Telephony and Connectivity Analyst

Job Title: Telephony and Connectivity Analyst

Location: Glasgow

Salary: Up to £29,000 Depending on Experience

Contract type: Permanent

#LI-Hybrid

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 escalate complex or high-priority faults to Senior Telephony Engineers when required, ensuring a seamless handover of information.

Requirements

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), QoS (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

Who are we?

ARO has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change. 

Why Work for ARO?

At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

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

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.