Appello Careline Limited.

️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 New Milton 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 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 .

A community-focused care service provider in Norwich is seeking an Emergency Call Handler for nighttime shifts. You'll be the calming voice for vulnerable clients, arranging help during emergencies and providing reassurance. The role requires empathy, a minimum of one year in a call centre, and a good standard of education. With 18 hours a week, you will work hybrid hours from 22:00 to 06:00. Generous holiday benefits and robust training are offered, making this a rewarding position for those with a genuine desire to help.

EMERGENCY CALL HANDLER - Nights Your Hello Could Change Everything As an Emergency Call Handler, you'll be the calm voice and reassuring presence for vulnerable clients when they need help the most. Every call matters, and every response makes a difference. If you're empathetic, attentive, and ready to make an impact, this is your chance to truly help your community. Hours 18 hours per week Shift pattern You will be working between Monday and Sunday. The hours you will be working are from 22:00 to 06:00. You will always be guaranteed 1 weekend in 4 off and you will have your rota 4 weeks in advance. Salary £12,458.16 per annum (£13.31 per hour) Location Hybrid - Norwich Start Date 5th May / 1st June 2026. This role is subject to pre-employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to start date, which may result in the start date being adjusted if required. Training You must be able to commit to 4 weeks of Full Time Training, Monday - Friday 09:30 - 17:00. Technical requirements You need 5 Mbps upload and 15 Mbps download internet speed. Appello Perks 116 hours holiday rising to 123 with length of service. This includes bank holidays that you will work (if rotated). 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 3% employers contribution. Smart Tech scheme. About you You must possess a genuine desire to help the community, be empathetic and have the ability to sympathetically communicate with a distressed caller. You should have a minimum of a year's experience in a call centre environment dealing with customers and have worked remotely. A good general standard of education is required, but with the right core values and training you could thrive in this role. This is a rewarding role where trust is key, but it can be tough, so you'll need to be resilient. You'll also need the drive to meet personal targets while delivering excellent customer service. The role The heart of the Emergency Call Handler role is to arrange help for our vulnerable clients when they need us the most. Your hello can save the day or save a life. At Careline365, every call you answer makes a difference. With a cool head and an empathetic manner you will be answering varying calls, including providing reassurance, actioning accidental calls or test calls, and contacting emergency services. Ready to apply If you are interested in this role please upload your CV and answer a few questions about yourself. For more hints and tips, check out our guide here. Other information This is an exciting time at Careline365, part of 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 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 .

A community-focused service provider is seeking an Emergency Call Handler in Norwich to support vulnerable clients. The role involves answering distress calls, providing reassurance, and coordinating emergency assistance as needed. Candidates should have prior call center experience and demonstrate empathy and resilience. Flexible part-time hours are offered, with 18 hours per week across a hybrid work model including remote training. A competitive salary and comprehensive employee perks are included.

EMERGENCY CALL HANDLER - Days Part-Time Your Hello Could Change Everything Imagine answering a call that turns worry into relief - or even saves a life. That's the power of hello at Careline365. As an Emergency Call Handler, you'll be the calm voice and reassuring presence for vulnerable clients when they need help the most. Every call matters, and every response makes a difference. If you're empathetic, attentive, and ready to make an impact, this is your chance to truly help your community. Hours:18hours per week Shift pattern: You will be working a 6-hour shift 3 days per week, between Monday and Sunday. Your working hours will be scheduled between 06:00 and 22:00. Your rota will be provided 4 weeks in advance. Salary: £11,990.16 per annum (£12.81 per hour) Location: Hybrid - Norwich (1 day working from home) Training: 3 weeks of full-time paid training, Monday - Friday 09:30 - 17:00 (35 hours per week) with a mix of in-office and remote training. You need to be able to commit to these hours. Start Date: 5th May2026 - 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. For this role, you need 5mpbs upload and 15mpbs download internet speed Appello Perks 112 hours holiday rising to 119 with length of service. This includes bank holidays that you will work (if rotated). 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 3% employers contribution Cycle to work scheme Smart Tech scheme Free on-site parking ABOUT YOU You must possess a genuine desire to help the community, be empathetic and have the ability to sympathetically communicate with a distressed caller. You have had a minimum of a year's experience in a call centre environment dealing with customers and have worked remotely. A good general standard of education is required, but we believe that with the right core values and training, you could thrive in this role. This is a rewarding role where trust is key. But it can also be tough, so you'll need to be resilient too! You'll also need the drive to meet personal targets whilst delivering excellent customer service. THE ROLE The heart of the Emergency Call Handler role is to arrange help for our vulnerable clients when they need us the most. Your hello can save the day or save a life That's the power of hello At Careline365, every call you answer makes a difference. With a cool head an empathetic manner you will be answering varying calls, anything from providing reassurance, actioning accidental calls or test calls, to contacting emergency services. READY TO APPLY If you are interested in this role please upload your CV and answer a few questions about yourself. For more hints and tips check out our guide here! OTHER INFORMATION This is an exciting time at Careline365 part of 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 .