Skills & Attributes

• Strong communication skills with the ability to explain technical concepts clearly
• Proven problem-solver with a methodical and analytical approach
• Customer-focused, delivering high-quality service and building strong relationships
• Highly organised, detail-oriented, and able to manage multiple priorities under pressure
• Proactive, curious, and committed to continuous learning and improvement
• Confident working with both technical and non-technical stakeholders
• Passionate about technology, innovation, and improving customer outcomes

🌐 The Role

As a Network Engineer, you’ll play a vital role in ensuring the smooth, secure, and reliable operation of our systems and services. You’ll be responsible for diagnosing and resolving faults using a structured, methodical approach—leveraging remote tools, system logs, and network checks to identify root causes and restore service as quickly as possible.

You’ll take full ownership of support tickets from initial investigation through to resolution, providing clear, timely, and accurate communication to customers and stakeholders throughout. Alongside resolving issues, you’ll proactively analyse recurring incidents and service trends, contributing to root cause analysis and continuous improvement initiatives to enhance service quality and reduce repeat faults.

Working collaboratively with service desk teams, system operations, product teams, and third-party suppliers, you’ll coordinate effective solutions and ensure customer issues are progressed efficiently. You’ll also support the introduction of new products and services by testing processes, identifying risks, and driving operational improvements.

In this role, you’ll maintain and secure network infrastructure while creating and updating documentation, knowledge base articles, and troubleshooting guides to support team consistency and knowledge sharing. With a strong foundation in telecommunications technologies such as VoIP, VoLTE, firewalls, and STUN protocols—and ideally some exposure to Linux and scripting—you’ll bring both technical expertise and a customer-first mindset.

Exceptional customer service is at the heart of this role, requiring strong communication skills, a collaborative approach, and the ability to translate complex technical issues into clear, actionable solutions.

Advanced Technical Support

• Provide advanced technical support, resolving complex network issues across SIMs, IP networks, and telecare systems
• Diagnose faults, perform root cause analysis, and restore services with minimal disruption
• Manage high-impact incidents, ensuring timely resolution and business continuity
• Maintain and validate network security standards
• Support API integrations and work within ITIL frameworks and processes
• Participate in 3rd line out-of-hours support when required

Customer & Technical Support

• Troubleshoot and resolve escalated issues across infrastructure, telecare devices, and SaaS platforms
• Collaborate with Service Desk and operational teams to deliver effective resolutions
• Escalate critical issues appropriately and contribute to structured problem management
• Deliver a high standard of customer service with clear, professional communication

Knowledge & Collaboration

• Create and maintain documentation, troubleshooting guides, and knowledge base articles
• Ensure adherence to ITSM processes across all activities
• Work closely with internal teams and third-party suppliers to resolve complex issues
• Support vendor management and help maintain service level agreements (SLAs)

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.