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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Telecom Support Engineer (2nd Line) - **Company:** Simplicity Group - **Location:** Belfast, UK - **Contract:** Permanent contract - **Skills:** VoIP, Data as a Services, Dynamic Host Configuration Protocol, Ethernet, IP Addressing, Network Troubleshooting, Virtual Local Area Networks, Cisco WebEx, Computer Network Technologies, Firewalls (Computer Science) - **Published:** August 30, 2026 - **Apply:** https://www.collegerecruiter.com/job/2815439158-telecom-support-engineer-2nd-line ## About the Role * 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 ## Description 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. 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