the field. You never know who might be looking for a Field Service Engineer like you!
✨Tip Number 2
Show off your skills! Consider creating a portfolio or a personal website that highlights your technical projects and problem-solving experiences. This can really set you apart when chatting with potential employers.
✨Tip Number 3
Practice makes perfect! Prepare for interviews by role-playing common technical scenarios you might face as a SysOps Field Engineer. This will help you articulate your thought process and troubleshooting skills clearly.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Field Service Engineer: VoIP, SaaS & IT Ops Pro in New Milton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with VoIP, SaaS, and IT Ops. We want to see how your skills match the role, so don’t be shy about showcasing your troubleshooting prowess and customer service experience!
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 you can make a real impact at StudySmarter. Keep it engaging and relevant to the job description.
Showcase Your Technical Skills:Don’t forget to mention your hands-on experience with Linux environments and any relevant technical certifications. We love seeing candidates who are technically curious and proactive in their approach!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it’s super easy!
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 VoIP, SaaS, and IT operations. Be ready to discuss your hands-on experience with Linux environments and troubleshooting SIP-based communication systems. The more specific examples you can provide, the better!
✨Show Off Your Problem-Solving Skills
Prepare to share real-world scenarios where you've tackled complex technical issues. Think about how you diagnosed faults and implemented solutions in mission-critical environments. This will demonstrate your ability to think on your feet and deliver results under pressure.
✨Communicate Clearly and Confidently
Since this role involves working directly with customers, practice explaining technical concepts in simple terms. You want to show that you can bridge the gap between technical jargon and customer understanding, ensuring everyone is on the same page.
✨Be Ready for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to field service challenges. Prepare to outline your thought process and the steps you'd take to resolve issues, especially those involving connectivity and network protocols. This will highlight your logical approach and technical curiosity.
