Telecom Support Engineer (2nd Line)

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:

• 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., Second Line Support & Escalations

• 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:
• 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
• Clear notes
• Accurate updates
• Strong follow-up discipline

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.

• 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, * 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

Experience with:

• LG iPECS (cloud or on-prem), * 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, * 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

• Modern office environment with an excellent company culture
• Regular company and team social events (Summer & Christmas parties)
• 1 additional annual leave day per year of service (up to 5 extra days)
• 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.

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, 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.