Information Communications Technician, Level 3

Is this course for me?

An Information Communications Technician maximises the effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives. They interact with a wide variety of internal or external users of digital systems, through digital channels, by phone and/or face to face. If these activities sound like something that interests you, then this apprenticeship is for you!

The two pathways this apprenticeship can lead to are: 

Support Technician Pathway

• Maintenance or repair of systems faults, this can either include the rectification of a fault or routine maintenance on a system to increase its capability or reliability.
• Support for the roll-out of installation and commission of new systems or upgrades. This can either be new equipment as part of a system's expansion or an upgrade that will add additional capability or functionality to a system. This may include any of the pre-installation activity and post-installation tasks (e.g., configuration, testing, handover, updating records, etc.).

Network Technician Pathway

• Installation and commissioning of networks. This can involve new equipment or an upgrade that adds additional capability or functionality to a network.
• Maintenance or repair of network equipment. This can either include rectification of a fault or partial service loss to a customer.
• Carry out routine or proactive maintenance on a network to increase its capability or reliability and monitor its performance.
• Installation, configuration or maintenance task on either ICT-related hardware or software that provides a service or aids in the restoration of services, either at a customer premises or within a fixed network.

Study Overview

The broad purpose of the ICT occupation is to deliver efficient operation and control of the IT 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 troubleshoot 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.

Progression and Employment Opportunities

After successful completion, apprentices will be recognised for entry onto the BCS, the Chartered Institute for IT, Register of IT Technicians confirming SFIA Level 3 professional competence. Those completing the apprenticeship can apply for registration.
You could also go onto to study at a higher level or you could go into employment within the industry.