Job Title

THIRD LINE PRODUCT SUPPORT TECHNICIANAll potential candidates should read through the following details of this job with care before making an application.Hours: 35 hours per weekShift pattern: Monday to Friday 09:00-17:00 and on call rota.Salary: up to 37,000 pa dependant on experienceLocation: New Milton, Hampshire, UKThis role is a UK based role and any hybrid/remote work must also be within the UK.Start Date : July/August 2025For this role, you need 5mpbs upload and 15mpbs download internet speedAppello Perks161 hours holiday rising to 175 hours with length of service plus Bank Holidays.We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more24/7 employee assistance programme with an easily accessible app!Family and friends discounts on our services & productsCycle to work incentivePension Scheme, up to 4% Company matchedFree on-site parkingABOUT YOUWe are seeking a highly skilled and proactive Third Line IT Service Desk Technician to join our dynamic IT team. This role is pivotal in ensuring the seamless operation of our IT infrastructure by resolving complex technical issues escalated from first- and second-line support.Youll be a subject matter expert in advanced networking, server management, and telecommunication systems, playing a key role in maintaining high service levels and supporting business-critical operations.You will possess excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues efficiently. Strong communication skills are essential for effectively liaising with both technical teams and non-technical stakeholders.You can thrive under pressure, manage multiple priorities, and remain focused in a fast-paced environment. A proactive and self-motivated approach, coupled with a commitment to continuous learning and professional development, is key to success in this position.Essential Skills & ExperienceProven experience of at least 3-5 years in a second or third-line IT support role, managing escalated issues and providing advanced troubleshooting.At least 35 years of hands-on experience working with SIP-based communication systemsStrong knowledge of Linux and Windows systems.Experience with FreeSwitch.Experience with AWS infrastructure and cloud services.Deep understanding of SIP, VoIP, VoLTE, STUN, and firewall bridging.Proficiency in Node.js application support and server diagnostics.Hands-on experience using tools for SIP analysis, such as Wireshark, SIP Traces, or packet analysers.Excellent problem-solving and communication skills.Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).Certifications such as Microsoft Certified: Azure Administrator, or equivalent.DesirableFamiliarity with TCP/IP, DNS, DHCP, VLANs, and firewall rules affecting SIP communications.Advanced certifications like CCNP, Microsoft Certified: Azure Solutions Architect, or AWS equivalent.ITIL Foundation certificationTHE ROLEKey ResponsibilitiesAdvanced Technical SupportResolve complex hardware, software, and network issues escalated from lower-tier support.Conduct root cause analysis and implement long-term solutions.Manage high-impact incidents to ensure minimal business disruption. Server & Application SupportTroubleshoot server issues across cloud (AWS), on-premise, and embedded environments.Support applications written in Node.js and manage FreeSwitch systems.Apply over-the-air firmware updates and monitor system performance.SIP, VoIP & Network ManagementMaintain and troubleshoot SIP-based communication systems including VoIP and VoLTE.Configure SIP trunks and resolve complex call routing and quality issues.Manage network configurations affecting SIP traffic, including firewalls, NAT, and QoS.Knowledge Sharing & DocumentationMentor junior technicians and contribute to internal training.Create and maintain detailed documentation and system diagrams.Vendor & Supplier LiaisonCollaborate with third-party vendors to resolve technical issues.Assist in managing SLAs and ensuring service quality.READY TO APPLYIf you are interested in this role please upload your CV and answer a few questions about yourselfOTHER INFORMATIONThis is an exciting time at Appello, we are a company on the move and now is a perfect time to join our team. Youll 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.