At a Glance
- Tasks: Solve complex IT and telecom challenges while supporting innovative care technology solutions.
- Company: Join Appello & Careline365, a leader in technology-enabled care services.
- Benefits: Enjoy competitive salary, generous holiday, discounts, and a supportive work environment.
- Other info: Hybrid role with opportunities for continuous learning and career growth.
- Why this job: Make a real difference in customer experiences with cutting-edge technology.
- Qualifications: 3-5 years in technical support, strong Linux knowledge, and excellent problem-solving skills.
The predicted salary is between 45000 - 45000 £ per year.
SYSTEMS ENGINEER
Join Appello & Careline365 as a Systems Engineer , where you'll solve complex IT and telecommunications challenges, support innovative care technology solutions, and deliver outstanding customer experiences.
If you're a proactive problem‑solver with strong technical expertise and a passion for making a difference, we'd love to hear from you.
- Key Information
- Hours: 35 hours per week
- Shift pattern: Monday - Friday 09:00-17:00
- Salary: up to £45,000 per annum
- Location: Hybrid Norwich 2-3 days
- Start Date: August/September 2026
- Pre‑employment screening required: Right to Work checks and two years of referencing must be completed before start date, which may be adjusted if required.
- UK based only; hybrid/remote work must also be within the UK.
Perks
- 161 hours holiday plus bank holidays
- Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more
- 24/7 employee assistance programme with an easily accessible app
- Family and friends discounts on services & products
- Pension scheme, up to 4% company matched
- Free on‑site parking
ABOUT YOU
We're looking for a technically minded, customer‑focused professional who enjoys solving complex challenges and delivering exceptional support.
You'll combine strong technical expertise with excellent communication skills and a proactive approach to service improvement.
- What you'll bring
- 3–5 years' experience in a customer‑facing technical support, service engineering, or field‑based role.
- Strong knowledge of Linux environments and hands‑on troubleshooting experience.
- Experience supporting digital telecare, IP networking, telecommunications, or Saa S‑based services.
- Understanding of SIP, Vo IP and related technologies, including call quality issues, signalling errors and NAT traversal.
- Familiarity with API management tools and application fault diagnosis.
- Knowledge of network technologies such as TCP/IP, DNS, DHCP, VLANs and firewall configurations.
- Experience working with cloud‑hosted services, remote device management tools, or firmware deployment platforms.
- Excellent problem‑solving and analytical skills, with the ability to diagnose and resolve issues effectively.
- Outstanding communication skills, able to explain technical concepts clearly to both technical and non‑technical audiences.
- A full UK driving licence and willingness to travel to customer sites when required.
- It would be great if you also have
- Experience with Technology Enabled Care Services (TECS), Smart TEC or digital telecare solutions.
- Knowledge of Wireshark, SIP traces or other diagnostic and packet analysis tools.
- Experience working within an ITIL environment.
- Knowledge of Java Script, Python, React or Node. js.
- AWS or other relevant technical certifications.
- Qualifications such as ITIL, Comp TIA A+/Network+, CCNP or equivalent.
- The person we're looking for
- Passionate about delivering outstanding customer service.
- Curious, proactive and committed to continuous learning.
- Organised, detail‑oriented and able to manage multiple priorities.
- Resilient and adaptable in fast‑paced environments.
- A logical thinker with a structured approach to problem solving.
- Comfortable working independently while collaborating effectively with wider teams.
- Passionate about technology, innovation and improving customer outcomes.
THE ROLE
As a Systems Engineer, you'll play a key role in ensuring Appello’s Technology Enabled Care Services (TECS) and Saa S platforms operate seamlessly for our customers.
You'll be the go‑to expert for complex IT and telecommunications issues, combining technical excellence with exceptional customer service to deliver reliable, high‑quality support.
- What you'll be doing
- Provide advanced technical support for complex IT, network and telecommunications issues.
- Troubleshoot and resolve issues across TECS devices, telecare systems and Saa S platforms.
- Diagnose connectivity issues involving SIMs, IP networks, Vo IP, Vo LTE and telecare communication protocols.
- Perform root‑cause analysis on recurring or critical incidents and implement long‑term solutions.
- Manage high‑impact incidents, ensuring minimal disruption to customers and services.
- Work closely with third‑party suppliers and vendors to resolve complex technical issues and maintain service excellence.
- Create and maintain technical documentation, troubleshooting guides and knowledge‑sharing resources.
- Support the deployment of new technologies and contribute to continuous service improvement initiatives.
- Apply firmware updates remotely and support application fault analysis and resolution.
- Work within ITIL processes and participate in the out‑of‑hours support rota when required.
- Travel to customer sites on occasion to provide hands‑on support and technical assistance.
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.
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Systems Engineer in Norwich employer: Appello Careline Limited.
Appello Careline Limited is an exceptional employer, offering a supportive and compassionate work environment for those dedicated to helping vulnerable individuals. With flexible remote working options, competitive pay, and a strong emphasis on employee well-being, staff are encouraged to grow and develop their skills while making a meaningful impact in the community. Join us to be part of a team that values empathy and excellence in service delivery.
