At a Glance
- Tasks: Provide advanced IT support and resolve complex technical issues in a dynamic environment.
- Company: Join Appello, a forward-thinking tech company with a vibrant culture.
- Benefits: Enjoy competitive salary, generous holiday, discounts, and a supportive work environment.
- Other info: Exciting growth opportunities and a commitment to equal opportunities for all applicants.
- Why this job: Make a real impact by solving challenging problems and supporting critical operations.
- Qualifications: 3-5 years in IT support, strong troubleshooting skills, and knowledge of networking systems.
The predicted salary is between 37000 - 37000 £ per year.
Overview
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.
Third Line Product Support Technician employer: TieTalent
At TieTalent, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. Located in the picturesque New Milton, Hampshire, our team enjoys generous benefits including 161 hours of holiday, a robust pension scheme, and various discounts, all while working in a dynamic environment that fosters continuous learning and collaboration. Join us to be part of a forward-thinking company where your contributions truly matter and career advancement is encouraged.
StudySmarter Expert Advice🤫
We think this is how you could land Third Line Product Support Technician
✨Tip Number 1
Network like a pro! Attend industry meetups or tech events where you can connect with other IT professionals. You never know who might have the inside scoop on job openings or can refer you directly to hiring managers.
✨Tip Number 2
Show off your skills! Create a portfolio or GitHub repository showcasing your projects and technical expertise. This gives potential employers a tangible look at what you can do, especially for roles like Third Line Product Support Technician.
✨Tip Number 3
Prepare for interviews by practising common technical questions and scenarios related to SIP, VoIP, and server management. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us.
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 is tailored to the Third Line Product Support Technician role. Highlight your relevant experience, especially in advanced networking and server management, to show us you’re the right fit!
Show Off Your Skills:Don’t hold back on showcasing your technical skills! Mention your hands-on experience with SIP-based communication systems and any certifications you have. We want to see what makes you stand out!
Be Clear and Concise:When answering application questions, keep it clear and concise. Use bullet points if necessary to make it easy for us to read. We appreciate straightforward communication!
Apply Through Our Website:Remember to apply through our website! It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at TieTalent
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of SIP-based communication systems, Linux and Windows environments, and AWS infrastructure. Be ready to discuss specific troubleshooting scenarios you've encountered in your previous roles, as this will showcase your hands-on experience.
✨Show Off Your Problem-Solving Skills
Prepare to share examples of complex technical issues you've resolved. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and how you approach problem-solving under pressure.
✨Communicate Clearly and Confidently
Since you'll be liaising with both technical teams and non-technical stakeholders, practice explaining complex concepts in simple terms. This will demonstrate your strong communication skills and ability to adapt your message to different audiences.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared about the team dynamics, ongoing projects, or the company's future plans. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
