M365 L2 Engineer

About the job you’re considering

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. The engineer performs technical diagnostics, collects and analyses the information required for resolution, applies documented procedures, and escalates to Level 3 when an incident requires in-depth expertise, an architecture change, or complex cross-domain analysis.

The reference technical environment includes Cisco CUCM 12.x, Cisco Jabber, Cisco UCCX, and Cisco CUBE, which is used as the primary Session Border Controller.

This role is full time at Stevenage, Portsmouth or Newport -full time on site.

If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

Your role

• 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.

You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

Your skills and experience

• The engineer must be able to use the following tools:
• Cisco Unified RTMT;
• CDR and CMR;
• Cisco CUCM administration interfaces
• Cisco UCCX tools and logs;
• Finesse administration;
• Cisco IOS diagnostic commands on CUBE;
• Syslog and SNMP monitoring tools;
• Wireshark for packet and SIP flow analysis;
• ITSM tools such as ServiceNow or Jira;
• Documentation tools such as Confluence or SharePoint.
• Working Knowledge of IT Service Management (ITSM) software (ServiceNow)

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.

Please opt in during the application process.

Your security clearance and pre-employment checks

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.

Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Make it real - what does it mean for you?

Flexibility to work your way

You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Your wellbeing

You’d be joining an accredited Great Place to work for Wellbeing in 2023. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Shape your path

You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Shared energy

You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.

Why should you consider Capgemini?

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

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