3rd Line Service Desk Technician - Field Based (NORTH)

️ Step into a role where every day brings a new challenge. As our 3rd Line Field Technician, you'll be the expert our teams rely on. Bring your technical mastery on the road and make real impact. If you love solving the unsolvable - we want you!

️Hours: 35 hours per week, As a 3rd Line Service Desk Engineer (field based) you'll be the go-to expert supporting Appello's TECS equipment and SaaS platforms. You'll diagnose complex IT and telecoms issues, implement effective fixes, and keep critical services running smoothly for customers across the UK. This role blends hands-on technical problem-solving with exceptional customer service - both remotely and out in the field.

️What you will be doing

• Resolve advanced hardware, software, and network issues, ensuring systems stay reliable and connected.
• Support digital telecare devices, SaaS platforms, and communication technologies including SIP, VoIP/VoLTE, and telecare protocols.
• Deliver clear, confident training to customers on using TECS systems, alarms, and management platforms.
• Record activities accurately, produce clear reports, and help improve documentation and processes.
• Work closely with engineering, product, and operational teams to resolve complex issues and support new releases.
• Independently plan your workload, prioritise effectively, and maintain high standards while working on-site or remotely.

Do you have a valid Driving Licence license?, Do you have experience in VoIP?, You're an experienced technical support professional who thrives in customer-facing, field-based environments. With a strong grounding in IT, telecoms, or digital care technologies, you're confident troubleshooting complex issues, delivering hands-on support, and representing the business with professionalism and clarity. You enjoy solving problems others can't, and you bring both technical expertise and exceptional customer service to every interaction., * 3-5 years' experience in a field-based technical support or service engineering role.

• Strong troubleshooting skills across digital telecare, IP networking, or SaaS-based systems.
• Experience working with SIP-based communication systems, diagnosing signalling, call quality, and NAT-related issues.
• Background supporting mission-critical environments such as telecoms, contact centres, or multi-site operations.
• Confidence delivering on-site installations, commissioning, and customer training.

Nice to Have

• Experience with TECS, SmartTEC, or digital telecare systems.
• Familiarity with diagnostic tools such as Wireshark, SIP tracing, or packet capture utilities.
• Understanding of TCP/IP, DNS, DHCP, VLANs, firewalls, and how they impact SIP or telecare traffic.
• Knowledge of telecare monitoring platforms, digital alarm receivers, IoT protocols, or cloud-based device management., * A recognised technical qualification or equivalent experience in networking, electronic engineering, or computing.
• Solid understanding of network infrastructures and communication protocols.
• Experience in a customer-facing technical role and a full UK driving licence.
• (Desirable) Certifications such as ITIL, CompTIA A+/Network+, CCNP, IOSH, or TECS/SmartTEC training.

Personal Attributes

• Independent, organised, and able to manage workload effectively in the field.
• Strong communicator who can simplify technical concepts for all audiences.
• Customer-focused and relationship-driven, with a commitment to high service standards.
• Resilient, adaptable, and comfortable working under pressure or with multiple priorities.
• Curious, proactive, and always looking to learn, improve, and innovate.
• Strong analytical thinker with a methodical approach to diagnosing issues.

Pulled from the full job description

• Employee discount
• Company pension
• Private medical insurance, * 175 hours holiday pa plus Bank Holidays
• Private Medical Insurance - Individual over
• 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
• Smartec benefit
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more

This is an exciting time at the Appello group - 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.