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Apprenticeship training course

Information communications technician (level 3)

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Information about Information communications technician (level 3)

Deliver efficient operation and control of the IT.

Knowledge, skills and behaviours
View knowledge, skills and behaviours

Knowledge

  • Approaches to back up and storage solutions
  • Basic elements of technical documentation and its interpretation
  • Principles of root cause problem solving using fault diagnostics for troubleshooting
  • Principles of basic network addressing for example binary
  • basic awareness of the principles of cloud and cloud-based services
  • fundamental principles of virtual networks and components
  • principles of cultural awareness and how diversity impacts on delivery of support tasks.
  • methods of communication including level of technical terminology to use to technical and non-technical stakeholders
  • different types of maintenance and preventative measures to reduce the incidence of faults
  • key principles of security including the role of People, Product and Process in secure systems for example access and encryption requirements
  • fundamentals of physical networks and components
  • approaches to documenting tasks, findings, actions taken and outcome for example, use of task tracking and ticketing systems
  • basic awareness of legislation in relation to disposal of waste materials for example Waste Electronic and Electrical regulations (WEEE)
  • fundamental principles of operating systems, hardware system architectures and devices
  • principles of remote operation of devices including how to deploy and securely integrate mobile devices into a network
  • fundamental principles of peripherals for example: printers and scanners
  • principles of virtualisation of servers, applications and networks
  • principles of disaster recovery, how a disaster recovery plan works and their role within it
  • principles of Test Plans, their role and significance
  • fundamentals of purpose, creation and maintenance of asset registers
  • approaches to system upgrades and updates and their significance
  • approaches to interpretation of log files, event viewer and system tools
  • basic elements of network infrastructure architectures including WiFi and wired networks
  • Approaches to back up and storage solutions
  • Basic elements of technical documentation and its interpretation
  • Principles of root cause problem solving using fault diagnostics for troubleshooting
  • Principles of basic network addressing for example binary
  • basic awareness of the principles of cloud and cloud-based services
  • fundamental principles of virtual networks and components
  • principles of cultural awareness and how diversity impacts on delivery of support tasks.
  • methods of communication including level of technical terminology to use to technical and non-technical stakeholders
  • different types of maintenance and preventative measures to reduce the incidence of faults
  • key principles of security including the role of People, Product and Process in secure systems for example access and encryption requirements
  • fundamentals of physical networks and components
  • approaches to documenting tasks, findings, actions taken and outcome for example, use of task tracking and ticketing systems
  • basic awareness of legislation in relation to disposal of waste materials for example Waste Electronic and Electrical regulations (WEEE)
  • Principles of OSI layers
  • Principles of cloud and network architecture (including Wi-Fi)
  • Principles of DNS / DHCP
  • Awareness of Cloud platforms, such as AWS, Azure, or GCP
  • Principles of LANs and WANs
  • Approaches to virtualisation of servers, applications, and networks
  • Principles of network protocols
  • Principles of API's and Web Services
  • The different types of cloud storage
  • Back up procedures and their importance
  • Principles of databases and migration
  • Key principles of Cloud Security and firewalls
  • Awareness of DevOps methodology and tools, such as Puppet, Chef, Git, Docker
  • awareness of the purpose of firewalls
  • different types of connectivity and cabling for example physical and remote
  • awareness of network protocols
  • Approaches to back up and storage solutions
  • Basic elements of technical documentation and its interpretation
  • Principles of root cause problem solving using fault diagnostics for troubleshooting
  • Principles of basic network addressing for example binary
  • basic awareness of the principles of cloud and cloud-based services
  • fundamental principles of virtual networks and components
  • principles of cultural awareness and how diversity impacts on delivery of support tasks.
  • methods of communication including level of technical terminology to use to technical and non-technical stakeholders
  • different types of maintenance and preventative measures to reduce the incidence of faults
  • key principles of security including the role of People, Product and Process in secure systems for example access and encryption requirements
  • fundamentals of physical networks and components
  • approaches to documenting tasks, findings, actions taken and outcome for example, use of task tracking and ticketing systems
  • basic awareness of legislation in relation to disposal of waste materials for example Waste Electronic and Electrical regulations (WEEE)
  • Principles of OSI layers
  • Basic elements of network communication architectures for example, hardware, software, protocols and connection mediums.
  • awareness of the purpose of firewalls
  • different types of connectivity and cabling for example physical and remote
  • awareness of network protocols
  • The purpose of digital communications technologies for example, hardware, virtual and cellular technologies
  • Main factors affecting network performance including faults and error control
  • Principles of digital test and diagnostic equipment usage
  • Basic principles of VPN and Remote Access Security for example transmission technologies

Skills

  • Interpret and prioritise internal or external customer's requirements in line with organisation's policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
  • Provide remote/F2F support to resolve customer requirements
  • Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
  • Identify and scope the best solution informed by the system data associated with the task
  • Test and evaluate the system's performance and compliance with customer requirements.
  • Escalate non routine problems in line with procedures
  • Use basic scripting to execute the relevant tasks for example PowerShell, Linux
  • Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
  • Apply the necessary security, in line with access and/or encryption requirements
  • Interpret and prioritise internal or external customer's requirements in line with organisation's policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
  • Provide remote/F2F support to resolve customer requirements
  • Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
  • Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
  • Test and evaluate network environments
  • Monitor performance and usage of a network
  • Deploy applications on a network
  • Set up storage and data access for staff
  • Apply necessary security measures, in line with access requirements to a network
  • Carry out routine maintenance across network systems, ensuring organisational compliance
  • Monitor network-related workloads including DNS and firewalls
  • Install or undertake basic upgrades, either physically or remotely
  • Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
  • Interpret and prioritise internal or external customer's requirements in line with organisation's policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
  • Provide remote/F2F support to resolve customer requirements
  • Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
  • Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
  • Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
  • Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
  • Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
  • Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
  • Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy

Behaviours

  • Works professionally, taking initiative as appropriate and acting with an ethical approach
  • Communicates technical and non-technical information in a variety of situations to support effective working with internal or external stakeholders
  • Demonstrates a productive and organised approach to their work
  • Self-motivated, for example takes responsibility to complete the job.
  • Works professionally, taking initiative as appropriate and acting with an ethical approach
  • Communicates technical and non-technical information in a variety of situations to support effective working with internal or external stakeholders
  • Demonstrates a productive and organised approach to their work
  • Self-motivated, for example takes responsibility to complete the job.
  • Works professionally, taking initiative as appropriate and acting with an ethical approach
  • Communicates technical and non-technical information in a variety of situations to support effective working with internal or external stakeholders
  • Demonstrates a productive and organised approach to their work
  • Self-motivated, for example takes responsibility to complete the job.
Apprenticeship category (sector)
Digital
Qualification level
3
Equal to A level
Course duration
18 months
Maximum funding
£15,000
Maximum government funding for
apprenticeship training and assessment costs.
Job titles include
  • Help Desk support
  • Network Support
  • Cloud Technician
  • Network Field Operative.
  • First-Line support
  • Office IT Technician
  • Telecommunications Technician
  • Communications Technician
  • IT Field Technician
  • Data Centre Support Technician
  • IT Support Officer
  • Maintenance Support Technician
  • IT Support Analyst
  • Cyber or Security support
  • 1st and 2nd line support Telecoms Technician

View more information about Information communications technician (level 3) from the Institute for Apprenticeships and Technical Education.