Systems Engineer

Jobtailor; Norwich; On-site; GBP 32,000 - 52,000; Full time

Job summary

Jobtailor in the United Kingdom is seeking an experienced technical support professional to provide advanced IT, network, and telecommunication assistance across TECS devices, telecare systems, and SaaS platforms. The role demands strong diagnostics, issue resolution, and clear communication with customers and colleagues.

Responsibilities include handling high‑impact incidents, collaborating with vendors, and contributing to knowledge bases and service improvements.

Qualifications

• 3–5 years in a customer-facing technical support, service engineering, or field-based role.
• Strong knowledge of Linux environments with hands-on troubleshooting.
• 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.

Responsibilities

• 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.

Skills

Linux environments

Troubleshooting

SIP/VoIP

Networking

API management

Cloud services

Incident management

Communication

Driving licence

Education

Full UK Driving Licence

Tools

SaaS Platforms

Telecare Systems

Remote Device Management

ITIL Processes

Job description

Responsibilities

• 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

Requirements

• 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

Core Competencies

Demonstrates expertise in providing advanced technical support for IT, network, and telecommunication issues, with a strong focus on troubleshooting, root cause analysis, and service improvement. Proficient in managing high‑impact incidents and communicating effectively with both technical and non‑technical stakeholders.

Certifications & Qualifications

• Full UK Driving Licence

Tools & Technologies

• SaaS Platforms
• Telecare Systems
• Remote Device Management
• ITIL Processes