At a Glance
- Tasks: Diagnose and resolve telephony and broadband issues while providing top-notch customer support.
- Company: Join a dynamic telecommunications company in Glasgow with a hybrid work model.
- Benefits: Enjoy a competitive salary, private medical insurance, and 25 days holiday plus your birthday off.
- Other info: Great opportunities for professional growth and technical training await you.
- Why this job: Kickstart your tech career and make a real difference in customer connectivity.
- Qualifications: Experience in IT support and a passion for technology are essential.
The predicted salary is between 29000 - 29000 £ per year.
Location: Glasgow
Salary: Up to £29,000 Depending on Experience
Contract type: Permanent
About the role
Are you passionate about technology and delivering outstanding customer service? We're looking for a motivated Telephony and Connectivity Analyst to join our specialist support team, where you'll play a key role in keeping our customers connected. You'll diagnose and resolve broadband and VoIP telephony issues, work alongside experienced Telephony Analysts and gain valuable expertise in a fast‑paced telecommunications environment. If you have support desk experience, enjoy solving technical problems and are eager to grow your career, we'd love to hear from you. Please note this is a hybrid role working 3 days in our Glasgow office and 2 days working remotely.
What you'll do
- Incident Management: Act as the primary responder for support requests and incidents regarding telephony platforms and broadband connectivity issues.
- Troubleshooting & Resolution: Accurately diagnose, troubleshoot, and resolve faults related to VoIP solutions, specifically utilizing providers such as Gamma, NFON, and TalkDesk.
- Broadband Support: Investigate and resolve circuit and connectivity faults, liaising with underlying network providers where necessary to ensure swift resolution.
- Ticket Lifecycle: Log, update, and manage support tickets through the service management platform (e.g., ServiceNow), ensuring accurate documentation and tracking against established SLAs.
- Customer Communication: Provide proactive, clear, and empathetic updates to end-users throughout the lifecycle of their support request, maintaining a high standard of customer care.
- Escalation: Triage and elevate complex or high‑priority faults to Senior Telephony Engineers when required, ensuring a seamless handover of information.
What we are looking for?
Essential
- Support Desk Experience: Proven experience working within an IT, helpdesk, or technical support environment.
- Customer Service Excellence: Exceptional communication skills with a demonstrated ability to manage customer expectations, de‑escalate frustrations, and deliver a positive support experience.
- Passion for Technology: A strong, genuine interest in emerging technologies, unified communications, and network infrastructure, coupled with a proactive attitude toward learning.
- Problem‑Solving: Strong analytical skills with a logical approach to identifying the root cause of technical faults.
- Team Collaboration: Ability to work effectively within a structured support tiering model and collaborate smoothly with technical colleagues and management.
Desirable
- Gamma Expertise: Previous exposure to, or certification in, Gamma telephony products and portals (highly advantageous).
- VoIP Fundamentals: Basic understanding of VoIP protocols (such as SIP), Quality of Service, and hosted telephony environments.
- Familiarity with Telephony Platforms: Experience administering or supporting telephony solutions from vendors such as Gamma or NFON.
Benefits
- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off, on us
- Health Club and Wellbeing Scheme
- ARO Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E‑learning
- Hybrid working
Telephony and Connectivity Analyst in Glasgow employer: ARO group
Join a dynamic team in Glasgow as a Telephony and Connectivity Analyst, where your passion for technology and customer service will thrive. With a strong focus on employee growth, we offer extensive training opportunities, a hybrid working model, and a supportive work culture that values collaboration and innovation. Enjoy competitive benefits including a company pension scheme, private medical insurance, and additional perks that make this an exceptional place to advance your career.
