Systems & Operations Engineer - #194481

️SYSTEMS & OPERATIONS ENGINEER

Keep mission‑critical systems running—whatever it takes.
Solve complex issues across cloud, on‑prem, and front‑end platforms.
Lead from the front as the technical authority for 24/7 operations.

️Hours: 35 hours per week

Shift pattern: Monday - Friday 09:00-17:00 with some OOH's cover in the future

Salary: Up to £50,000 per annum dependant on experience

Location: Hybrid Norwich 2/ days in the office per week.

Start Date : May /June 2026

️Please note that this role is subject to pre‑employment 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.

This role is a UK based role and any hybrid/remote work must also be within the UK.

For this role, you need 5mpbs upload and 15mpbs download internet speed

Appello Perks :

• 161 hours holiday plus bank holidays

• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more

• 24/7 employee assistance programme with an easily accessible app!

• Family and friends’ discounts on our services & products

• Pension Scheme, up to 4% Company matched

• Free on-site parking

ABOUT YOU

Essential (What You’ll Bring)

• 3–5 years’ experience in a third‑line IT support role handling complex escalations

• Strong programming knowledge in JavaScript, Python, React, and Node

• Good working knowledge of Linux and AWS cloud infrastructure

• Experience with AWS Lambda and/or Bash scripting

• Familiarity with API management tools

• Strong experience working within ITIL frameworks and controls

• Recognised technical qualification (or equivalent hands‑on experience)

• Excellent customer service and communication skills

• Proven ability to diagnose, troubleshoot, and resolve technical issues

• Experience delivering structured technical training to customers or internal teams

• Comfortable working independently and as part of a wider team

• Highly organised, detail‑focused, resilient, and able to manage multiple priorities

• Clear communicator with both technical and non‑technical stakeholders

• Full UK driving licence

Nice to Have (Bonus Skills)

• Experience with Technology Enabled Care Services (TECS) or SmartTEC systems

• AWS and/or relevant technical certifications (e.g. ITIL, CompTIA, CCNP)

• Hands‑on use of Wireshark, SIP traces, or packet analysis tools

• Understanding of VoIP/SIP, TCP/IP, DNS, DHCP, VLANs, and firewall configurations

• Experience with telecare platforms, IoT systems, or digital alarm receivers

• Background in customer‑facing technical roles

• Passion for innovation, automation, and continuous improvement

️THE ROLE

Love solving complex problems and keeping critical systems running smoothly?
This role is all about keeping external IT services performing at their best—from front‑end apps to cloud and embedded environments. You’ll tackle advanced issues, implement smart solutions, and help shape continuous improvement across a 24/7 operation.

‍ What You’ll Be Getting Stuck Into

• Diagnosing and resolving advanced, high‑impact incidents across software and services

• Acting as the technical escalation point for Tier 1 & Tier 2 support

• Leading the Third Line Technician tier as a subject matter expert

• Identifying risks early and preventing issues before they impact the business

• Supporting new technology deployments and infrastructure improvements

• Playing a key role in always‑on (24/7) service delivery

Deep Technical Problem‑Solving

• Troubleshoot complex application, code‑as‑a‑service, and systems issues

• Perform root cause analysis and eliminate recurring problems

• Debug front‑end code, investigate stack issues, and collaborate with tech teams

• Support Windows & Linux server estates

• Monitor and resolve faults across AWS and Azure

• Apply firmware updates over‑the‑air to remote devices

• Use tools and scripting such as AWS Lambda, Bash, and API management platforms

• Work within ITIL frameworks and controls

• Participate in 3rd line out‑of‑hours support aligned to business processes

Tech Environment You’ll Work With

• JavaScript, React, Node

• Linux & Windows (Cloud, On‑prem, Embedded)

• AWS & Azure

• APIs and serverless technologies

• (Bonus points for experience with VoIP, VoLTE, firewalls, and STUN protocols)

Knowledge Sharing & Collaboration

• Mentor and coach Tier 1 and Tier 2 technicians

• Create and maintain clear technical documentation and troubleshooting guides

• Work closely with Service Management and Service Delivery to ensure ITSM best practices

Supplier & Vendor Collaboration

• Partner with third‑party suppliers to resolve complex issues

• Support the management of SLAs and performance with external providers

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 the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

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 careers Team on 01425 626337.