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# 3rd Line IT Support Analyst

- **Company:** UK Connect
- **Location:** Farnborough, UK
- **Experience:** Experienced
- **Salary:** £37,500.0 - £45,000.0
- **Contract:** Permanent contract
- **Skills:** Complex Networks, Computer Networks, System Configuration, Network Congestion, Internet Protocol Security (IP SEC), IPv4, Internetworking, Subnetting, Virtual Private Networks (VPN), Network Diagrams, Network Monitoring, Routing, Transmission Control Protocol (TCP), Virtual Local Area Networks, Network Switches, Firewalls (Computer Science), Low Latency, Network Support, Cisco
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=928ff397a202418c

## About the Role

* 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)., 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., * 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.

## Description

* 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.