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Field Service Engineer, North England
Appello UKSysOps Field Engineer delivering advanced technical support for customers' IT environments. Troubleshooting complex issues in telecommunication systems while ensuring high-quality service.
Tech Stack
Tools & technologiesAWSLinux
About the role
Key responsibilities & impact- Resolve complex connectivity issues across SIMs, IP networks, and telecare communication protocols
- Diagnose critical faults, perform root cause analysis, and implement long-term solutions
- Escalate high-impact or intractable issues to senior engineers with clear insights
- Manage major incidents to minimise service disruption and restore operations quickly
- Apply OTA firmware updates and support API and application fault management
- Deliver expert support via phone, email, remote tools, and on-site visits
- Troubleshoot advanced hardware, software, and network issues
- Support TECS devices and platforms including SmartLife, SmartBridge, DMP, and XACS
- Develop and maintain clear technical documentation and troubleshooting guides
Requirements
What you’ll need- 3–5 years’ experience in a customer‑facing, field‑based technical support or service engineering role
- Strong working knowledge of Linux environments
- Hands‑on experience supporting digital telecare, IP networking, or SaaS‑based services
- Proven experience troubleshooting SIP‑based communication systems, including signalling, call quality, and NAT traversal issues
- Experience supporting mission‑critical environments such as telecoms, contact centres, or multi‑site operations
- Familiarity with API management tools
- Relevant technical qualification or equivalent professional experience (e.g. networking, electronics, computing)
- Understanding of network infrastructure, communication protocols, or social alarm monitoring platforms
- Experience in a customer‑facing technical role
- Full UK driving licence
- Technical certifications such as ITIL, CompTIA A+, CompTIA Network+, CCNP, or similar
- Training or certification in TECS, SmartTEC, or digital telecare systems
- Any AWS certification
Benefits
Comp & perks- 175 hours holiday plus bank holidays
- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
LinuxAPI managementSIP communication systemstroubleshootingnetwork infrastructuretelecare communication protocolsOTA firmware updatesdigital telecareIP networkingSaaS services
Soft Skills
customer-facingproblem-solvingcommunicationincident managementroot cause analysistechnical documentationteam collaborationclear insightsservice restorationsupport delivery
Certifications
ITILCompTIA A+CompTIA Network+CCNPAWS certificationTECS certificationSmartTEC certificationtechnical qualification in networkingtechnical qualification in electronicstechnical qualification in computing