3rd Line IT Support Analyst

Job Title: 3rd Line Support Analyst

Salary: £37,500 - £45,000 (dependent on candidate alignment to role requirements)

Company: UK Connect Ltd

Department: Technical Operations

Employment: Full Time, Permanent

Location: Office-based at UK Connect HQ, Farnborough

Reports To: NOC Manager

Applicants Must

• Have the legal right to work in the UK.
• Be able to commute to our Farnborough office.
• Be willing to travel occasionally to customer sites.
• Hold a full UK driving licence (preferred).

Role Summary

UK Connect seeks a 3rd Line Support Analyst with proven experience in diagnosing and resolving complex network and connectivity issues within a managed services environment. You will play a pivotal role as a senior technical escalation point, supporting customers across a range of connectivity solutions including fixed-line, 5G, satellite, Wi-Fi and managed network services. Working closely with internal teams, customers and third-party providers, you will take ownership of high-priority incidents, perform advanced troubleshooting, and help drive continuous service improvement. Our mission is to connect the disconnected, bridge the connectivity gap, and unlock the full potential of all those we support.

About UK Connect

UK Connect is the leading national provider of advanced wireless connectivity, IOT solutions and professional services. We are the market leader in the UK construction sector. We enable our customers to solve their most critical technology challenges, enabling IOT technologies and Digital Transformation. We remain dedicated to connecting the disconnected, utilising enterprise-grade wireless technologies such as 5G FWA, LEO Sat, and 5G Private Cellular Networks, to name a few.

Established in 2013 with a robust CAGR of 32%, UK Connect connects over 2,500 sites yearly to advanced wireless communications and IOT Solutions. We are a small but agile business of 60+ people who passionately believe in our three core values: Collective Experts, Thinking Differently and Getting it Done.

About You

You are a natural problem solver with strong analytical skills. You possess a customer-focused mindset and are committed to delivering an excellent support experience. You are comfortable managing competing priorities and working under pressure within a NOC environment. You can communicate well with all stakeholders and are able to explain technical issues clearly. You seek out collaboration and enjoy supporting colleagues, customers and suppliers. You take an organised approach to work and hold yourself accountable to deadlines and urgent escalations.

Key Responsibilities

• Investigate and resolve complex network and connectivity incidents.
• Troubleshoot issues relating to routing, switching, firewalls, VPNs and internet connectivity.
• Perform remote configuration, maintenance and change activities across customer networks.
• Analyse network traffic, logs and performance data to identify root causes and preventative actions.
• Work closely with field engineers and third-party providers to resolve technical issues.
• Proactively monitor network alerts and identify potential service-impacting issues.
• Produce and maintain technical documentation, including network diagrams, knowledge base articles and root cause analysis reports.
• Support continuous service improvement initiatives and contribute technical expertise across the wider team.
• Occasionally visit customer sites when required.

Desirable Qualifications and Experience

Qualifications

• Cisco CCNA
• ITIL Foundation
• Vendor specific qualifications (Cradlepoint, Ruckus & others).

Experience

• Previous experience working within a Managed Services Provider (MSP) environment.
• Minimum three years' experience in a similar network support or engineering role.
• Strong understanding of TCP/IP networking and IPv4 subnetting.
• Experience troubleshooting and maintaining network switches, including VLANs, PoE, STP and port configurations.
• Experience configuring and troubleshooting firewalls, including NAT, security policies and port forwarding.
• Experience supporting VPN connectivity, including IPsec tunnels, routing and traffic flows.
• Ability to diagnose internet performance issues, including latency, packet loss and intermittent connectivity.
• Experience working within ITIL-based service environments.
• Experience managing network incidents through to resolution whilst providing excellent customer communication.
• Knowledge of network monitoring platforms and proactive alert management.
• Strong documentation skills, including technical procedures and root cause analysis reporting.

Company Culture and Values

We have been a certified Great Place to Work for four years running and care about the communities we impact. We give a percentage of our profits each year to our charity, the Farr Foundation, which supports children in getting into STEM subjects. Last year, we supported over 15,000 children.

What's In It for You?

This is an excellent opportunity for a technically capable network professional who thrives in a fast-paced managed services environment and enjoys solving complex connectivity challenges. You can make a real difference to our business, knowing you are supported by a team of 60+ across the UK. We are not like other businesses with shareholders to impress, or unrealistic objectives. At UK Connect, we take a long-term view of things, meaning our focus is on fully funded personal and professional development, helping you work to the best of your abilities.

Benefits

• 25 days annual leave as standard, with options to increase up to 35 days annual leave.

• Unique benefits points scheme giving access to lucrative offerings (cash vouchers, Merlin passes, National Trust passes, and more)

• Company-wide bonus scheme

• Cycle to Work Scheme

• Electric Car Lease Scheme

• Enhanced Pension.

• Enhanced Maternity/Paternity Leave.

• Death in Service (4x salary).

• Unique benefits points scheme giving access to lucrative offerings.

• Opportunity to work in a company recognised for its efforts to become the best workplace (Great Place to Work).

• Work within a company whose Executive Chairman has been recognised as One to Watch in The LDC Top 50 Most Ambitious Business Leaders Programme.

• Modern and progressive office space.

• Free Parking.

• Café, Gym and Restaurant on-site.

How to Apply

STEP 1: Click the 'Apply for this job' button, which connects to our ATS at ukconnect.com/careers.