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

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.

• 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 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.

• 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.

• 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), Quality of Service, and hosted telephony environments.
• Familiarity with Telephony Platforms: Experience administering or supporting telephony solutions from vendors such as Gamma or NFON.

• 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