Network Engineer in New Milton

Overview: Network Engineer at Appello – design and manage the IP networks that keep our award-winning digital telecare services safe, reliable, and connected.

Responsibilities:

• Design, deploy, and maintain Appello’s network infrastructure (LAN, WAN, VLANs, Wi-Fi, DNS, DHCP, routing) to ensure high availability and performance across sites and remote environments.
• Provide 4th line support for complex, escalated network and connectivity issues, using tools such as Wireshark, SIP tracing, and packet capture to diagnose root causes and deliver long-term fixes.
• Enable mission-critical digital communications for Appello’s telecare solutions (Smart Living Solutions, SmartConnect, SmartBridge), ensuring resilient SIP/VoIP and digital alarm signalling via NOWIP (BS 8521-2) and SCAIP.
• Safeguard network security by implementing strong controls, managing firewalls and access policies, conducting vulnerability assessments, and staying ahead of emerging cyber threats in telecare environments.
• Ensure compliance with UK GDPR, the Data Protection Act 2018, and TSA standards, protecting the personal data of vulnerable service users through secure firewall, VPN, and network access configurations.
• Deliver clear technical guidance to customers, housing providers, local authorities, and partners on network connectivity, IP configuration, and digital telecare integrations—remotely and on-site.
• Monitor and optimise network performance, analysing capacity and availability to reduce First Time Call Failures (FTCFs) and improve reliability of digital careline services.
• Manage third-party providers, working with ISPs and telecoms partners to maintain service levels and support the transition to All-IP services.

Requirements:

• Proven experience as a Network Engineer, Network Administrator, or similar role within a technical environment such as telecoms, managed services, or technology-enabled care.
• Strong technical knowledge of IP networking, SIP/VoIP, TCP/IP, DNS, DHCP, VLANs, firewalls, and cloud technologies, ideally within life-safety or mission-critical systems.
• Demonstrated troubleshooting expertise, including diagnosing and resolving complex network issues using tools such as Wireshark, SIP tracing, and packet capture utilities.
• Excellent problem-solving skills, able to work calmly and methodically in high-pressure scenarios where uptime directly impacts safety and wellbeing.
• Clear communicator, capable of producing high-quality technical documentation and delivering step-by-step guidance to colleagues, customers, and non-technical stakeholders.
• Relevant technical qualification in networking, telecommunications, or IT (e.g. Cisco CCNA/CCNP, CompTIA Network+, or equivalent).
• Hands-on experience with IT infrastructure and IP configuration, including routers, switches, firewalls, and SIP/VoIP systems in live operational environments.
• Experience in technical support environments, including incident management, change control, and service improvement activities.
• Proficiency with Microsoft tools, including Excel, Teams, and related platforms for reporting, documentation, monitoring, and collaboration.

Desirable Requirements:

• Experience or knowledge of the Telecare / Technology Enabled Care (TEC) sector, particularly the transition from analogue PSTN to digital All-IP services.
• Familiarity with telecare standards and protocols, including TSA Code of Practice, BS 8521-2 (NOWIP), and SCAIP / CENELEC TS 50134-9.
• Additional IT or service management qualifications, such as ITIL Foundation, CompTIA Network+ (if not already held), or relevant security certifications.

Skills & Personal Attributes:

• Confident communicator, able to engage effectively with technical teams, customers, housing providers, local authorities, and senior stakeholders.
• Highly analytical and structured, capable of diagnosing issues across complex, multi-vendor network environments.
• Empathetic and purpose-driven, with a genuine commitment to improving outcomes for elderly and vulnerable people.
• Collaborative and self-motivated, able to work independently while contributing positively to a wider technical team.
• Customer-focused mindset, understanding that network reliability directly affects safety, independence, and quality of life.
• Technically curious, with a strong interest in emerging technologies such as IoT, cloud networking, digital telecare, and the evolving All-IP landscape.

The Role: This role is responsible for designing, securing, and supporting Appello’s mission-critical network infrastructure that underpins life-saving digital telecare services. You will ensure resilient, secure, and high-performing connectivity across customer environments, monitoring centres, and cloud platforms. You will act as a trusted technical authority for complex network issues, support Appello’s transition to All-IP services, and help protect the data and wellbeing of vulnerable service users through robust, compliant network solutions.

Ready to Apply: If you are interested in this role please upload your CV and answer a few questions about yourself.

Equal Opportunity: We are committed to equal opportunities and welcome applicants regardless of religion, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, please contact the careers team on 01425 626337.