2nd Line Voice Support Technician

Manchester, England, United Kingdom

7/29/2025

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.

Who are we looking for?

We’re looking for a collaborative 2nd Line Voice Support Technician to join our Indirect Channel team. This is a hands-on technical role focused on supporting Gamma’s partners with our Voice, Data, and UCaaS services. You’ll bring a strong understanding of VOIP/SIP-based technologies and thrive in a dynamic environment where fault resolution and excellent customer service are key.

If you’re passionate about technology, eager to solve complex problems, and ready to step into a role where you can truly make a difference, you'll be a great candidate for this role.

What will you be doing day-to-day? 

• Providing in depth, comprehensive technical support for incidents escalated to 2nd Line from our Customer Support teams
• Supporting Gamma’s full suite of Voice, Data, and UCaaS solutions
• Diagnosing and resolving issues related to VOIP/SIP, IP connectivity, hardware, and access services
• Troubleshooting network issues methodically and escalating where necessary to internal 3rd Line or external vendors
• Collaborating with other technical teams and our channel partners to ensure effective resolution and customer satisfaction
• Maintaining high standards of communication and documentation to ensure issues are resolved within agreed SLAs
  
  
  

What you’ll need:

Essential:

• Experience working in a 2nd Line support or fault desk environment
• Strong knowledge of SIP/VoIP, RTP, TCP/IP, NAT, and LAN/WAN protocols
• Demonstrated problem-solving ability and customer-first mindset
• Experience using diagnostic tools like Wireshark and managing PBXs
• Ability to manage escalations and collaborate cross-functionally to resolve issues
• Excellent communication, interpersonal, and organisational skills
  
  
  

Desirable:

• Certifications: CCNA, SIP-related qualifications
• Knowledge of UCaaS platforms and Gamma products
• Familiarity with Microsoft Teams, Ribbon, Metaswitch, Oracle, and Broadsoft
• Experience with firewall/router/switch configurations
• A-level or equivalent qualifications/experience; further education or relevant technical diplomas advantageous
  
  
  

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, we’re here to support you as a parent and help you thrive in your career.
• We offer a contributory pension plan to help you save for the years ahead, with Gamma’s contribution varying dependant on yours.
• 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 hybrid from our Manchester office.
• 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.