Telecom Support Engineer Full Time NEW

ABOUT SIMPLICITY GROUP

Simplicity Group specialise in fully managed communications and technology solutions for businesses across the UK and Ireland, including VoIP phone systems, broadband, connectivity, and cloud collaboration platforms.

With our HQ in Belfast and a growing team across the UK and Ireland/ROI, we partner with leading technology providers to deliver reliable, scalable, and future-ready solutions.

At Simplicity Group, service and support sit at the core of everything we do. Our success is built on long-term customer relationships, high retention, and consistently strong service delivery, something that is reflected equally in the stability and retention of our team

WHY JOIN SIMPLICITY GROUP?

We don’t just offer jobs, we build careers.

We are proud to have a team where people stay, grow, and progress over years, not months. Our low staff turnover reflects the same consistency and quality we deliver to our customers.

You will be joining a collaborative, supportive environment where:

• Teamwork is at the core of everything we do
• Your contribution is recognised
• You’re trusted to take ownership
• You’ll have real opportunities to develop and progress

THE ROLE

Due to continued growth and increasing demand within our Telecom Operations team, we are looking to hire a Telecom Support Engineer (2nd Line) to strengthen our technical support capability.

This role is focused on:

• Technical escalation
• Complex fault resolution
• High-quality case ownership
• You will act as the primary escalation point from first line support, working across VoIP, broadband, and network environments.

This role combines second line technical responsibility with a flexible, team-first approach to support delivery.

WHAT MAKES THIS ROLE DIFFERENT

We are not just looking for a technical engineer.

We are looking for someone who brings the best of both worlds:

• Strong technical capability
• Excellent communication skills

You must be able to:

• Translate complex technical issues into clear, simple explanations
• Adapt your communication depending on the audience
• Take ownership of conversations—not hide behind tickets or emails

You don’t just fix problems; you make them understood.

KEY RESPONSIBILITIES

Second Line Support & Escalations

• Manage escalated support cases across:
• UCaaS / VoIP platforms (Horizon, iPECS, Webex or similar)
• Broadband, ethernet, and data services
• Diagnose and resolve complex voice and network issues
• Provide clear resolution plans and next steps

NETWORKING & TECHNICAL SUPPORT

Configure and troubleshoot:

• Business-grade routers (Draytek, TP-Link, etc.)
• VLANs, DHCP, IP addressing, firewall settings
• Understand and optimise networks for VoIP environments
• Work alongside customer IT teams where required

CASE OWNERSHIP & COMMUNICATION

Take full ownership of cases from start to resolution

Maintain excellent case hygiene:

• Clear notes
• Accurate updates
• Strong follow-up discipline
• Deliver professional communication (written & verbal)
• Use Salesforce (or similar CRM) effectively

TEAM SUPPORT & HYBRID WORKING APPROACH

We operate as a lean, collaborative support team, and this role reflects that.

While this is a second line position focused on escalations and complex issues, you will also be expected to contribute across the wider support function.

This includes:

• Supporting first line during peak demand or high workload periods
• Assisting with triage, initial diagnostics, and customer queries
• Helping maintain overall team service levels
• This is not about hierarchy; it’s about team ownership and shared responsibility.

You are a second line specialist, but a team player first.

WHAT WE’RE LOOKING FOR

Essential

• Experience in telecoms support (1st and 2nd line)
• UCaaS / VoIP experience (any platform)
• Strong broadband and networking knowledge
• Excellent written and verbal communication skills
• Strong organisational and case management ability
• Ability to manage multiple cases effectively

Desirable

Experience with:

• Gamma Horizon
• LG iPECS (cloud or on-prem)
• Cisco Webex (Control Hub)
• Ubiquiti Wi-Fi
• Supplier escalation experience (Openreach, Gamma etc.)

What We’re Looking For (Personality):

• A natural problem solver who focuses on solutions
• Someone who takes ownership and sees things through
• A team player who will step in when needed
• Comfortable supporting both first and second line in a team-first environment
• Someone who takes pride in clear communication and well-managed cases

This Role Is NOT For You If:

• You prefer to work behind tickets without speaking to customers
• You struggle to explain technical issues in simple terms
• You avoid ownership of communication or updates
• You focus on technical detail but not the overall outcome

COMPANY BENEFITS

• Modern office environment with an excellent company culture
• Regular company and team social events (Summer & Christmas parties)
• Pension scheme
• 1 additional annual leave day per year of service (up to 5 extra days)
• BUPA healthcare cover after probation
• Referral programme
• Onsite free parking
• Complimentary tea and coffee facilities

OUR CULTURE

At Simplicity Group, we place strong emphasis on culture, teamwork, and long-term development.

We are not a high-churn environment, our people stay, grow, and build careers here. That same consistency is reflected in how we support our customers and deliver service.

This is an opportunity to join a high-performing, stable team where you can make a real impact.

HOW TO APPLY

Please send your CV to: hr@simplicity.group

Alternatively, contact Rob Girvan directly for a confidential discussion: 02890 664002