Systems & Operations Engineer

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.

35 hours per week. Shift pattern:
Monday - Friday 09:00-17:00 with some out‑of‑hours coverage in the future.

Up to £50,000 per annum dependent on experience. Hybrid location:
Norwich; 2 days in office per week.

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. 5 Mbps upload and 15 Mbps download internet speed required.

• 161 hours holiday plus bank holidays
• Discounts on groceries, shopping, 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

• 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

• 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

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.

• 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

• 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

• 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