Simplicity Group
Telecom Support Engineer
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THE OPPORTUNITY
Simplicity Group is continuing to invest in its Telecom division and, due to growth and increased demand, is recruiting multiple experienced Telecom Support Engineers to strengthen our technical capability and support the next phase of growth. We are looking to appoint quickly, so early availability is a real advantage.
This is an opportunity to become one of the technical experts within our Telecom Operations team, supporting a wide range of hosted telephony, connectivity, and networking solutions for business customers across the UK & Ireland.
- You will take ownership of technical tickets and escalations end-to-end, troubleshoot complex customer issues, work closely with our suppliers, and help deliver an outstanding customer experience.
- We deliberately don't operate rigid "first-line / second line" silos. Every engineer is trained and trusted to own the full range of support tickets, resolving them through to completion and only escalating genuinely complex engineering work to our senior engineers. It's a structure that keeps us collaborative, stops issues being passed around, and gives every customer a faster, better outcome.
If you enjoy solving technical problems, working across multiple technologies, and making a genuine difference to customers, we would love to hear from you.
WHAT WE ARE 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.
This is a specialist telecom engineering role, not an entry-level or general IT support position. Because we operate a high-performing team, we need people who can contribute from day one
You must have proven, hands-on experience within a telecom or communications provider (or a closely comparable environment and technology stack), specifically across UCaaS / hosted telephony and Data Connectivity. Candidates from a purely general IT support, desktop, or deployment background without direct telecom industry experience will not be suitable for this role.
ABOUT OUR TELECOM DIVISION
Simplicity Group delivers business-critical connectivity and communications solutions across the UK & Ireland.
Our portfolio includes Hosted VoIP, Microsoft Teams Calling, Business Mobile, Data Connectivity, Managed Wi-Fi, SIP, Cisco Webex, and LG iPECS solutions.
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We support organisations across healthcare, professional services, logistics, manufacturing, and multi-site businesses where reliable communication is essential to day-to-day operations.
Our focus is simple: deliver outstanding technical support, exceptional customer service and long-term partnerships built on trust, expertise, and reliability.
THE ROLE
- Own and resolve telecom support tickets across the full range of complexity, from everyday requests through to complex technical escalations
- Diagnose and resolve hosted telephony, UCaaS and data connectivity issues
- Support Horizon, Horizon for Webex, Webex for Gamma, Gamma Contact, LG iPECS and Cisco platforms
- Configure and troubleshoot routers, firewalls, switches, and local network infrastructure
- Diagnose broadband, FTTP, SIP and connectivity faults
- Escalate and manage incidents with suppliers including Gamma, Openreach, Viatel and other carrier partners
- Share knowledge and provide technical guidance to colleagues across the team
- Work closely with Engineering and Sales to deliver successful customer outcomes
- Maintain accurate documentation within our CRM and support systems
- Contribute to continuous improvement across technical processes and customer support
WHAT SUCCESS LOOKS LIKE
- High first-time resolution rates
- Strong customer satisfaction and service delivery
- Confident ownership of technical tickets and escalations end-to-end
- Excellent collaboration across the wider team and Engineering
- Accurate technical documentation and knowledge sharing
- Continuous improvement of support standards and technical capability
ESSENTIAL EXPERIENCE
- Proven experience within a telecom / communications provider or closely comparable environment
- Hands-on support experience across UCaaS / hosted telephony (e.g. Gamma Horizon, Webex, Microsoft Teams Calling, SIP, LG iPECS)
- Hands-on experience supporting Data Connectivity (broadband, FTTP, Ethernet, SIP trunks)
- Solid networking fundamentals: TCP/IP, VLANs, routing and switching
- Confident configuring routers and troubleshooting connectivity issues
- Excellent verbal and written communication, able to translate technical detail for customers and colleagues
- Strong ownership mindset, sees issues through to resolution
DESIRABLE EXPERIENCE
- Supplier/carrier engagement (Gamma, Openreach, Viatel)
- DrayTek, TP-Link, Ubiquiti, or similar networking equipment
- Structured cabling and LAN infrastructure
- Microsoft 365 administration
- Basic Windows Server and Active Directory knowledge
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WHAT WE OFFER
- Competitive salary
- Pension
- Bupa Private Healthcare
- YuLife wellbeing platform
- Structured onboarding and technical training
- Ongoing product certification and supplier training
- Exposure to the latest telecom technologies
- Modern office environment with onsite parking
- Professional, high-performance culture focused on continuous improvement
ABOUT SIMPLICITY GROUP
Simplicity Group delivers advanced Business Connectivity and Telecom solutions across the UK & Ireland, supporting organisations where reliable communication is critical to daily operations.
We work with businesses across healthcare, professional services, logistics, manufacturing, and other multi-site organisations, delivering hosted telephony, connectivity, networking, and unified communications solutions backed by exceptional technical support.
Alongside our Telecom division, we also deliver advanced Fleet Risk Management solutions, giving customers a broader technology partnership across both operational and communication needs.
Our culture is built on accountability, professionalism, and high standards. We invest in people who take ownership, continually develop their expertise, and are committed to delivering exceptional customer outcomes.
APPLICATION REQUIREMENTS
- Minimum 2-3 years' experience within a telecom support or technical engineering role (telecom industry experience essential)
- Demonstrable UCaaS / hosted telephony and Data Connectivity experience
- Strong troubleshooting and diagnostic skills
- Excellent verbal and written communication
- Full UK driving licence (preferred)
- Comfortable working full-time from our Belfast office
- Positive, collaborative, and customer-focused approach
EQUAL OPPORTUNITIES
Simplicity Group Ltd is committed to equal employment opportunities and considers all individuals for employment based on merit, qualifications, and suitability for the role.
All successful candidates will be subject to appropriate identity, employment, and reference checks as part of our recruitment process.
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Private medical insurance
- Referral programme
Application question(s):
Work Location: Belfast
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