Information Communications Technician Level 3

Duration

The apprenticeship will typically take 18-24 months to complete

Description

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 is required to deliver and support the information systems needs of an organisation.

An Information Communications Technician (ICT) provides support to internal and/or external customers, by using tools or systems to problem solve and trouble-shoot routine and non-routine problems. This occupation supports clients/customers with their systems. They achieve this through monitoring and maintaining the systems and/or platforms to maximise productivity and user experience.

An ICT could be installing and configuring computer systems, diagnosing hardware and/or software faults, solving technical and applications problems, either remotely or in person. Some examples of these issues are slow performance, connection problems and an inability to access data. An employee in this occupation will be responsible for prioritising systems support tasks as they arise and for monitoring and maintaining system performance. They may work alone or as part of a team but will escalate problems in line with their organisation’s policies and Service Level Agreements. For example, if the task may not be completed on premise, it may have to be referred to an external specialist.

This apprenticeship standard allows for one of three optional routes/specialisms:

Support Technician – this role is desk based resolving system user queries and resolving faults in a helpdesk environment
Network Technician – this role is usually desk based but may involve visits to client’s premises to resolve issues.
Digital Communications Technician – this role may be desk or field-based resolving faults and issues with communications systems

Each apprentice will be allocated a Coach to support ongoing learning and preparation for EPA. In addition, Progress Reviews will take place regularly to ensure the apprentice is on track.