Digital Telecoms Specialist

Appello New Milton United Kingdom Product & Technical Support Hybrid
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Company Description

About the Appello Group

We are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring centre with the latest digital technology being created by ourselves and our partners. As the UK's largest telecare monitoring and digital equipment provider, we support over 300,000 vulnerable people in our communities to live safer, happier, and more enriched lives.

Our journey of supporting housing, health and social care dates back to 24th June 1988 when we took our first emergency call from our Head Office in New Milton, Hampshire. With a team of just five employees, we were pioneers for emergency monitoring within the housing sector. Over the next decade our business grew considerably as did our team.

The Appello Group now consists of many brands, including, Appello and Careline365, all are equally pivotal in our continued growth and commitment to improving the safety and wellbeing of our communities.

Today, we operate from multiple locations across the UK, with offices in Hampshire, Wiltshire, and Norfolk, and a team of remote workers all over the UK.


Digital Telecoms Specialist

Hours: 35hrs per week

Shift pattern: Monday - Friday 09:00-17:00

Salary: Up to £45,000 per annum dependant on experience

Cash for Car Allowance: £4,500 per annum

Location: Hybrid to our New Milton offices. Requirement to travel to New Milton office each week and attend customer sites. Initial training will need to take place at an office location for up to 2 weeks over the course of first 2 months.

Start date: ASAP

Appello Perks 😎

  • 25 days + bank holidays
  • Private medical insurance for Self
  • Cash for car allowance
  • 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
  • Pension Scheme, up to 4% Company matched
  • Life assurance 2x annual salary

Responsible for support of digital communication and IT interconnects / relationships that enables Appello's digital product suite to communicate both internally and externally to provide critical service support. The role will be expected to assist with new installations (remotely and on customer sites) to improve the delivery of Appello's digital portfolio.

Main Responsibilities and Activities

· Establishing and maintaining communication infrastructures, including LAN / WAN or Wireless networks

· Establishing and maintaining digital communication paths for life and service critical equipment.

· A strong command of common internet and networking protocols

· Competence in security protocols and firewalls

· Providing technical support and assistance to customers and technical partners

· Performing analysis and collecting data to establish the potential for improvements within the digital networks

· Working with third-party providers to keep the networks running efficiently

· Hybrid working for office, home and site attendances




  • Demonstrable network experience with Telecoms products including multi-site environments
  • Knowledge of Open Source VOIP such as FreeSWITCH and WebRTC or 3CX
  • SSH (Secure Shell Protocol)
  • Excellent understanding of IP related telephony, IP networks, network configuration and cloud technologies
  • Experience with Zabbix monitoring or more conventional SolarWinds products
  • Ability to diagnose and troubleshoot advanced network faults
  • Ability to provide step-by-step technical help, both written and verbal
  • Ideally have Draytek router experience


  • Understanding / experience of the Telecare industry
  • Knowledge / understanding of relevant Telecare standards
  • Knowledge of ISO27001

Qualifications & Training


  • Professional networking qualification such as CompTIA, Cisco Certified Network Associate (CCNA) Network+ or SolarWinds Certified Professional
  • Proficient with Microsoft Office365 apps and reporting tools


  • Bachelor’s Degree in a relevant subject
  • Experience working with Power BI to generate reports



  • Excellent time management skills and ability to juggle high volume and competing priorities
  • Able to establish and maintain good working relationships with internal customers, providing excellence in customer service through each transaction
  • Demonstrates speed of learning when faced with new problems. Applies knowledge to new problems
  • Strong communication skills
  • Demonstrable record in product support
  • Analytical approach to problem solving
  • Empathetic manner
  • Full UK driving licence

Personal Attributes


  • Excellent communication skills
  • Ability to make technical information easy to understand
  • Ability to work well both individually and in a team
  • Customer service skills if providing external support
  • Excellent logic and reasoning skills
  • Detailed computer and IT skills
  • Able to attend site visits when required

Other information

📧 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 and don't forget to register and complete the online assessments!

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 recruitment team on 01425 626337.