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 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. What You'll Do Act as the 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.

Essential Requirements At least 5 years of experience in an IT Service Desk, ISP or Telecoms support role with a proven track record of resolving customer issues efficiently and professionally. Comfortable managing multiple priorities, handling a varied ticket queue and staying focused during major incidents or service outages. Clear communicator, able to explain technical issues in a straightforward way and keep customers informed and reassured.

Root cause thinker, enjoys investigating faults and finding practical solutions to complex technical problems. Self‑motivated team player, able to work independently, take ownership of issues and share knowledge with colleagues. Strong technical knowledge of broadband and connectivity services including ADSL, FTTC, FTTP, SoGEA, leased lines and Ethernet circuits, as well as VoIP and SIP technologies.

Desirable SIP and VoIP platform troubleshooting. Networking fundamentals including TCP/IP, DNS, DHCP, VLANs, routing and switching. Experience with Gamma services such as Gamma Horizon, Gamma SIP Trunks, Gamma Inbound services and Gamma Broadband/Ethernet provisioning and fault diagnostics via Gamma Porta.

Working with suppliers and carriers to manage faults, escalations and service delivery. Benefits Company Pension Scheme with matching contributions. Company Perks portal.

Private Medical Insurance. Life Assurance. 25 days holiday plus bank holidays and holiday trading. Birthday off.

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