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For Companies At a Glance
- Tasks: Provide advanced technical support and troubleshoot complex IT issues.
- Company: Join Appello, a dynamic company focused on innovative IT solutions.
- Benefits: Enjoy 161 hours of holiday, discounts, and a pension scheme.
- Why this job: Be part of a fast-paced team, enhancing your skills in a supportive environment.
- Qualifications: 3-5 years in IT support, strong knowledge of networking and server management required.
- Other info: Exciting growth opportunities await as we expand our team!
The predicted salary is between 30000 - 41000 £ per year.
Overview
Join to apply for the Third Line Product Support Technician role at TieTalent.
Hours: 35 hours per week
Shift pattern: Monday to Friday 09:00-17:00 and on call rota.
Salary: up to £37,000 pa dependant on experience
Location: New Milton, Hampshire, UK
This role is a UK based role and any hybrid/remote work must also be within the UK.
Start Date: July/August 2025
For this role, you need 5mbps upload and 15mbps download internet speed.
Appello Perks
- 161 hours holiday rising to 175 hours with length of service 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.
- Cycle to work incentive.
- Pension Scheme, up to 4% Company matched.
- Free on-site parking.
About You
We are seeking a highly skilled and proactive Third Line IT Service Desk Technician to join our dynamic IT team. This role is pivotal in ensuring the seamless operation of our IT infrastructure by resolving complex technical issues escalated from first- and second-line support.
You’ll be a subject matter expert in advanced networking, server management, and telecommunication systems, playing a key role in maintaining high service levels and supporting business-critical operations.
You will possess excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues efficiently. Strong communication skills are essential for effectively liaising with both technical teams and non-technical stakeholders.
You can thrive under pressure, manage multiple priorities, and remain focused in a fast-paced environment. A proactive and self-motivated approach, coupled with a commitment to continuous learning and professional development, is key to success in this position.
Essential Skills & Experience
- Proven experience of at least 3-5 years in a second or third-line IT support role, managing escalated issues and providing advanced troubleshooting.
- At least 3–5 years of hands-on experience working with SIP-based communication systems.
- Strong knowledge of Linux and Windows systems.
- Experience with FreeSwitch.
- Experience with AWS infrastructure and cloud services.
- Deep understanding of SIP, VoIP, VoLTE, STUN, and firewall bridging.
- Proficiency in Node.js application support and server diagnostics.
- Hands-on experience using tools for SIP analysis, such as Wireshark, SIP Traces, or packet analysers.
- Excellent problem-solving and communication skills.
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Certifications such as Microsoft Certified: Azure Administrator, or equivalent.
Desirable
- Familiarity with TCP/IP, DNS, DHCP, VLANs, and firewall rules affecting SIP communications.
- Advanced certifications like CCNP, Microsoft Certified: Azure Solutions Architect, or AWS equivalent.
- ITIL Foundation certification.
The Role
Key Responsibilities
- Advanced Technical Support: Resolve complex hardware, software, and network issues escalated from lower-tier support. Conduct root cause analysis and implement long-term solutions. Manage high-impact incidents to ensure minimal business disruption.
- Server & Application Support: Troubleshoot server issues across cloud (AWS), on-premise, and embedded environments. Support applications written in Node.js and manage FreeSwitch systems. Apply over-the-air firmware updates and monitor system performance.
- SIP, VoIP & Network Management: Maintain and troubleshoot SIP-based communication systems including VoIP and VoLTE. Configure SIP trunks and resolve complex call routing and quality issues. Manage network configurations affecting SIP traffic, including firewalls, NAT, and QoS.
- Knowledge Sharing & Documentation: Mentor junior technicians and contribute to internal training. Create and maintain detailed documentation and system diagrams.
- Vendor & Supplier Liaison: Collaborate with third-party vendors to resolve technical issues. Assist in managing SLAs and ensuring service quality.
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 Appello. We are a company on the move and now is a perfect time to join our team. We’re 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, please contact the careers Team on 01425 626337.
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Third Line Product Support Technician employer: TieTalent
Contact Detail:
TieTalent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Third Line Product Support Technician
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as SIP-based communication systems and AWS infrastructure. Being able to discuss your hands-on experience with these tools during the interview will demonstrate your suitability for the role.
✨Tip Number 2
Prepare to showcase your problem-solving skills by thinking of examples where you've resolved complex technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easier for the interviewer to understand your thought process.
✨Tip Number 3
Since communication is key in this role, practice explaining technical concepts in simple terms. This will help you connect with non-technical stakeholders and show that you can bridge the gap between technical and non-technical teams.
✨Tip Number 4
Research Appello's company culture and values. Be prepared to discuss how your personal values align with theirs, as cultural fit is often just as important as technical skills in the hiring process.
We think you need these skills to ace Third Line Product Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in third-line roles. Emphasise your skills in advanced networking, server management, and any specific technologies mentioned in the job description, such as SIP-based communication systems and AWS.
Craft a Strong Cover Letter: Write a cover letter that showcases your problem-solving abilities and your proactive approach. Mention specific examples of how you've resolved complex technical issues in previous roles, and express your enthusiasm for joining the team at TieTalent.
Highlight Certifications: If you have certifications like Microsoft Certified: Azure Administrator or CCNP, make sure to include them prominently in your application. This will demonstrate your commitment to professional development and your qualifications for the role.
Prepare for Technical Questions: Be ready to discuss your hands-on experience with tools like Wireshark and your knowledge of SIP, VoIP, and network management during the interview process. Prepare examples of past challenges you've faced and how you overcame them.
How to prepare for a job interview at TieTalent
✨Showcase Your Technical Expertise
Be prepared to discuss your hands-on experience with SIP-based communication systems, Linux and Windows environments, and AWS infrastructure. Highlight specific examples of complex issues you've resolved in previous roles to demonstrate your problem-solving skills.
✨Communicate Clearly and Effectively
Since strong communication skills are essential for this role, practice explaining technical concepts in a way that non-technical stakeholders can understand. This will show your ability to bridge the gap between technical teams and other departments.
✨Demonstrate Your Proactive Approach
Share instances where you took the initiative to improve processes or resolve issues before they escalated. This will illustrate your proactive mindset and commitment to maintaining high service levels.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your troubleshooting abilities under pressure. Practice articulating your thought process when diagnosing and resolving technical issues, as this will showcase your analytical skills and ability to manage multiple priorities.
