At a Glance
- Tasks: Diagnose and resolve telephony and connectivity issues while providing exceptional customer support.
- Company: Join ARO, a dynamic tech company in Glasgow with a hybrid work culture.
- Benefits: Enjoy a competitive salary, private medical insurance, and 25 days holiday.
- Other info: Opportunity for career growth in a fast-paced, collaborative environment.
- Why this job: Make a real impact by solving technical challenges and enhancing customer experiences.
- Qualifications: 5+ years in IT support, strong problem-solving skills, and excellent communication.
The predicted salary is between 30000 - 40000 £ per year.
Location: Glasgow (Hybrid – 3 days in the office)
Salary: £33,000
Contract type: Permanent
About the role
At ARO we are looking for an experienced and detail-oriented Senior Telephony & Connectivity Analyst to join our Support Desk team. In this role, you will act as a key technical escalation point, helping to keep our clients connected by diagnosing and resolving voice and data connectivity issues. Working across a diverse range of technologies, you will combine strong technical expertise with a customer-focused approach to deliver effective solutions and an exceptional support experience.
This position is ideal for someone who enjoys investigating technical challenges, analysing complex problems and identifying practical solutions in a fast-paced environment. You will have the opportunity to work independently, take ownership of incidents through to resolution, and collaborate closely with colleagues to share knowledge and contribute to the continuous improvement of our services and processes.
Please note that this is a Hybrid role with onsite requirement in Glasgow 3 days a week. You must be able to commute to the office and have your own transport.
What you’ll do
- Act as a primary point of contact for telephony and broadband-related support requests, diagnosing and resolving issues efficiently while meeting agreed service levels and customer expectations.
- Investigate, troubleshoot, and resolve a wide range of voice and connectivity issues, leveraging technical expertise to minimise disruption and restore service as quickly as possible.
- Communicate technical information in a clear, accessible, and professional manner, providing regular updates and ensuring customers remain informed throughout the resolution process.
- Take ownership of incidents from initial investigation through to resolution, coordinating with internal teams, suppliers, and service providers where escalation is required.
- Ensure support tickets, customer records, network configurations, and service information are accurately documented to support knowledge sharing, service continuity, and effective team collaboration.
- Identify recurring issues, process improvements, and opportunities to enhance service delivery, contributing to the ongoing development of the Support Desk function.
- Act as a technical escalation point within the team, providing guidance and support to colleagues while helping to develop best practices and technical capability across the department.
What we are looking for?
Essential
- Support Desk Experience: At least 5 years’ experience in an IT Service Desk, ISP, or Telecoms support role, with a proven track record of resolving customer issues efficiently and professionally.
- Thrives in a Busy Environment: Comfortable managing multiple priorities, handling a varied ticket queue, and staying focused when dealing with major incidents or service outages.
- Great Communicator: Able to explain technical issues in a clear and straightforward way, keeping customers informed and reassured throughout the resolution process.
- Problem Solver: Enjoys getting to the root cause of issues, investigating faults, and finding practical solutions to complex technical problems.
- Self-Motivated Team Player: Able to work independently and take ownership of issues, while also sharing knowledge and supporting colleagues when needed.
- Technical Knowledge: Strong understanding of broadband and connectivity services, including ADSL, FTTC, FTTP, SoGEA, leased lines, and Ethernet circuits, along with VoIP and SIP technologies.
Desirable
- It would be great if you also have experience with:
- SIP and VoIP platforms and troubleshooting
- Networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, routing, and switching.
- Gamma Horizon (Hosted VoIP)
- Gamma SIP Trunks
- Gamma Inbound services
- Gamma Broadband and Ethernet provisioning/fault diagnostics via the Gamma Porta
- Working with suppliers and carriers to manage faults, escalations, and service delivery.
Benefits
- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus
Senior Telephony and Connectivity Support Analyst in Glasgow employer: ARO group
At ARO, we pride ourselves on being an exceptional employer that values technical expertise and a customer-focused approach. Our hybrid work model in Glasgow allows for a balanced work-life dynamic, while our commitment to employee growth through continuous training and development ensures that you can thrive in your career. With competitive benefits including a pension scheme, private medical insurance, and generous holiday allowances, ARO is dedicated to fostering a supportive and rewarding work environment for all team members.
