At a Glance
- Tasks: Lead the charge in optimising IT systems and solving complex technical challenges.
- Company: Join a forward-thinking tech company focused on innovation and excellence.
- Benefits: Enjoy competitive salary, private medical insurance, and generous holiday allowance.
- Other info: Hybrid work model with excellent career growth and training opportunities.
- Why this job: Make a real impact by enhancing critical systems and mentoring future tech leaders.
- Qualifications: 3-5 years in third-line IT support with strong SIP and cloud expertise.
The predicted salary is between 55000 - 60000 £ per year.
Ready to take the lead in keeping cutting‑edge IT systems running at peak performance? We’re looking for a technical expert to own and enhance our voice, data, and cloud environments—solving complex issues, shaping future improvements, and guiding our Third Line team. If you thrive on challenge, innovation, and making an impact, this is where you belong.
Hours: 35 hours per week
Shift pattern: Monday - Friday
Salary: up to £60,000 pa dependant on experience
Location: Hybrid New Milton - expectation in office after initial training 1-2 days per month
Training: up to 2 weeks initially on site
Start Date: June/July 2026
Appello Perks:
- 175 hours holiday pa plus Bank Holidays
- Private Medical Insurance- Individual Cover
- Discounts on groceries, shopping, holidays, insurance, and more
- 24/7 employee assistance programme
- Family and friends’ discounts on our services & products
- Pension Scheme, up to 4% Company matched
- Free on-site parking
ABOUT YOU
You're an experienced technical specialist who thrives on solving complex problems, owning advanced issues, and keeping critical systems running smoothly. You’re confident working across SIP, cloud, servers, and networks — and you bring a proactive, analytical approach to everything you do. You're also someone who enjoys sharing your knowledge, supporting others, and being the expert people turn to when things get challenging.
ESSENTIAL (What You’ll Bring)
- 3–5 years’ experience in a third‑line IT support role, handling escalations and advanced troubleshooting.
- Strong hands‑on expertise with SIP‑based communication systems, including VoIP and related technologies.
- Solid Linux knowledge and experience administering server environments.
- Proven experience managing and supporting infrastructure within AWS Cloud services.
- Ability to diagnose complex SIP signalling, call quality, and NAT traversal issues.
- Skilled in using SIP analysis tools such as Wireshark, SIP traces, or packet analysers.
- Strong understanding of TCP/IP, DNS, DHCP, VLANs, and firewall rules impacting SIP traffic.
- Working knowledge of AWS Lambda or Bash.
- Solid grounding in the ITIL framework, with experience following ITIL-driven processes and controls.
DESIRABLE (Nice to Have)
- Experience working with Technology Enabled Care Services (TECS) or SmartTEC environments.
- Advanced familiarity with diagnostic tools such as Wireshark or SIP trace utilities.
- Any exposure to Node.js or application-level debugging.
WHAT YOU WILL BE DOING
In this role, you’ll take ownership of our most complex technical challenges and play a key part in keeping our systems resilient, high‑performing, and ready for the future. You’ll work across cloud, network, voice, and server environments while supporting the growth of our wider support team.
Advanced Technical Support
- Take the lead on diagnosing and resolving complex hardware, software, and network issues escalated by Tier 1 and Tier 2 teams.
- Carry out deep root‑cause analysis to eliminate recurring problems and improve system reliability.
- Manage high‑impact incidents, ensuring swift resolution and minimal business disruption.
- Oversee server fault analysis across cloud and on‑prem environments, including Linux/Windows server management.
- Troubleshoot applications—including those written in Node.js—and manage over‑the‑air firmware updates.
- Monitor performance across AWS and Azure, taking proactive action to prevent downtime.
- Work confidently within the ITIL framework to maintain service quality and compliance.
SIP, Network & Systems Management
- Maintain and optimise SIP‑based platforms, including VoIP and VoLTE solutions.
- Configure and manage SIP trunks, ensuring seamless integration with PBX systems and providers.
- Investigate and resolve advanced SIP issues—from call routing failures to quality degradation.
- Analyse and optimise network configurations impacting SIP traffic, including firewalls, NAT, and QoS.
Knowledge Sharing & Team Development
- Act as a technical mentor to first- and second-line teams, helping grow their skills and confidence.
- Produce clear, high‑quality documentation, including troubleshooting guides and system diagrams.
- Collaborate with Service Management to ensure all SysOps activities follow ITSM standards and processes.
Supplier & Vendor Collaboration
- Work closely with third‑party suppliers to resolve complex issues efficiently.
- Support the management of SLAs and maintain strong working relationships with external partners.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
Service/Systems Operations Lead in New Milton employer: Appello
At Appello, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. Our hybrid working model in New Milton allows for flexibility while providing comprehensive benefits such as private medical insurance, generous holiday allowances, and a supportive employee assistance programme. We are dedicated to the growth of our employees, offering extensive training and mentorship opportunities to ensure you thrive in your role as a Service/Systems Operations Lead.
StudySmarter Expert Advice🤫
We think this is how you could land Service/Systems Operations Lead in New Milton
✨Tip Number 1
Network like a pro! Attend industry meetups, webinars, or tech conferences to connect with others in the field. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects and achievements. This is a great way to demonstrate your expertise in SIP, cloud, and server management to potential employers.
✨Tip Number 3
Prepare for interviews by brushing up on common technical questions related to VoIP, AWS, and troubleshooting. Practise explaining complex concepts in simple terms—this will show your ability to mentor others and share knowledge.
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for talented individuals like you. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Service/Systems Operations Lead in New Milton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with SIP, cloud, and server management. We want to see how your skills align with the role of Service/Systems Operations Lead, so don’t hold back on showcasing your technical expertise!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about keeping IT systems running smoothly and how your proactive approach can make an impact at StudySmarter. Let us know what excites you about this opportunity!
Showcase Problem-Solving Skills:In your application, share specific examples of complex issues you've tackled in previous roles. We love hearing about how you’ve used your analytical skills to resolve challenges and improve system reliability—this is key for the role!
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 the role. Plus, it’s super easy—just follow the prompts and let us see what you’ve got!
How to prepare for a job interview at Appello
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of SIP-based communication systems, VoIP technologies, and AWS Cloud services. Be ready to discuss specific challenges you've faced in these areas and how you resolved them.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of complex issues you've diagnosed and resolved. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your analytical approach.
✨Familiarise Yourself with ITIL Practices
Since this role involves working within the ITIL framework, be prepared to discuss how you've applied ITIL processes in your previous roles. Think of specific instances where you improved service quality or compliance.
✨Be Ready to Mentor
This position requires you to act as a mentor to junior team members. Think about your past experiences in mentoring or training others, and be ready to explain how you can help develop their skills and confidence.
