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 focus on innovation.
- Benefits: Enjoy a competitive salary, hybrid working, and great perks like private medical insurance.
- Other info: Great opportunities for professional growth and a supportive team environment.
- 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.
- Job Title
- Telephony and Connectivity Analyst
- 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 Vo IP 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.
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 Vo IP solutions, specifically utilizing providers such as Gamma, NFON, and Talk Desk.
- 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., Service Now), 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.
Requirements
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.
- Vo IP Fundamentals: Basic understanding of Vo IP protocols (such as SIP), Qo S (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 and holiday trading
- 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
- #J-18808-Ljbffr
Telephony and Connectivity Analyst in Glasgow employer: ARO Technology
ARO Technology is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Cardiff. With a strong focus on employee growth, we provide ample opportunities for professional development and continuous improvement, ensuring that our team members thrive in their roles while enjoying the flexibility of hybrid working arrangements. Join us to be part of a supportive environment where your contributions directly impact our diverse portfolio of clients.
