Third Line Product Support Technician

Overview

Join to apply for the Third Line Product Support Technician role at TieTalent .

Hours: 35 hours per week
Shift pattern: Monday to Friday 09:00-17:00 and on call rota.
Salary: up to £37,000 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 easily 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

We 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.

You’ll 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 & Experience

• Proven 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 3–5 years of hands-on experience working with SIP-based communication systems.
• Strong 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.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Certifications such as Microsoft Certified: Azure Administrator, or equivalent.

Desirable

• Familiarity 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 certification.

The Role

Key Responsibilities

• Advanced Technical Support: Resolve 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 Support: Troubleshoot 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 Management: Maintain 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 & Documentation: Mentor junior technicians and contribute to internal training. Create and maintain detailed documentation and system diagrams.
• Vendor & Supplier Liaison: Collaborate with third-party vendors to resolve technical issues. Assist in managing SLAs and ensuring service quality.

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 Appello. We are a company on the move and now is a perfect time to join our team. We’re 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, please contact the careers Team on .

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