Telephony and Connectivity Analyst

ARO Technology

Telephony and Connectivity Analyst resolving broadband and VoIP telephony issues for customers at ARO. Hybrid role requiring 3 days in office Glasgow, 2 days remote.

Posted 7/13/2026full-timeGlasgow • 🇬🇧 United KingdomMid-LevelSenior💰 £29,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Incident Management and Troubleshooting for VoIP solutions, with a strong focus on customer service excellence and effective communication. Proficient in managing support tickets and collaborating within a technical support environment to resolve connectivity issues efficiently.

Highest-signal resume keywords

Incident ManagementVoIP TroubleshootingCustomer Service ExcellenceGamma Telephony ExpertiseTicket Lifecycle Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

VoIP SolutionsTroubleshootingCircuit Fault ResolutionSIP ProtocolsQuality of Service (QoS)ServiceNowTelephony PlatformsNetwork InfrastructureTechnical SupportAnalytical Problem-Solving

Soft Skills

Customer CommunicationTeam CollaborationEmpathyDe-escalationProactive Attitude

Certifications & Qualifications

Gamma Certification

Industry Keywords

TelephonyBroadband ConnectivityUnified CommunicationsHelpdesk SupportService Level Agreements (SLAs)

Tech Stack

Tools & technologies

ServiceNowSwiftVoIP

About the role

Key responsibilities & impact

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 you’ll need

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), 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

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