Information Communications Technician (ICT)

Level 3

13 months


  • Overview:

    The primary role of an Information Communications Technician is to deliver the efficient operation and control of IT within an organisation. Technicians will often respond to support queries as well as maintain

  • What does a IT Technician do?

    The ICT occupation is crucial for all organisations, ensuring efficient operation and control of IT and telecommunications infrastructure, supporting information systems needs, and maximising productivity. This role involves problem-solving for internal and external users, handling various tasks such as networking, server management, secure communications, and database support. ICT Technicians interact with users through digital channels, working alone or as part of a team and escalating complex issues as needed. They handle desk-based support, system queries, and fault resolution, ensuring smooth operations and timely fixes to maintain business continuity and customer satisfaction

  • Job titles include:

    • 1st & 2nd Line Support
    • Cloud Technician
    • Help Desk Support
    • IT Support Analyst
    • IT Support Officer
    • IT Field Technician
    • Network Support Officer
    • Maintenance Support Technician

  • Duties include:

    • 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.
    • Apply the appropriate security policies to ICT tasks in line with organisational requirements.
    • Address IT issues by prioritising in response to customer service level agreements.
    • Apply appropriate testing methodologies to hardware or software or cabling assets.
    • Install and configure relevant software and physical or virtual hardware as appropriate for example: network devices, switches and routers.

  • Your apprenticeship journey

    • Month 1: CPD, Communication, Customer Support, ITIL
    • Month 2: Technical docs, ITIL, Health & Safety, WEEE
    • Months 3 & 4: Hardware, Backup & Storage, Principles of Networking
    • Months 5 & 6: Networks, Maintenance & Resilience
    • Month 7: Diagnostics & Problem Solving
    • Month 8: Cloud & Virtualization Technologies
    • Months 9 & 10: Security, Software & Operating Systems
    • Months 11 & 12: Data & Database, Coding
    • Month 13: EPA Preparation
    • End Point Assessment Methods
    • Portfolio of Evidence
    • Project Report with Questioning
    • Professional Discussion
    • Achievement of apprenticeship