2nd Line Technical Support Engineer jobs

About Simplicity Group

Simplicity Group is a Belfast-based B2B telecoms provider with 15 years in the industry, serving businesses across Northern Ireland and the Republic of Ireland. Our portfolio covers cloud communications (UCaaS/CCaaS), data connectivity, SIP trunking, and business mobile.

We are a consultative cloud-first company. No legacy PBX, purely price-driven sales, or client self-installations. Our Telecom Operations team is sharp, genuinely invested, and takes pride in what they do.

The Role

We’re looking for a 2nd Line IT & Telecom Support Engineer to join our operations team in Belfast. This is a desk-based, internal support role — not a field engineering position.

You’ll be the technical backbone of our support operation: escalating from first line, owning complex customer cases, and working closely with our field engineers, project coordinator, and Head of Telecom Operations. You’ll be involved in live troubleshooting, in-house projects, technical SOPs, and helping deliver complex customer installations from an internal support perspective.

If you’re in IT or helpdesk support and want to specialise in B2B telecoms — this is the right move. We’ll invest in your development.

Location: 260 Tates Avenue, Belfast BT12 6NB

Working pattern: 4 days office-based, 1 day remote (after settling in, subject to review)

Contract: Full-time, permanent

Probation: 6 months

What You’ll Do Day-to-day in customer support:

• Handle inbound support calls and cases at 1st and 2nd line
• Diagnose and resolve issues across voice (SIP/VoIP), broadband/data, hosted telephony platforms (Horizon, Webex), and business mobile
• Own every case from first contact through to resolution — no handing off and forgetting
• Communicate proactively with customers: set expectations, provide updates, close professionally
• Keep Salesforce CRM accurate and up to date throughout every case

Team and operational support

• Support first line engineers with escalated cases and knowledge sharing
• Liaise with field engineers on installations, site issues, and customer handovers
• Assist the Head of Telecom Operations with in-house projects and technical SOPs
• Support the Project Coordinator on technically complex customer installations
• Maintain accurate documentation, case notes, and housekeeping standards
• Contribute to internal knowledge base and process improvements

What We’re Looking For

Communication is not optional. This role involves daily contact with business customers, internal teams, and third-party carriers and suppliers. We need someone who is confident on the phone, clear in writing, and professional in every interaction. It is the single most important requirement.

Essential

• Strong communication skills — verbal and written (non-negotiable)
• Experience in a helpdesk, IT support, or technical support role (1st line or 2nd line)
• Solid understanding of networking fundamentals: IP addressing, VLANs, routing, LAN/WAN
• Ability to manage your own caseload and priorities independently
• Customer ownership mentality — you follow up, you close, you document
• Right to work in the United Kingdom (see below)

Desirable — we will train the right person

• Experience with VoIP/SIP or hosted comms platforms (Horizon, Cisco Webex, LG iPECS, Teams Voice or similar)
• Familiarity with DrayTek or similar business routers
• Experience with managed Wi-Fi (TP-Link, Ubiquiti, or similar)
• Telecoms or network certifications (CompTIA Network+, CCNA, or equivalent)
• Experience using Salesforce & Field Service CRM
• B2B environment background

The soft skills that matter here

• Organised: tidy cases, complete notes, CRM always current
• Calm under pressure: business customers can be demanding — you always stay professional
• A genuine team player: supportive Telecom Operations team, no room for ego
• Motivated to learn: telecom knowledge we can teach; the right attitude we cannot

Right to Work in the UK

You must have the right to work in the United Kingdom. We are unable to offer visa sponsorship for this role. Applications from candidates who do not currently hold the legal right to work in the UK cannot be considered.

This Role Is NOT For You If…

• You are primarily a field installation or cabling engineer. We have a separate field engineering pipeline — if that’s your background, please look out for that role instead.
• You are applying from outside the UK and do not have the right to work here.
• Your background is purely application development, software engineering, or SOC/cyber security, with no IT support or networking experience.
• You’re expecting to work remotely full-time. This is an office-based role, 4 days per week minimum.
• You find customer phone calls uncomfortable. Our customers are businesses, and communication is central to every role here.
• You prefer to raise a ticket and move on. We expect case ownership from first contact to resolution.

A Note on Experience Level

We welcome applications from both first line and second line support candidates. If you’re strong at 1st line and ready to develop — tell us. If you’re already operating at 2nd line and want a more specialised telecom environment — we want to hear from you.

The best candidates we’ve seen share one thing: they communicate well and they take ownership. Technical knowledge develops with time and the right environment. Attitude and professionalism do not.

What’s on Offer

• Salary: £26,000 – £30,000 per year, depending on experience
• BUPA private health insurance — following successful completion of probation
• Company pension scheme
• Employee referral bonus
• On-site parking at 260 Tates Avenue
• Additional annual leave days (service-based)
• 4 days office-based, 1 day remote (after settling in)
• A supportive telecom operations team where your contribution is visible

Ready to Apply?

Apply via Indeed or send your CV to rob.girvan@simplicity.group. If you’d like an informal conversation before applying, feel free to get in touch 02890 664002.

Simplicity Group — 260 Tates Avenue, Belfast BT12 6NB

Job Types: Full-time, Permanent

Pay: £26,000.00-£30,000.00 per year

Application question(s):

• Do you permanently reside within Northern Ireland ?
• Do you require a work visa?
• How many years experience do you have within the Telecom Industry (UCaaS, CCaaS, Data Connectivity) ?
• Can you travel to our office Belfast, Tate's Avenue Monday to Friday>

Work authorisation:

• United Kingdom (required)

Work Location: In person