Senior Telephony and Connectivity Support Analyst

Job Title:             Senior Telephony and Connectivity Support Analyst

Location:             Glasgow (Hybrid – 3 days in the office)

Salary:                 £33,000

Contract type:    Permanent

#LI-Hybrid

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

• Actas 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 services, including:

·       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.

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.