At a Glance
- Tasks: Solve complex IT and telecom challenges while delivering smart solutions to customers.
- Company: Join a forward-thinking tech company focused on innovation and customer impact.
- Benefits: Enjoy competitive salary, generous holiday, discounts, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth and continuous improvement.
- Why this job: Make a real difference in critical services while developing your technical skills.
- Qualifications: 3-5 years in technical support, strong Linux knowledge, and excellent communication 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, with on‑call rota duties TBC
Salary: up to £37,000 per annum
Car Allowance: £6,756 per annum
Location: Field based covering the North of England
Start Date: June/July 2026
Internet speed requirement: 5 Mbps upload and 15 Mbps download
PLEASE NOTE: 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.
Appello Perks:
- 175 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 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.
Essential Experience:
- 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:
- 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 is 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, 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 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.
Equal Opportunities: 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 (North England) in New Milton employer: Appello UK
At Appello, we pride ourselves on being an exceptional employer, offering a supportive work culture that values innovation and problem-solving. As a Field Service Engineer in North England, you'll enjoy competitive benefits including a generous holiday allowance, a comprehensive employee assistance programme, and opportunities for professional growth within a dynamic team dedicated to delivering high-quality service. Join us to make a meaningful impact while enjoying the flexibility of field-based work and a strong commitment to employee well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Field Service Engineer (North England) in New Milton
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend local tech meetups or events related to IT and telecoms. You never know who might have a lead on your next job!
✨Tip Number 2
Show off your skills! If you’ve got hands-on experience with Linux or troubleshooting SIP systems, consider creating a portfolio or a blog where you can share your insights and solutions. This not only showcases your expertise but also makes you memorable.
✨Tip Number 3
Prepare for interviews like a pro! Research common technical questions related to field service engineering and practice your responses. Also, be ready to discuss how you’ve tackled complex problems in the past—real-world examples go a long way.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Appello.
We think you need these skills to ace Field Service Engineer (North England) in New Milton
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 customer-facing roles you've had. We want to see how your skills match up with 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 background makes you a perfect fit for our team. Keep it engaging and personal—let us know who you are!
Show Off Your Problem-Solving Skills:In your application, don’t just list your skills—show us how you've used them in real-world situations. Share specific examples of how you've tackled technical issues or improved processes. We love seeing that hands-on experience!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Appello UK
✨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 faced in the past, especially those involving SIP-based communication systems.
✨Show Off Your Customer Service Skills
Since this role is customer-facing, prepare examples that highlight your strong communication skills and how you've successfully resolved customer issues. Think about times when you went above and beyond to ensure a high-quality service experience.
✨Prepare for Problem-Solving Questions
Expect to be asked about complex technical challenges you've encountered. Practice articulating your thought process clearly, focusing on how you diagnose issues and implement solutions, especially in mission-critical environments.
✨Familiarise Yourself with ITIL Frameworks
Since the role involves working within ITIL frameworks, it’s a good idea to understand the basics. Be prepared to discuss how you’ve applied ITIL principles in previous roles, particularly in managing incidents and ensuring service continuity.
