THIRD LINE PRODUCT SUPPORT TECHNICIAN
Hours: 35 hours per week
Shift pattern: Monday to Friday 09:00-17:00 and on call rota.
Salary: up to GBP37,000 pa dependant on experience
Location: New Milton, Hampshire, UK
This role is a UK based role and any hybrid/remote work must also be within the UK.
Start Date : July/August 2025
For this role, you need 5mbps upload and 15mbps download internet speed
Appello Perks
* 161 hours holiday rising to 175 hours with length of service plus Bank Holidays.
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
* 24/7 employee assistance programme with an accessible app.
* Family and friends' discounts on services & products.
* Cycle to work incentive.
* Pension Scheme, up to 4% Company matched.
* Free on-site parking.
About You
Seeking a highly skilled Third Line IT Service Desk Technician to ensure seamless IT infrastructure operation by resolving complex escalated issues from first- and second-line support.
You should be an expert in networking, server management, and telecommunication systems, with excellent problem-solving and communication skills. Ability to work under pressure and manage multiple priorities is essential.
Essential Skills & Experience
* 3-5 years in a second or third-line IT support role.
* Experience with SIP-based communication systems.
* Strong knowledge of Linux and Windows.
* Experience with FreeSwitch, AWS, and cloud services.
* Understanding of SIP, VoIP, VoLTE, STUN, and firewall bridging.
* Proficiency in Node.js and server diagnostics.
* Experience with SIP analysis tools.
* Bachelor's degree or equivalent experience.
* Certifications such as Microsoft Certified: Azure Administrator.
Desirable
* Knowledge of TCP/IP, DNS, DHCP, VLANs, firewall rules.
* Advanced certifications like CCNP, Azure Solutions Architect, AWS.
* ITIL Foundation certification.
The Role
Key Responsibilities
* Resolve complex hardware, software, and network issues.
* Conduct root cause analysis and implement solutions.
* Manage high-impact incidents.
* Support server issues across cloud and on-premise environments.
* Support Node.js applications and manage FreeSwitch systems.
* Maintain SIP-based communication systems.
* Configure SIP trunks and resolve call quality issues.
* Manage network configurations affecting SIP traffic.
* Mentor junior technicians and contribute to documentation.
* Collaborate with vendors and manage SLAs.
Ready to Apply
If interested, upload your CV and answer a few questions about yourself.
Other Information
This is an exciting time at Appello with growth opportunities. We are committed to equal opportunities and welcome all applicants. For assistance due to disability, contact the careers team.
#J-18808-Ljbffr