About Appello

We are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring center with the latest digital technology being created by ourselves and our partners.

Becoming the UK's largest monitoring centre, supporting over 200,000 people across the country, and developing the first digital telecare system has been no small feats.

Our ambitions though are still significant and as our population ages the requirements for services that empower people to live independent, happier and healthier lives will continue to grow.

Position:

Technical Support Engineer wanted!

Monday - Friday 9am-5pm |35hrs per week| £30,000 per annum | On call Rota , supplement

Appello are pleased to share this new role as part of a newly formed team which is constantly evolving.

Do you love technology?

Are you always thinking of newer, better ways of doing things?

Are you a self-starter always driving to execution?

If your answer to these questions is an enthusiastic “yes” then please keep reading!

We are looking for an experienced Platform Support Engineer to provide technical support for our call handling platform, an award winning cloud based platform designed for the digital technology enabled care services – with no limits.

Main responsibilities

• Support the sales department with onboarding new tenanted customer to our bespoke digital platform
• Support internal teams with platform testing
• Take ownership of customer issues reported and managing incidents through to resolution
• Following standard procedures for escalation of unresolved issues to the appropriate internal or external teams
• Collaborating with 3rd party suppliers supporting platform infrastructure
• Triage /analyse and resolve customer concerns and problems relating to Appello Careline Evo platform.
• Diagnose the root cause, and document interactions via support CRM.
• Provide ongoing troubleshooting, technical, and hardware advice and suggestions.
• Support remote and local upgrades, installations, and maintenance.
• Proactively monitor the Careline Evo platform and take proactive action accordingly.
• Participate in on call out of hours rota.

Requirements:

Life at Appello...

At Appello, you can make a difference to people’s lives. You’ll be helping to transform lives through technology solutions, supporting the health, safety and security of vulnerable people.

You’re trusted to deliver outcomes that improve lives. We know this isn’t an easy task. It’s not for everyone. So in return, you’ll be well rewarded for your effort. You’ll be supported in your career – whether that’s career progression, learning new skills or simply doing what you do well.

What you will need to make a difference...

• Proven work experience as a Server Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Experience of Server Administration both Windows and Linux
• Good understanding of IP related telephony, IP networks, network configuration, cloud technologies and other tech products
• Knowledge of internet based telephony and call routing
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Need to be a proactive self starter that uses their initiative.

As a Technical Support Engineer with Appello, you’ll deliver innovative and reliable solutions to support our end user’s with life critical services.

• Monitoring platform performance and system stability. Proactively raise concerns or operational anomalies to relevant stakeholders
• Reviewing the ticketing system to ensure that raised cases are attended, investigated, resolved or progressed in line with agreed service level agreements.
• Escalate unresolved issues to appropriate internal or external teams
• Review system bug fixes with the development team to ensure that operational stakeholders can be kept informed of software and firmware updates
• Manage incidents and problems appropriately and in line with agrees SLAs keeping customers fully updated
• Develop a basic understanding of legacy telecare protocols and outfield equipment connecting to the platform, to enable successful diagnosis of incoming faults
• Keep Senior Platform Support Engineer and Technical Support Manager apprised of significant on-going issues
• Ask customers targeted questions to quickly understand the root of the problem
• Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Provide prompt and accurate feedback to customers
• Be proactive with trend analysis and looking for smarter ways of working (automate ID creation process etc)
• Be part of the change process to ensure success of change and release.
• Keep up to date with trending technologies relative to the role.
• Maintain documentation and procedures

For a full Job Description please email careers@appello.co.uk

Other information:

Appello Perks

• 25 days holiday
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more.
• 24/7 employee assistance programme
• Family and friends’ discounts on our services & products
• Casual dress
• Pension Scheme, up to 4% Company matched
• Life assurance 2x annual salary
• Private Medical Insurance for Self

Ready to join our team?

If you are keen to find out more and have the necessary skills, please apply now with your up to date CV.

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 HR Team on 01425 626337.