3rd Line ICT Support Technician

About Us

Our vision is to create a future where learning disabled people can live the best life possible. We achieve this by coming together to campaign for positive change, provide personalised support, and create solutions that empower independent living.

The Role

We’re looking for a skilled and proactive 3rd Line ICT Support Technician to join our ICT team. In this role, you’ll be responsible for maintaining a stable, secure, and highly available ICT infrastructure, while delivering technical project work and acting as an escalation point for complex issues.

You’ll work closely with internal teams and stakeholders to ensure our systems are resilient, secure, and fit for purpose—supporting both day-to-day operations and strategic initiatives.

Key Responsibilities

Infrastructure & Security

• Ensure the availability, performance, monitoring, and security of ICT infrastructure
• Deploy, configure, and secure Microsoft Azure environments
• Maintain up-to-date knowledge of technology and security best practices

Project Delivery

• Deliver technical aspects of ICT projects
• Support project stages within a PRINCE2 framework
• Provide updates and progress reporting to stakeholders

3rd Line Support

• Take ownership of escalated incidents and problems through to resolution
• Conduct thorough investigations and implement effective fixes
• Support the ICT Service Desk as a senior escalation point

Networking & Systems

• Configure and deploy network hardware (routers, switches, wireless access points)
• Support core services including Active Directory, DNS, DHCP, and VPNs
• Assist with data handling and system optimisation

General Duties

• Maintain high standards of customer service and communication
• Ensure confidentiality of sensitive information
• Undertake training, travel, and occasional out-of-hours work as required  

What We’re Looking For

Essential Skills & Attributes

• Strong problem-solving and analytical skills
• Ability to prioritise and manage workloads effectively
• Excellent communication and stakeholder engagement skills
• Customer-focused and collaborative approach
• Self-motivated with a commitment to continuous learning

Desirable Technical Knowledge

• Windows 11 and Chromebook environments
• Microsoft Active Directory, Group Policy & Entra ID
• Microsoft Azure (VMs, networking, security, monitoring)
• Microsoft Defender, Purview, and Microsoft 365 Admin Centre
• Exchange Online and Microsoft 365
• PowerShell scripting
• VPN technologies (e.g. SonicWall)
• Networking (DNS, DHCP, broadband technologies)
• VOIP systems
• Android device management
• Printers, scanners, and MFDs

Desirable Experience

• 3+ years’ experience in an ICT environment
• ITSM tools experience (e.g. Vivantio)
• Working within PRINCE2 project environments
• MDM and application support
• Asset management systems (e.g. ManageEngine Endpoint Central)

Our Values Diverse – We champion equity, diversity, and inclusionKind – Compassion is at the heart of everything we doPositive – We focus on solutions and collaborationVisionary – We strive to create the best life possible

Selection Process

We will be shortlisting applications on an ongoing basis. If shortlisted, you’ll be invited to a pre-screening interview with a member of the hiring team. Successful candidates will then progress to a final competency-based interview, along with an opportunity to meet the team and learn more about Hft.

Apply now or get in touch to find out more — we’d love to hear from you.