Support Consultant - Enterprise Markets

Support Consultant – Enterprise Markets

Home based with occasional travel to site. 

A bit about us  

At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS) – we’re a dynamic, forward-thinking team revolutionizing the way businesses connect and communicate. We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region, and we’re expanding rapidly to bring digital automation and Gamma-powered services to SMEs through a growing network of channel partners. 

We move fast with a start-up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you’ll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas. 

What will you be doing day-to-day?  

• Receive and handle incidents and service requests, following agreed procedures.  

• Work with end users and partners via chat, email, phone and conference call.  

• Attend weekly and monthly conference calls with BrightCloud’s Clients and Partners, providing updates on status and progress of support tasks and project requests.  

• Use experience to address user problems and interrogate Knowledge Base for potential solution.  

• Contribute to the internal knowledge base of solutions and techniques.  

• Raise and manage technical support cases with 3^rd parties (e.g., Cisco TAC) as and when needed.  

• Performing moves adds and changes within the Contact Centre environments, covering; requirements capture, cost/time estimation and implementation.  

• Develop or co-author technical documentation, work instructions, change requests, training materials, etc. for both BrightCloud’s engineering team and customers.  

• Own and solve complex collaboration incidents.  

• Share knowledge and expertise to allow knowledge sharing and skill up among engineering team.  

• Take part in on-call rota for any urgent (only P1/P2) support cases that may arise 24/7  

• Assist senior engineers in complex collaboration and contact centre design/migration, performance engineering, or problem resolution projects to meet required milestones.  

• Support Collaboration and Contact Centre products with detailed experience in operation and configuration.  

• Perform on-site client visits as and when required.  

• Present and communicate the advantages of collaboration technologies to customers.  

• Requirements capture and formulation of quotations/ Change Request Documents.  

What you’ll need: 

Qualifications  

• Cisco CCNA Collaboration (or equivalent experience)  

• HND (or equivalent experience)   

Experience  

• 1-2 years of experience working on Cisco products in support or delivery.  

• Previous experience in similar role.  

Essential Skills (Technical) 

• Excellent ICT literacy skills (Microsoft Office suite)  

• Excellent ICT literacy Excellent ICT literacy skills (Microsoft Office suite)  

• Understanding of ITIL and business processes  

• Knowledge of Systems Monitoring Platform: SolarWinds and Nagios  

• Understanding of Unified Communications and Contact Centre architectures  

• Knowledge and good understanding of IP Telephony-related technologies, including:   

• Voice Gateway 
• CUBE  

What do we offer you?  

• At Gamma, we believe in work-life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you. 
• Family matters, too. With enhanced maternity and paternity pay and childcare vouchers, we’re here to support you as a parent and help you thrive in your career. 
• We care about your future, so our pension plan helps you save for the years ahead with contributions of 4.59% from Gamma, alongside your own contributions. 
• Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones. 
• We want you to share in our success. That’s why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma’s growth. 
• We’re committed to health, both physical and mental, and provide private medical insurance through Vitality, which extends to your immediate family. 
• And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably.  

A few things to note  

• Unfortunately, we can't offer visa sponsorship or relocation support for this role. 
• This role is home based with occasional travel to one of our sites.  
• If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for!  

Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply.  

We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma.  

For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We‘re not looking to increase that network currently, so please don’t send speculative CVs.