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About the Role
The L2 Unified Communications Support Engineer provides Level 2 operational support for IP telephony, unified communications, and contact centre services in an international, multi-site environment. The role handles incidents and requests that cannot be resolved by Level 1 support, performing technical diagnostics, collecting and analysing information, applying documented procedures, and escalating to Level 3 when necessary. The reference technical environment includes Cisco CUCM 12.x, Cisco Jabber, Cisco UCCX, and Cisco CUBE.
Responsibilities
- Handle incidents and service requests escalated by Level 1 support.
- Diagnose and resolve L2 incidents relating to telephony, unified communications, and contact center services.
- Address incidents involving phone and endpoint registration; inbound and outbound calls; basic routing issues; audio or video faults; voicemail issues where in scope; Cisco Jabber incidents; UCCX agent login and Finesse issues; and voice-quality problems.
- Contribute to Major Incidents by providing the technical analyses, traces, and information required to restore service.
- Apply workarounds, Known Error Records, and procedures defined by Level 3.
- Escalate complex incidents to Level 3 with a complete case file covering symptoms, tests performed, results, and collected technical evidence.
Requirements
- Must be able to use Cisco Unified RTMT.
- Must be able to use CDR and CMR.
- Must be able to use Cisco CUCM administration interfaces.
- Must be able to use Cisco UCCX tools and logs.
- Must be able to use Finesse administration.
- Must be able to use Cisco IOS diagnostic commands on CUBE.
- Must be able to use Syslog and SNMP monitoring tools.
- Must be able to use Wireshark for packet and SIP flow analysis.
- Must be able to use ITSM tools such as ServiceNow or Jira.
- Must be able to use Documentation tools such as Confluence or SharePoint.
- Working Knowledge of IT Service Management (ITSM) software (ServiceNow).
- Must obtain Security Check (SC) clearance.
- Must have resided continuously within the United Kingdom for the last 5 years to obtain SC clearance.
- May be asked about citizenship for security reasons.
Skills
- IP telephony
- Unified communications
- Contact centre services
- Cisco CUCM 12.x
- Cisco Jabber
- Cisco UCCX
- Cisco CUBE
- Cisco Unified RTMT
- CDR and CMR
- Cisco CUCM administration
- Cisco UCCX tools and logs
- Finesse administration
- Cisco IOS diagnostic commands
- Syslog
- SNMP monitoring
- Wireshark
- Packet analysis
- SIP flow analysis
- ServiceNow
- Jira
- Confluence
- SharePoint
Location
- Stevenage
- Portsmouth
- Newport
Work Type
- Full time
- On-site
Experience Level
- Level 2 support
Benefits
- Encouraged positive work-life balance
- Hybrid-first way of working
- Flexible working arrangements
- Accredited Great Place to Work for Wellbeing in 2023
- Trained Mental Health Champions
- Wellbeing apps (Thrive and Peppy)
- Empowered to explore, innovate, and progress
- Countless training and development opportunities
- Access to 250,000 courses
- External certifications (AWS, Microsoft, Harvard ManageMentor, Cybersecurity)
About the Company
- Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value.
- We imagine the future of organisations and make it real with AI, technology and people.
- With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries.
- We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.
- The Group reported 2025 global revenues of €22.5 billion.
- Make it real | www.capgemini.com
Equal Opportunity
- We have built an inclusive and welcoming environment, for everyone.
- We are a Disability Confident Employer
- Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme.
- As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who: Declare they have a disability, and Meet the minimum essential criteria for the role.