At a Glance
- Tasks: Provide second line support and resolve complex telecom issues for customers.
- Company: Join Simplicity Group, a leader in managed communications and technology solutions.
- Benefits: Enjoy a modern office, social events, and extra annual leave days.
- Other info: Collaborative culture with opportunities for growth and progression.
- Why this job: Make a real impact in a supportive team while developing your career.
- Qualifications: Experience in telecom support and strong communication skills required.
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
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
- 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)
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)
- 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.
Telecom Support Engineer (2nd Line) in London employer: Simplicity Group
At Simplicity Group, we pride ourselves on fostering a collaborative and supportive work environment where employees are encouraged to take ownership and drive their careers forward. With a strong emphasis on teamwork and long-term development, our low staff turnover reflects our commitment to employee satisfaction and growth, making this an ideal place for those seeking meaningful and rewarding employment in the telecom sector.
StudySmarter Expert Advice🤫
We think this is how you could land Telecom Support Engineer (2nd Line) in London
✨Tip Number 1
Get to know the company inside out! Research Simplicity Group, their values, and what they stand for. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about clear explanations and ownership, try explaining complex technical issues to friends or family. The clearer you can make it, the better you'll connect with potential employers.
✨Tip Number 3
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Simplicity Group family.
We think you need these skills to ace Telecom Support Engineer (2nd Line) in London
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 and to the point. Use bullet points where necessary to make it easy for us to read through your qualifications and experiences. Remember, clarity is key!
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 shows us you’re keen on joining our team at Simplicity Group!
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, as well as broadband and networking concepts. Be ready to explain complex technical issues in simple terms, as this is crucial for the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've diagnosed and resolved complex issues in the past. Highlight your ability to take ownership of cases and communicate effectively with customers, demonstrating that you’re not just a techie but also a great communicator.
✨Emphasise Teamwork and Flexibility
Since this role values a team-first approach, be ready to discuss your experiences working collaboratively. Share instances where you’ve supported first-line teams or stepped in during peak times to maintain service levels.
✨Practice Clear Communication
During the interview, focus on how you articulate your thoughts. Use clear, concise language when discussing your experience and ensure you can explain technical concepts in a way that anyone can understand. This will show that you can bridge the gap between technical details and customer needs.
