Product Support Engineer - Hybrid - New Milton

Appello New Milton United Kingdom Product & Technical Support

Company Description

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.

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.

And because we’re there for our customers around the clock, we’ve got opportunities that can be flexible for you.

Please note - we can only accept applications from Mainland UK currently

Position

Product Support Engineer 35 Hours per week – 9-5 – Monday-Friday – On Call Rota

As part of the Technical Team at Appello , you will be there to triage / analyse and resolve customer concerns and problems relating to Appello products, diagnose the root cause, and document interactions.

Providing on-call and ongoing troubleshooting, technical, and hardware advice and suggestions. Support remote and local upgrades, installations, and maintenance.Taking ownership of customer issues reported and seeing problems through to resolution.

Main Responsibilities and Activities

Ask customers targeted questions to quickly understand the root of the problem and log them
Diagnose and troubleshoot technical issues, including system setup and network configuration
Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Escalate unresolved issues to appropriate internal or external teams (e.g. software developers or 3rd party maintainers)
Provide prompt and accurate feedback to customers
Prioritise and manage several open issues at one time
Document technical knowledge in the form of notes and manuals
Maintain professional and empathetic relationships with cusotmers

Requirements

Qualifications & Training

Essential

Ideally a formal and relevant technical qualification
Experience in IT infrastrucutre and IP configuration
Demonstrable record in product support
Abilities with Microsoft products and reporting tools

Desirable

Formal IT qulification

Skills, General & Special Knowledge

Strong communication skills
Analytical approach to problem solving
Empathetic manner

Personal Attributes

Strong communication skills especially when dealing with customers
Champion of Company standards
Sense of ownership and pride in your performance and its impact on company’s success
Critical thinker and problem-solving skills
Positive ‘can do’ attitude
Flexible & Organised approach to workload with the ability to prioritise / multitask
Willing to learn new skills
Use initiative in problem solving

Experience

Essential

Proven work experience as a Product Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Good understanding of IP related telephony, IP networks, network configuration, cloud technologies and other tech products
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

Desirable

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

Other information

Appello Perks 😎

Annual salary of £19 -25,000 per annum dependant on experience
23 days holiday rising to 25 days annual leave pro rata
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

📧 Ready to join our team? 📧

To apply, you'll need to complete the following:

CV (Word doc or PDF files only) to include educational background information and work experience

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.

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