CX Support Engineer – Cisco Webex (Level 2) – Hybrid

Gamma; Manchester; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Private medical insurance

Pension contributions

Parental leave

Life assurance

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Employee discounts

Volunteer day

Job summary

Gamma is seeking a Level 2 CX Support Operations professional to deliver confident, customer-focused technical support for Cisco Webex and related CX tooling. You will own incidents end-to-end, provide structured investigation and coordinate escalations as required.

Join a collaborative team focused on service stability, SLA performance, knowledge sharing and continual improvement, with on-call duties and a flexible hybrid work model in the UK.

Qualifications

• Experience in Tier 2 support or service desk with Cisco Webex is highly beneficial.
• Exposure to Cisco collaboration and contact centre technologies (cloud and on-premises).
• Background in enterprise telephony and contact centre solutions.
• Strong understanding of SIP, voice networking and cloud communications.
• Ability to troubleshoot across apps, users, access, configurations, data and logs.

Responsibilities

• Provide Tier 2 application, solution and operational support for Cisco Webex clients.
• Own incidents and service requests end-to-end with clear updates.
• Investigate, troubleshoot and escalate where needed.
• Communicate progress clearly to customers and stakeholders.
• Collaborate with internal teams, vendors and third parties to resolve issues.
• Create and maintain knowledge documentation and team reporting.
• Join on-call rota and handle planned out-of-hours changes.
• Live Gamma values by taking ownership and supporting customers.

Skills

Tier 2 support

Cisco Webex

Customer communication

Incident management

On-call rota

Team collaboration

Problem solving

Knowledge management

SLA monitoring

Tools

Cisco Webex

Unity Connection

CUCM

Webex Calling

WxCCE

WxCC

Job description

Gamma is seeking a Level 2 CX Support Operations professional to deliver confident, customer-focused technical support for Cisco Webex and related CX tooling. You will own incidents end-to-end, provide structured investigation and coordinate escalations as required.

Join a collaborative team focused on service stability, SLA performance, knowledge sharing and continual improvement, with on-call duties and a flexible hybrid work model in the UK.