Information Communications Technician Level 3 (Support Technician)

Entry requirements

Candidates will typically hold GCSE grades C/4 or above in English and Maths.

You will need to sit the exams for Functional Skills L2 prior to your End Point Assessment (EPA) in Maths and English if you do not have an exemption or equivalent grade.

How you'll be assessed

Project presentation and questioning
Professional review on portfolio of evidence

Progression

On successful completion of the apprenticeship, you could progress onto further qualifications or study such as:

Level 4 Network Engineer
Level 5 Higher National Diploma Applied computing
Level 4 NCFE Diploma: Network Engineer

You could also progress into employment in the following job roles:
• 1st and 2nd line support telecoms technician
• Cloud technician Communications technician
• First-line support
• Help desk support
• IT field technician
• IT support analyst
• IT support officer
• Maintenance support technician
• Network field operative
• Telecommunications technician

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 you’ll learn

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

In this role you will 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. You will contribute to the preparation for new or changed services, support the change process and maintain regulatory, legal and professional standards Within this role you will build and manage systems and components in virtualised and cloud computing environments and monitor the performance of systems and services in relation to their contribution to business performance, their security and their sustainability.

Off-the-job training

Every apprenticeship must include off-the-job training – equivalent to one day 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 sessions or be combined for larger blocks of time, depending on the approach that works best for the employer.

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.

This apprenticeship is delivered online via Microsoft Teams and you will be required to attend regular online classes and sessions.

Qualification Gained

The apprentice will work towards the Level 3 Information Communications Technician Apprenticeship Standard.

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LEVEL 3 INFORMATION COMMUNICATIONS TECHNICIAN