3rd Line Service Desk Technician

Appello Careline Limited.; Remote; GBP 37,000; Full time

Job summary

A leading technology service provider in the United Kingdom is looking for a 3rd Line Service Desk Technician. In this field-based role, you will support TECS equipment and diagnose complex IT issues. Ideal candidates will have 3–5 years’ experience and strong troubleshooting skills in digital telecare and networking. The position offers a salary of up to £37,000 pa, a car allowance, and various employee perks including private medical insurance and a pension scheme.

Benefits

175 hours holiday pa plus Bank Holidays

Private Medical Insurance

24/7 employee assistance programme

Family and friends’ discounts

Pension Scheme, up to 4% Company matched

Qualifications

• 3–5 years’ experience in field-based technical support or service engineering.
• Strong troubleshooting skills across digital telecare, IP networking, or SaaS-based systems.
• Experience with SIP-based communication systems.

Responsibilities

• Resolve advanced IT and telecoms issues.
• Support digital telecare devices and communication technologies.
• Deliver training to customers on TECS systems.

Skills

Troubleshooting skills

Customer service

Field-based technical support

Education

Technical qualification in networking or electronic engineering

Tools

Wireshark

Job description

💻3RD LINE SERVICE DESK TECHNICIAN - FIELD BASED

🛠️ 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

📅Shift pattern:Monday -Friday 09:00-17:00

💸Salary: up to £37,000 per annum dependent on experience

🚗Car Allowance: £6750 pa

📍Location:South East

📆Start Date :February 2026

😎Appello Perks

• 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

💻THE ROLE

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.

👇ABOUT YOU

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.

🛄What You Bring

• 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.

🧠Qualifications & Knowledge

• 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.

📃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 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.

We are 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, for example due to disability, please contact the careers Team on 01425 626337.