Product Support Technician - 1st Line

Product Support Technician – 1st Line

Join us as a 1st Line Digital Support Technician—the friendly first point of contact for all things tech! You’ll be the voice (and brain) behind quick, accurate case logging, speedy triage, and keeping customers in the loop every step of the way.

Hours: 35 hours per week

Shift Pattern: Monday – Friday, 7‑hour shifts between 8am – 5pm, plus on‑call with additional payment

Salary: £23,000 per annum

Location: Office based in New Milton, Hampshire

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

Start Date: 2nd February 2026

• 161 hours holiday, rising to 175 hours with length of service plus bank holidays
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more
• 24/7 employee assistance programme with a mobile app
• Family and friends’ discounts on our services & products
• Pension scheme, up to 4% company‑matched
• Free on‑site parking

You will have experience in a busy customer‑facing role, be confident in performing general admin tasks, and be organised with a flexible approach to workloads. You have used Microsoft packages and reporting tools and are willing to learn new skills and processes. You are a great communicator, able to support non‑technical users to troubleshoot with patience and empathy. Ideally you will have either work experience as a 1st line ICT tech or a similar role and an understanding of the telecare industry.

As part of the Digital Support team you will be the first point of contact for queries arriving via phone, email, or form. Your tasks include logging and assigning cases through our case‑management system, providing initial triage, ensuring SLA compliance, coordinating rapid responses, and keeping customers apprised of progress. You will build rapport and deliver excellent customer service throughout the interaction.

This is an exciting time at the Appello group. We are a company on the move and now is the perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a for‑profit company that is expanding.

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 due to disability, please contact the careers team on

Upload your CV and answer a few questions about yourself. If you are interested in this role, please complete the application form.