Telecom Support Engineer

Salary: £26,000 - 30,000 per year

Requirements:

• We require experience in telecoms support across first and second line.
• We require UCaaS and VoIP experience on any platform.
• We require strong broadband and networking knowledge.
• We require excellent written and verbal communication skills.
• We require strong organisational skills and the ability to manage cases effectively.
• We require the ability to handle multiple cases at once.
• We prefer experience with Gamma Horizon, LG iPECS, Cisco Webex Control Hub, and Ubiquiti Wi-Fi.
• We prefer supplier escalation experience with providers such as Openreach and Gamma.
• We are looking for a natural problem solver who focuses on solutions.
• We are looking for someone who takes ownership and sees tasks through to completion.
• We are looking for a team player who can step in when needed.
• We are looking for someone comfortable supporting both first and second line in a team-first environment.
• We are looking for someone who takes pride in clear communication and well-managed cases.

Responsibilities:

• We manage escalated support cases across UCaaS and VoIP platforms, broadband, ethernet, and data services.
• We diagnose and resolve complex voice and network issues.
• We provide clear resolution plans and next steps.
• We configure and troubleshoot business-grade routers, VLANs, DHCP, IP addressing, and firewall settings.
• We optimise networks for VoIP environments.
• We work alongside customer IT teams where required.
• We take full ownership of cases from start to resolution.
• We maintain clear notes, accurate updates, and strong follow-up discipline.
• We deliver professional communication in written and verbal formats.
• We use Salesforce or a similar CRM effectively.
• We support first line during peak demand or high workload periods.
• We assist with triage, initial diagnostics, and customer queries.
• We help maintain overall team service levels.

Technologies:

• Cloud
• Cisco
• CRM
• Ethernet
• Firewall
• Support
• Network
• Salesforce

More:

We are Simplicity Group, specialists in fully managed communications and technology solutions for businesses across the UK and Ireland, including VoIP phone systems, broadband, connectivity, and cloud collaboration platforms. Our headquarters is in Belfast, and we have a growing team across the UK and Ireland. We partner with leading technology providers to deliver reliable, scalable, and future-ready solutions. We pride ourselves on service, support, long-term customer relationships, and a collaborative culture where people stay, grow, and progress. This is a full-time, permanent in-person role offering a modern office environment, strong company culture, regular social events, a pension scheme, additional annual leave for service, BUPA healthcare cover after probation, a referral programme, free onsite parking, and complimentary tea and coffee.

last updated 31 week of 2026