Systems Engineer

Responsibilities

• Provide advanced technical support for complex IT, network and telecommunication issues
• Troubleshoot and resolve issues across TECS devices, telecare systems and SaaS platforms
• Diagnose connectivity issues involving SIMs, IP networks, VoIP, VoLTE and telecare communication protocols
• Perform root cause analysis on recurring or critical incidents and implement long‑term solutions
• Manage high‑impact incidents, ensuring minimal disruption to customers and services
• Work closely with third‑party suppliers and vendors to resolve complex technical issues and maintain service excellence
• Create and maintain technical documentation, troubleshooting guides and knowledge‑sharing resources
• Support the deployment of new technologies and contribute to continuous service improvement initiatives
• Apply firmware updates remotely and support application fault analysis and resolution
• Work within ITIL processes and participate in the out‑of‑hours support rota when required
• Travel to customer sites on occasion to provide hands‑on support and technical assistance

• 3–5 years' experience in a customer‑facing technical support, service engineering, or field‑based role
• Strong knowledge of Linux environments and hands‑on troubleshooting experience
• Experience supporting digital telecare, IP networking, telecommunications, or SaaS‑based services
• Understanding of SIP, VoIP and related technologies, including call quality issues, signalling errors and NAT traversal
• Familiarity with API management tools and application fault diagnosis
• Knowledge of network technologies such as TCP/IP, DNS, DHCP, VLANs and firewall configurations
• Experience working with cloud‑hosted services, remote device management tools, or firmware deployment platforms
• Excellent problem‑solving and analytical skills, with the ability to diagnose and resolve issues effectively
• Outstanding communication skills, able to explain technical concepts clearly to both technical and non‑technical audiences
• A full UK driving licence and willingness to travel to customer sites when required

Demonstrates expertise in providing advanced technical support for IT, network, and telecommunication issues, with a strong focus on troubleshooting, root cause analysis, and service improvement. Proficient in managing high‑impact incidents and communicating effectively with both technical and non‑technical stakeholders.

• Full UK Driving Licence

• SaaS Platforms
• Telecare Systems
• Remote Device Management
• ITIL Processes