Support escalation engineer Work, Jobs in Glasgow, Glg (with Salaries)

Telephony and Connectivity Analyst
ARO —Glasgow
- £29,000 a year
- Full-time
- Hybrid work
- Customer service
- Analysis skills
- IT
- Employee assistance programme
Quick apply
3rd Line Senior Support Consultant
RM Education Limited —Bellshill
- Hybrid work
- Azure
- Scripting
- SharePoint
- Annual leave
14d
Customer Field Team Leader
CityFibre —Glasgow
- Full-time
- Hybrid work
- Travel
- Leadership
- Annual leave
Quick apply
Application Configuration Engineer
Magentus —Glasgow
- £30,000 - £33,000 a year
- Hybrid work
- Bachelor's degree
- Software development
- APIs
- Annual leave
- Employee assistance programme
12d
Infrastructure Engineer (2nd Line)
Chemify Ltd —Glasgow
- Full-time
- Azure
- Engineering
- AWS
Quick apply
Nightshift Operator
City Facilities Management (UK) —Glasgow
- Full-time
- Communication skills
13d
Lead Site Reliability Engineer - Operations Excellence
JPMorganChase —Glasgow
- Full-time
- Azure
- AWS
- Analysis skills
Automation Support Engineer
Muller Group —Bellshill
- Full-time
- Analysis skills
- Continuous improvement
- IT
Quality Engineer
ASSYSTEM —Helensburgh
- Full-time
- Hybrid work
- Engineering
- Quality control
- Annual leave
- Employee assistance programme
Quick apply
Associate Controls Analyst (Defence)
AECOM —Glasgow
- Full-time
- Hybrid work
- PMP
- Engineering
- Data analysis skills
Lead End User Computing Engineer (Sharepoint/Power Platform)
OFGEM —Glasgow
- £52,397 - £62,699 a year
- Full-time
- Hybrid work
- Azure
- DevOps
- Presentation skills
- Annual leave
- Flexible schedule
Customer Quality Engineer
Peak International Group —Renfrew
- £0.01 a year
- Management
- Military
- Continuous improvement
Quick apply
12d
Quality Engineer
Altrad —Glasgow
- Microsoft Excel
- Engineering
- Quality control
Quick apply
OT Implementation Consultant
Natural Power —Glasgow
- £27,000 - £40,000 a year
- Monday to Friday
- IT
- Annual leave
- Employee assistance programme
8d
Customer Quality Engineer
Peak Scientific —Glasgow
- Management
- Military
- Continuous improvement
12d
Industrial Refrigeration Supervisor
Bailey & Bowes Recruitment —Glasgow
- £55,000 - £60,000 a year
- Overtime
Quick apply
6d
Commercial Controller - Glasgow Head Office
City Facilities Management (UK) —Glasgow
- Full-time
- Presentation skills
Senior Load Balancing Engineer
Morgan Stanley —Glasgow
- Full-time
- Computer networking
- Organisational skills
- SharePoint
5d
Quality Technician
Vertiv —Clachan of Campsie
- Microsoft Office
- Assembly
- Quality control
3h
Commercial Print Engineer
Canon —Glasgow
- £35,273 a year
- Full-time
- Hybrid work
- Customer service
- IT
- Communication skills
- Free parking
- Employee discount

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support escalation engineer jobs near glasgow, glg

Telephony and Connectivity Analyst

ARO -
Glasgow

Quick apply

Job details

Full-time
£29,000 a year

Benefits

Company pension
Employee assistance programme
Private medical insurance

Qualifications

Cloud infrastructure
Customer service
Analysis skills
VoIP
Telecommunication
ServiceNow
IT
Communication skills
Help desk

Full job description

Job Title: Telephony and Connectivity Analyst

Location: Glasgow

Salary: Up to £29,000 Depending on Experience

Contract type: Permanent

#LI-Hybrid

About the role

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.

What you'll do

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 we are looking for?

Essential

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.

Desirable

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

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.

Quick apply

Refine Your Search

support escalation engineer jobs in glasgow, glg

Telephony and Connectivity Analyst

3rd Line Senior Support Consultant

Customer Field Team Leader

Application Configuration Engineer

Infrastructure Engineer (2nd Line)

Nightshift Operator

Lead Site Reliability Engineer - Operations Excellence

Automation Support Engineer

Quality Engineer

Associate Controls Analyst (Defence)

Lead End User Computing Engineer (Sharepoint/Power Platform)

Customer Quality Engineer

Quality Engineer

OT Implementation Consultant

Customer Quality Engineer

Industrial Refrigeration Supervisor

Commercial Controller - Glasgow Head Office

Senior Load Balancing Engineer

Quality Technician

Commercial Print Engineer

I want to receive the latest job alerts for support escalation engineer in glasgow, glg

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