At a Glance
- Tasks: Provide second line support for telecom issues and ensure high-quality case ownership.
- Company: Join Simplicity Group, a leader in managed communications and technology solutions.
- Benefits: Enjoy a modern office, social events, and extra annual leave for each year of service.
- Other info: Be part of a stable team where growth and teamwork are valued.
- Why this job: Make a real impact in a collaborative environment while developing your career.
- Qualifications: Experience in telecom support and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
We’re adding to our telecom operations team. This is a great fit for someone who wants responsibility, fast progression, and the chance to drive real value for customers through better connectivity and communication.
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, 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:
- 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
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
- 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
- Supporting first line during peak demand or high workload periods
- Assisting with triage, initial diagnostics, and customer queries
- Helping maintain overall team service levels
- 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
- 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 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
- 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
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:
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
Experience with:
What We’re Looking For (Personality)
This Role Is Not For You If
Company Benefits
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.
Telecom Support Engineer - 2nd Line Escalations (Hybrid) in Belfast employer: Simplicity Group
At Simplicity Group, we pride ourselves on being an exceptional employer that fosters a collaborative and supportive work culture. Our commitment to employee growth is evident through our low staff turnover and the numerous opportunities for career progression, all while working in a modern office environment in Northern Ireland. Join us to make a meaningful impact in the telecom industry, where your contributions are recognised and valued.
StudySmarter Expert Advice🤫
We think this is how you could land Telecom Support Engineer - 2nd Line Escalations (Hybrid) in Belfast
✨Tip Number 1
Get to know the company inside out! Research Simplicity Group's values, services, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role requires translating complex issues into simple terms, try explaining technical concepts to friends or family. The clearer you are, the better you'll connect with potential colleagues.
✨Tip Number 3
Be ready to showcase your problem-solving skills during interviews. Prepare examples of how you've tackled tough technical challenges in the past. This will demonstrate your ability to take ownership and drive solutions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining our collaborative environment at Simplicity Group.
We think you need these skills to ace Telecom Support Engineer - 2nd Line Escalations (Hybrid) in Belfast
Some tips for your application 🫡
Show Your Passion for Telecom:When writing your application, let us see your enthusiasm for telecom support! Share any relevant experiences or projects that highlight your interest in connectivity and communication. We love candidates who are genuinely excited about the industry.
Tailor Your Application:Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. Highlight your experience with UCaaS/VoIP platforms and your ability to communicate complex issues simply. This shows us you’ve done your homework!
Be Clear and Concise:We appreciate clear communication, so keep your application straightforward. Use bullet points where necessary and avoid jargon unless it’s relevant. Remember, you’re showcasing your ability to explain technical issues simply, so practice that in your writing!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at Simplicity Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of UCaaS and VoIP platforms like Horizon or iPECS. Be ready to discuss how you've diagnosed and resolved complex voice and network issues in the past. This will show that you can translate technical jargon into simple explanations, which is key for this role.
✨Showcase Your Communication Skills
Prepare to demonstrate your ability to communicate effectively with both technical and non-technical audiences. Think of examples where you've taken ownership of a case and provided clear updates. This will highlight your commitment to customer service and case management.
✨Emphasise Teamwork
Since this role values a team-first approach, be ready to share experiences where you've collaborated with others, especially during peak demand times. Discuss how you’ve supported first-line teams or contributed to maintaining service levels, showing that you're a team player.
✨Prepare for Problem-Solving Scenarios
Anticipate questions that assess your problem-solving skills. Think of specific instances where you’ve tackled complex issues and how you approached them. This will demonstrate your natural problem-solving abilities and your focus on delivering solutions rather than just fixing problems.
