Application Support Analyst

A bit about us   

At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS) – we’re a dynamic, forward-thinking team revolutionizing the way businesses connect and communicate. 

We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region. We’re expanding rapidly to bring digital automation and Gamma-powered services to Enterprise, Public Sector and Small to medium businesses. Both direct and through a growing network of channel partners.

We move fast with a start-up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you’ll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas.

Who are we looking for?

Gamma is the fastest growing Telecommunications Company in Europe. As part of our rapid growth, we have identified a need for a Software Support Analyst.  

We want your enthusiasm so you can learn and build upon your existing industry technical skills. Here at Gamma, we use Microsoft SQL databases with Java. We also use scripting languages such as PowerShell. Gamma is also moving its infrastructure towards Cloud Computing (AWS).

We are looking for a candidate to show that they have the ability and drive to learn on their own initiative within a supported framework. You will become an integral part of the team, assisting with on-call out of hours support, out of hours debugging and Business Continuity.

What will you be doing day-to-day?

• Core rota responsibilities - Alarms/ Tickets/ Escalation/ Service Request / OOH Oncall
• Architectural overview and knowledge of the OSS Systems not limited to:
  • Middleware components
  • Database structure
  • Provisioning Flow
  • Log locations
• Maintenance of documentation pertinent to the team
• Portal release/ upcoming change review on supported architecture
• Maintain a close relationship with counterparts in other teams (Developers/ DBAs/ Value-Streams/ Sys-Admins / Core Networking / Service Desks etc).
• Ensure all Known Errors for given product area are reviewed frequently and fed back to the relevant owners
• Ensure all product related tickets have Known Errors, full RCA and being picked up in a timely manner.

What You’ll Need 

• A computer science degree or equivalent relevant experience
• Telecoms experience or Customer services preferably with Gamma product knowledge – voice, data, porting/number management
• MS Office skills
• Customer service skills
• Communication – both verbal and written
• Microsoft T-SQL
• Excellent technical mind
• Clear thinker – ability to understand what is a critical issue and a non-critical issue
• Confident, with the ability to call and work with other out of hours support staff when needed

Special Requirements: 

• OOH On call rota 7x24
• Some (limited) travel to other Gamma office’s locations maybe expected under extreme circumstances, but this is not expected to be the norm.

What do we offer you?   

• At Gamma, we believe in work-life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you.
• Family matters, too. With enhanced maternity and paternity pay, we’re here to support you as a parent and help you thrive in your career. 
• We care about your future, so our pension plan helps you save for the years ahead with contributions of up to 5.1% from Gamma, alongside your own contributions. 
• Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones. 
• We want you to share in our success. That’s why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma’s growth. 
• We’re committed to health, both physical and mental, and provide private medical insurance through Vitality, which extends to your immediate family at an additional cost. 
• And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably.  

A few things to note   

Unfortunately, we can't offer visa sponsorship or relocation support for this role.

Please note this role will be a hybrid role requiring 3 days a week from our Glasgow office

If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for!   

Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply.   

We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma.   

For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We‘re not looking to increase that network currently, so please don’t send speculative CVs.