About the Role
<p></p><figure><img src="https://images.teamtailor-cdn.com/images/s3/teamtailor-production/original-v3/image_uploads/250c4708-a0e4-490e-9ca3-0413239ab762/original.jpeg" alt="" title="" width="406" height="124.69287469287468" style="width:406px;height:auto;"></figure><p></p><h3>đĽď¸SYSTEMS & OPERATIONS ENGINEER</h3><p>Keep missionâcritical systems runningâwhatever it takes.<br>Solve complex issues across cloud, onâprem, and frontâend platforms.<br>Lead from the front as the technical authority for 24/7 operations.</p><h6>đ°ď¸Hours: <strong><em>35 </em>hours per week</strong></h6><h6>đ
Shift pattern: Monday - Friday 09:00-17:00 with some OOH's cover in the future</h6><h6>đ¸Salary: Up to ÂŁ50,000 per annum dependant on experience</h6><h6>đLocation: Hybrid Norwich 2/ days in the office per week.</h6><h6>đStart Date : May /June 2026</h6><h6>â ď¸<span><strong>Please note that this role is subject to preâemployment screening, including basic 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.</strong></span></h6><p><strong>đThis role is a UK based role and any hybrid/remote work must also be within the UK.</strong></p><p><strong>đFor this role, you need 5mpbs upload and 15mpbs download internet speedđ</strong></p><p><strong>đAppello Perks :</strong></p><ul><li><p>161 hours holiday plus bank holidays</p></li><li><p>We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more</p></li><li><p>24/7 employee assistance programme with an easily accessible app!</p></li><li><p>Family and friendsâ discounts on our services & products</p></li><li><p>Pension Scheme, up to 4% Company matched</p></li><li><p>Free on-site parking</p></li></ul><h4><strong>đABOUT YOU</strong></h4><h5>â
Essential (What Youâll Bring)</h5><ul><li><p><strong>3â5 years</strong>â experience in a <strong>thirdâline IT support</strong> role handling complex escalations</p></li><li><p>Strong programming knowledge in <strong>JavaScript, Python, React, and Node</strong></p></li><li><p>Good working knowledge of <strong>Linux</strong> and <strong>AWS cloud infrastructure</strong></p></li><li><p>Experience with <strong>AWS Lambda and/or Bash scripting</strong></p></li><li><p>Familiarity with <strong>API management tools</strong></p></li><li><p>Strong experience working within <strong>ITIL frameworks and controls</strong></p></li><li><p>Recognised <strong>technical qualification</strong> (or equivalent handsâon experience)</p></li><li><p>Excellent <strong>customer service and communication</strong> skills</p></li><li><p>Proven ability to <strong>diagnose, troubleshoot, and resolve technical issues</strong></p></li><li><p>Experience delivering <strong>structured technical training</strong> to customers or internal teams</p></li><li><p>Comfortable working <strong>independently and as part of a wider team</strong></p></li><li><p>Highly organised, detailâfocused, resilient, and able to manage multiple priorities</p></li><li><p>Clear communicator with both <strong>technical and nonâtechnical stakeholders</strong></p></li><li><p>Full <strong>UK driving licence</strong><br></p></li></ul><h5>â Nice to Have (Bonus Skills)</h5><ul><li><p>Experience with <strong>Technology Enabled Care Services (TECS)</strong> or <strong>SmartTEC systems</strong></p></li><li><p>AWS and/or relevant technical certifications (e.g. <strong>ITIL, CompTIA, CCNP</strong>)</p></li><li><p>Handsâon use of <strong>Wireshark, SIP traces, or packet analysis tools</strong></p></li><li><p>Understanding of <strong>VoIP/SIP</strong>, TCP/IP, DNS, DHCP, VLANs, and firewall configurations</p></li><li><p>Experience with <strong>telecare platforms, IoT systems, or digital alarm receivers</strong></p></li><li><p>Background in <strong>customerâfacing technical roles</strong></p></li><li><p>Passion for <strong>innovation, automation, and continuous improvement</strong></p></li></ul><h4><strong>đĽď¸THE ROLE</strong></h4><p>Love solving complex problems and keeping critical systems running smoothly?<br>This role is all about <strong>keeping external IT services performing at their best</strong>âfrom frontâend apps to cloud and embedded environments. Youâll tackle advanced issues, implement smart solutions, and help shape continuous improvement across a 24/7 operation.</p><h5>đ§âđť What Youâll Be Getting Stuck Into</h5><ul><li><p>Diagnosing and resolving <strong>advanced, highâimpact incidents</strong> across software and services</p></li><li><p>Acting as the <strong>technical escalation point</strong> for Tier 1 & Tier 2 support</p></li><li><p>Leading the <strong>Third Line Technician tier</strong> as a subject matter expert</p></li><li><p>Identifying risks early and preventing issues before they impact the business</p></li><li><p>Supporting new technology deployments and infrastructure improvements</p></li><li><p>Playing a key role in <strong>alwaysâon (24/7) service delivery</strong></p></li></ul><h5>đ§ Deep Technical ProblemâSolving</h5><ul><li><p>Troubleshoot complex <strong>application, codeâasâaâservice, and systems issues</strong></p></li><li><p>Perform <strong>root cause analysis</strong> and eliminate recurring problems</p></li><li><p>Debug <strong>frontâend code</strong>, investigate stack issues, and collaborate with tech teams</p></li><li><p>Support <strong>Windows & Linux server estates</strong></p></li><li><p>Monitor and resolve faults across <strong>AWS and Azure</strong></p></li><li><p>Apply <strong>firmware updates overâtheâair</strong> to remote devices</p></li><li><p>Use tools and scripting such as <strong>AWS Lambda, Bash</strong>, and API management platforms</p></li><li><p>Work within <strong>ITIL frameworks and controls</strong></p></li><li><p>Participate in <strong>3rd line outâofâhours support</strong> aligned to business processes</p></li></ul><h5>đ Tech Environment Youâll Work With</h5><ul><li><p>JavaScript, React, Node</p></li><li><p>Linux & Windows (Cloud, Onâprem, Embedded)</p></li><li><p>AWS & Azure</p></li><li><p>APIs and serverless technologies</p></li><li><p><em>(Bonus points for experience with VoIP, VoLTE, firewalls, and STUN protocols)</em></p></li></ul><h5>đ¤ Knowledge Sharing & Collaboration</h5><ul><li><p>Mentor and coach <strong>Tier 1 and Tier 2 technicians</strong></p></li><li><p>Create and maintain <strong>clear technical documentation</strong> and troubleshooting guides</p></li><li><p>Work closely with <strong>Service Management and Service Delivery</strong> to ensure ITSM best practices</p></li></ul><h5>đ Supplier & Vendor Collaboration</h5><ul><li><p>Partner with <strong>thirdâparty suppliers</strong> to resolve complex issues</p></li><li><p>Support the management of <strong>SLAs</strong> and performance with external providers</p></li></ul><h4><strong>READY TO APPLY â
</strong></h4><p>If you are interested in this role please upload your <strong>CV </strong>and answer a few questions about yourself.</p><h4>OTHER INFORMATION</h4><p>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. Youâll gain exceptional career opportunities and will be part of a company that is continuing to expand.</p><p>We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.</p><p>If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.</p><p><br></p>