Ready to take your tech skills to the next level?
We’re looking for a proactive problem-solver who thrives in a fast-paced, customer-focused environment. If you’re passionate about technology, love troubleshooting, and can translate complex issues into simple solutions, this is your chance to shine! Join our dynamic Service Desk team as a 2nd Line Technician and play a key role in delivering exceptional digital support to our customers.
🕰️Hours: 35 hours per week
📅Shift pattern: Monday - Sunday hours between 7am and 7pm ( rota to be provided)
💸Salary: up to £28,000 per annum dependant on experience
📍Location: Office based - New Milton
📆Start Date: October/November 2026
⚠️Pre‑employment screening: Right to work, DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.
You will have worked as a Product Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role and have a good understanding of IP related telephony, remote IP networks, network configuration, specifically cloud technologies and and applications.
You will have had experience in a busy customer facing role and be confident in performing general admin tasks. You are organised but have a flexible approach to workloads. You have used Microsoft packages and reporting tools and are willing to learn new skills and processes.
You are a great communicator and are able to support non-technical users to follow standard troubleshooting methodology with patience and empathy and be a point of escalation to our 1st Line Support Technicians.
You will be part of the Service Desk which is constantly evolving. As a 2nd Line Technician you will be a point of contact for Digital Support queries arriving via phone/email/form. Using a case management system to manage cases.
Triaging/analysing and resolving incidents relating to Appello’s products. Diagnosing the root cause and documenting interactions with our customers. Following standard troubleshooting methodology, being a point of escalation to our 1st Line Support Technicians.
This role will work closely with our customers, keeping them informed of incident progress, notifying them of any impending changes and agreed product maintenance outages. Taking ownership of issues that have been reported, seeing problems through to resolution. Managing their own daily schedule by working through the service desk, priority schedule. Ensuring that tickets do not exceed our SLA's. Proactively review alerts that have originated from our monitoring services.
Support other internal teams with testing against the EVO platform and Appello’s product portfolio.
If you are interested in this role please upload your CV and complete the application questions !
This is an exciting time at the Appello - 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.
At Appello, we believe safety should never be compromised. Every day, we help over 400,000 vulnerable people across the UK live safer, more connected lives, with over 50,000 supported by our fully digital telecare solutions.
With over 30 years’ experience, we’ve pioneered the UK’s first digital call handling platform, the first digital warden call system, and innovative products like our dispersed alarm and analogue-to-digital converter—designed to save lives and give peace of mind.
We empower housing providers, local authorities, and individuals to make the switch from analogue to digital telecare simple, seamless, and future-proof. By embracing an end-to-end digital approach, we create systems that are reliable, adaptable, and continuously evolving to meet the needs of those who rely on them most.
Award-winning, trusted, and recognised as leaders in digital telecare, Appello is here to ensure that when it matters most, help is just a call away
Thousands of customers around the country already trust us to offer advice, support and technology when they need us most. Many local authorities, housing associations, ALMOs, charities, care associations, property management companies, developers and individuals rely on our experience and expertise. All this, together with our accreditations, awards and continued high customer satisfaction, is testimony to the integrity, quality and reliability of Appello.
Appello is the new trading name for the merged businesses previously known as Cirrus, CarelineUK and Appello Telehealth.
