At a Glance
- Tasks: Provide first-line technical support and troubleshoot customer issues.
- Company: Pelion is a dynamic company in the IoT and telecoms sector.
- Benefits: Enjoy competitive pay, professional development, and a collaborative work culture.
- Other info: Diversity and inclusion are core values at Pelion.
- Why this job: Join a supportive team and make a real impact on customer success.
- Qualifications: Strong communication skills and a willingness to learn are essential.
The predicted salary is between 24000 - 36000 £ per year.
About the Role
Pelion is seeking a curious and motivated Service Support Analyst to join our first-line technical support team. If you’re passionate about delivering great customer experiences, eager to grow your technical skills, and excited by the fast-moving world of IoT and telecoms, this is the role for you.
As the first point of contact for our customers, you’ll play a crucial role in supporting their success. You’ll troubleshoot and resolve technical issues, escalate complex problems, and collaborate across technical teams to ensure seamless service. You’ll be surrounded by a supportive team of engineers and support professionals who value learning, growth, and making a difference.
Whether you’re early in your tech journey or looking to deepen your experience, we care more about your ability to learn and think critically than checking every box.
What You’ll Be Doing
- Be the front line for incoming technical incidents, service requests, and change requests via email, ticketing system, and phone.
- Provide first-level technical support across all of our Connectivity Management products and services to our customers.
- Resolve issues directly or coordinate with senior support engineers and other internal teams for deeper investigations.
- Communicate clearly and empathetically with customers to keep them informed and confident in the support process.
- Escalate and liaise with mobile network operators, hardware vendors, and third-party partners where required.
- Log, manage, and update support tickets with detailed and useful information.
- Maintain and contribute to internal documentation and knowledge base articles.
What We’re Looking For
We don’t expect perfection—we’re after someone who brings the right mindset and a willingness to learn.
Must-Haves:
- Excellent verbal and written communication skills – clear, calm, and customer-friendly.
- Genuine curiosity and a problem-solving mindset.
- Ability to manage priorities and work across multiple tasks in a dynamic environment.
- An understanding of service SLAs and customer impact.
Nice-to-Haves (or things you’ll learn fast with us):
- Exposure to networking fundamentals – IP, DNS, VPNs, or routing.
- Interest in mobile and cellular technologies (e.g., SIM provisioning, LTE, NB-IoT, etc.).
- Experience in a help desk, service desk, or tech support environment.
- Familiarity with ticketing systems like Hubspot & Jira.
Why Join Pelion?
At Pelion, you\'ll have the opportunity to make a significant impact by shaping the customer success function and driving meaningful growth for both our customers and the company. We offer a collaborative and innovative work environment, competitive compensation, and opportunities for professional development.
How to Apply
Interested candidates are invited to apply through our career portal: Pelion Careers.
Pelion is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-LjbffrService Support Analyst (1st Line Technical Support) in Glasgow employer: Pelion
Pelion is an exceptional employer that fosters a collaborative and innovative work environment, perfect for those eager to grow their technical skills in the fast-paced world of IoT and telecoms. With a strong focus on employee development, competitive compensation, and a commitment to diversity and inclusion, Pelion empowers its team members to make a meaningful impact while supporting customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Service Support Analyst (1st Line Technical Support) in Glasgow
✨Tip Number 1
Familiarise yourself with common technical issues related to connectivity management products. Understanding the basics of IP, DNS, and VPNs will help you troubleshoot effectively and demonstrate your eagerness to learn.
✨Tip Number 2
Practice your communication skills by engaging in role-play scenarios where you explain technical concepts to non-technical individuals. This will prepare you for the customer interactions you'll have as a Service Support Analyst.
✨Tip Number 3
Get comfortable with ticketing systems like Hubspot and Jira. Familiarity with these tools will not only make you more efficient but also show your proactive approach to learning the necessary skills for the role.
✨Tip Number 4
Network with professionals in the tech support field, especially those who work with IoT and telecoms. They can provide insights into the industry and may even share tips on how to excel in a first-line support role.
We think you need these skills to ace Service Support Analyst (1st Line Technical Support) in Glasgow
Some tips for your application 🫡
Understand the Role:Before applying, take the time to thoroughly read the job description for the Service Support Analyst position. Understand the key responsibilities and required skills, such as excellent communication and a problem-solving mindset.
Tailor Your CV:Make sure your CV highlights relevant experience, especially in technical support or customer service roles. Emphasise any exposure to networking fundamentals or familiarity with ticketing systems like Hubspot and Jira.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've resolved technical issues or supported customers in the past, demonstrating your curiosity and willingness to learn.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a role in technical support.
How to prepare for a job interview at Pelion
✨Show Your Curiosity
Demonstrate your genuine curiosity during the interview. Ask insightful questions about the role, the team, and the technologies used at Pelion. This shows that you're not just interested in the job, but also eager to learn and grow.
✨Communicate Clearly
Since excellent communication skills are a must-have for this role, practice articulating your thoughts clearly and calmly. Use examples from your past experiences to illustrate how you've effectively communicated with customers or resolved issues.
✨Familiarise Yourself with Technical Concepts
Brush up on basic networking concepts like IP, DNS, and VPNs before the interview. Even if you don't have extensive experience, showing that you understand these fundamentals can set you apart as a candidate who is ready to learn.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Think of examples where you've successfully handled technical issues or customer complaints, and be ready to explain your thought process.
