Information Communications Technician Level 3 (Support Technician)

Content

Organisations increasingly rely on computer and communications systems in all areas of their operations and decision-making processes. It is therefore crucial to ensure the optimal performance and maintenance of systems. An Information Communication Technician (ICT) is critical to achieving this.

What does the day-to-day look like?

The broad purpose of the ICT occupation is to deliver efficient operation and control of the IT and/or Telecommunications infrastructure (comprising physical or virtual hardware, software, network services and data storage) either on-premises or to end-users provisioned as cloud services that are required to deliver and support the information systems needs of an organisation.

The occupation includes contributing to the preparation for new or changed services, operation of the change process, the maintenance of regulatory, legal and professional standards, the building and management of systems and components in virtualised and cloud computing environments and the monitoring of the performance of systems and services in relation to their contribution to business performance, their security and their sustainability.

Career Pathways include An Information Communications Technician will learn to…

• Provide technical support to customers both internal and external through a range of communication channels
• Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools
• Interpret technical specifications relevant to the ICT task
• Apply the appropriate security policies to ICT tasks in line with organisational requirements
• Undertake the relevant processes with the relevant tools and technologies to resolve ICT technical issues
• Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations
• Apply appropriate testing methodologies to hardware or software or cabling assets
• Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development
• Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues

As an apprentice, you will also look at other duties depending on the specific role you are working in and business type. These are called option duties and can be viewed here.

Qualifications or Industry Accreditation gained

On completion of this learning programme, the apprentice will have achieved a Level 3 Apprenticeship Standard as an Information Communications Technician.

This standard aligns with the following professional recognition: RITTech for 3

Delivery plan and apprentice progression

Throughout the apprenticeship, the apprentice is supported by their work-based tutor, employer mentor and class-based tutor to ensure that they are progressing at the right pace and developing the skills and knowledge expected.

Month 1-12

• Induction
• Functional skills (where applicable if needed)
• Training to develop the occupation standard’s knowledge, skills and behaviours (KSBs).
• Training towards English and mathematics Level 1 and 2, if required
• Compiling a portfolio of evidence

• Continued development of KSBs
• Functional skills exams (where applicable if needed)
• Gateway
• End Point Assessment

Every apprenticeship includes off-the-job training – equivalent to six hours per week. This takes place during time normally spent at work but does not include the usual daily duties and responsibilities carried out as part of their normal role.

It can consist of work and tasks ranging from projects, lectures and seminars to day release, blended learning, and training to use specialist equipment. It can form part of regular weekly time set aside, or be combined for larger blocks of time, depending on the approach that works best for the employer.

Assessment Methods

Full-time apprentices will typically spend 18 months on-programme (before the gateway) working towards this occupational standard. All apprentices must spend a minimum of 12 months on programme. All apprentices must spend a minimum of 6 hours per week of on-programme time undertaking off-the job training.

Before starting EPA, an apprentice must meet the gateway requirements. For this apprenticeship they are:

• the employer must be content that the apprentice is working at or above the occupational standard
• apprentices must have compiled and submitted a portfolio of evidence to underpin the professional discussion
• The EPAO must confirm that all required gateway evidence has been provided and accepted as meeting the gateway requirements. The EPAO is responsible for confirming gateway eligibility. Once this has been confirmed, the EPA period starts.
• This EPA should then be completed within an EPA period typically lasting four months.
• This EPA consists of two discrete assessment methods.

It will be possible to achieve the following grades in each assessment method:

Assessment method 1: Professional discussion underpinned by portfolio

• Fail
• Pass
• Distinction

Assessment method 2: Project report with questioning

• Fail
• Pass
• Distinction

Performance in the EPA will determine the overall apprenticeship standard grade of:

• Fail
• Pass
• Merit
• Distinction