Systems Engineer

As a Systems Engineer, you'll play a key role in ensuring Appello's Technology Enabled Care Services (TECS) and SaaS platforms operate seamlessly for our customers. You'll be the go-to expert for complex IT and telecommunications issues, combining technical excellence with exceptional customer service to deliver reliable, high-quality support.

What You'll Be Doing

Provide advanced technical support for complex IT, network and telecommunication issues.

Troubleshoot and resolve issues across TECS devices, telecare systems and SaaS platforms.

Diagnose connectivity issues involving SIMs, IP networks, VoIP, VoLTE and telecare communication protocols.

Perform root cause analysis on recurring or critical incidents and implement long-term solutions.

Manage high-impact incidents, ensuring minimal disruption to customers and services.

Work closely with third-party suppliers and vendors to resolve complex technical issues and maintain service excellence.

Create and maintain technical documentation, troubleshooting guides and knowledge-sharing resources.

Support the deployment of new technologies and contribute to continuous service improvement initiatives.

️ Apply firmware updates remotely and support application fault analysis and resolution.

Work within ITIL processes and participate in the out-of-hours support rota when required.

Travel to customer sites on occasion to provide hands-on support and technical assistance.

We're looking for a technically minded, customer-focused professional who enjoys solving complex challenges and delivering exceptional support. You'll combine strong technical expertise with excellent communication skills and a proactive approach to service improvement., * 3-5 years' experience in a customer-facing technical support, service engineering, or field-based role.

• Strong knowledge of Linux environments and hands-on troubleshooting experience.
• Experience supporting digital telecare, IP networking, telecommunications, or SaaS-based services.
• Understanding of SIP, VoIP and related technologies, including call quality issues, signalling errors and NAT traversal.
• Familiarity with API management tools and application fault diagnosis.
• Knowledge of network technologies such as TCP/IP, DNS, DHCP, VLANs and firewall configurations.
• Experience working with cloud-hosted services, remote device management tools, or firmware deployment platforms.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve issues effectively.
• Outstanding communication skills, able to explain technical concepts clearly to both technical and non-technical audiences.
• A full UK driving licence and willingness to travel to customer sites when required.

It Would Be Great If You Also Have

• Experience with Technology Enabled Care Services (TECS), SmartTEC or digital telecare solutions.
• Knowledge of Wireshark, SIP traces or other diagnostic and packet analysis tools.
• Experience working within an ITIL environment.
• Knowledge of JavaScript, Python, React or Node.js.
• AWS or other relevant technical certifications.
• Qualifications such as ITIL, CompTIA A+/Network+, CCNP or equivalent.

The Person We're Looking For

Passionate about delivering outstanding customer service.

Naturally curious, proactive and committed to continuous learning.

Organised, detail-oriented and able to manage multiple priorities.

Resilient and adaptable in fast-paced environments.

A logical thinker with a structured approach to problem solving.

Comfortable working independently while collaborating effectively with wider teams.

Passionate about technology, innovation and improving customer outcomes.

Pulled from the full job description

• Employee discount
• Employee assistance programme
• Free parking
• Company pension
• On-site parking, * We offer you discounts on everything from groceries and shopping through to 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

Join Appello & Careline365 as a Systems Engineer, where you'll solve complex IT and telecommunications challenges, support innovative care technology solutions, and deliver outstanding customer experiences. If you're a proactive problem-solver with strong technical expertise and a passion for making a difference, we'd love to hear from you., This is an exciting time at the Appello & Careline365- we are a company on the move and now is a perfect time to join our team. You'll gain exceptional career opportunities and will be part of a company that is continuing to expand.