Senior Telephony and Connectivity Support Analyst

ARO Technology

Senior Telephony and Connectivity Support Analyst diagnosing connectivity issues at ARO. Collaborating with teams to resolve technical challenges in a hybrid work environment.

Posted 6/18/2026full-timeGlasgow • 🇬🇧 United KingdomSenior💰 £33,000 per yearWebsite

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

Act as 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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Hard Skills & Tools

troubleshootingissue resolutiontechnical supportnetwork configurationservice continuityprocess improvementVoIPSIPADSLEthernet circuits

Soft Skills

communicationproblem solvingteam collaborationself-motivationownershipcustomer servicetime managementadaptabilityattention to detailtechnical guidance