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Information Communication Technician Support Specialism

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An Information Communication Technician (ICT) is vital for maintaining and improving computer and communications systems in organisations across all sectors. They are responsible for efficiently operating and controlling IT and Telecommunications infrastructure, ensuring systems contribute positively to business performance, security, and sustainability. This role encompasses a range of tasks, including system support, troubleshooting, and maintenance in various settings like helpdesks, network management, and digital communications. This 18-month programme is delivered through one-to-one mentoring, over 30 live tutor-led online classes, and access to our state-of-the-art LMS packed full of technology learning material.

Information Communications Technicians

Information Communication Technicians (ICTs) play a pivotal role in ensuring organisations' efficient operation and maintenance of computer and communications systems. Their responsibilities include managing IT and telecommunications infrastructure, including hardware, software, network services, and data storage. This infrastructure can be located on-premises or provided as cloud services. ICTs contribute to various aspects such as preparing for new services, maintaining standards, managing virtualised and cloud computing environments, and monitoring system performance about business objectives, security, and sustainability. They utilise infrastructure management tools for automating tasks like provisioning, testing, deployment, and monitoring.

ICTs offer crucial support to internal and external customers, handling various technical problems through system monitoring and maintenance. Their role spans various functions, including installing and configuring computer systems, diagnosing hardware and software faults, and resolving technical issues. This role is vital in ensuring maximum productivity and user experience. Additionally, ICTs interact with a diverse range of system users, prioritising tasks and maintaining system performance independently or as part of a team. They are also responsible for escalating issues following organisational policies. Specific roles within the ICT field include Support Technicians, who manage system queries and faults in a helpdesk setting; Network Technicians, who may work on-site to resolve issues or install systems; and Digital Communications Technicians, who address faults in communication systems and may work in various environments such as defence organisations or telecoms.



Typical Job Roles

  • 1st and 2nd line support telecoms technician
  • Cloud technician
  • Communications technician
  • Cyber or security support
  • Data centre support technician
  • First-line support
  • Help desk support
  • IT field technician
  • IT support analyst
  • IT support officer 
  • Maintenance support technician
  • Network field operative
  • Network support
  • Office it technician
  • Telecommunications technician



Typical Programme Length

18 Months


Programme Level

Level 3


Delivery Method

Blended Learning through online learning, live tutor-led classes and 1 to 1 mentoring.


End Point Assessment

Professional discussion underpinned by portfolio
Project report with questioning


Professional Recognition

Information Technician Communication Apprenticeship Certificate
Regsiter of Information Technnology Technicians Level 3



Apprenticeship Levy paying employers can use their funds for this programme. Employers not paying the Levy can get up to 95% funding. 




The curriculum aligns with the apprenticeship standard and is delivered through one-to-one mentoring, live tutor-led lessons and learning material in the learning management system. All learners typically complete the entire curriculum, but where prior learning and or experience has taken place, then a reduced curriculum will be discussed.




Back-Up and Storage Solutions

This topic addresses various methods and strategies for data backup and storage. It includes understanding different types of storage solutions and their relevance in preserving data integrity and accessibility.

Technical Documentation and Fault Diagnostics

This covers the interpretation of technical documents and the use of fault diagnostic techniques for problem-solving. It emphasises the importance of accurate documentation in troubleshooting and resolving technical issues.

Network Addressing and Principles

Focuses on the basics of network addressing, such as binary systems, and core principles of network architecture, including LANs, WANs, and network protocols.

Cloud Computing and Services

Explores the fundamentals of cloud computing, including an awareness of various cloud platforms and cloud-based services. It also delves into aspects of cloud security.

Virtual Networks and Components

Discusses the principles of virtual networks and their components, including virtualisation of servers, applications, and networks.

Cultural Awareness in IT Support

Covers the impact of cultural diversity on delivering IT support tasks, emphasizing the need for cultural sensitivity in a globalised work environment.

Communication Techniques in IT

Focuses on effective communication methods in IT, including adapting technical terminology for different audiences, both technical and non-technical.

Maintenance and Security in IT Systems

Discusses different types of maintenance, preventative measures for reducing faults, and key principles of IT security, including access control and encryption.

Remote Device Management

Examines principles related to the remote operation of devices, including integration of mobile devices into networks and secure remote access technologies.

Disaster Recovery and Asset Management

Explores disaster recovery principles, the importance of test plans, and the maintenance of asset registers in ensuring organisational resilience and resource management.



End Point Assessment

The first assessment method involves a structured professional discussion underpinned by a portfolio, where both the independent assessor and the apprentice actively participate. This discussion aims to demonstrate the apprentice's competency in various knowledge, skills, and behaviours (KSBs) relevant to the assessment. The second method requires the apprentice to submit a work-based project report post-gateway, which should align with business needs, be relevant to their role, and showcase the necessary KSBs for the End-Point Assessment (EPA), with the EPA organisation providing project specifications and examples for guidance.



Value to Apprentices

This apprenticeship programme offers immense value to apprentices by providing a comprehensive learning and assessment framework tailored to their professional growth. Through structured assessments like professional discussions and work-based project reports, apprentices are able to demonstrate and refine their knowledge, skills, and behaviours (KSBs) in a real-world context. These methods not only validate their competence in their chosen field but also encourage active engagement and practical application of what they have learned. The programme thus serves as a pivotal stepping stone in their career, equipping them with the necessary expertise and experience to excel in their roles and contribute effectively to their respective industries.



Value to Employers

For employers, the apprenticeship programme presents a strategic opportunity to cultivate a skilled workforce aligned with their specific business needs. Hiring an apprentice or enrolling an existing employee offers a dual benefit: it allows for the tailoring of skills and knowledge directly relevant to the organisation's objectives, and fosters a culture of continuous learning and development. This investment in human capital not only enhances the overall productivity and innovation within the company but also leads to higher employee satisfaction and loyalty. By integrating apprentices into their workforce, employers gain the advantage of shaping adept professionals who are not only well-versed in the latest industry practices but are also deeply attuned to the company's ethos and operational dynamics.



Information Communication Technician Apprenticeship Standard

Here is the course outline:

1. Information and Administration

This is the introductory module for the Information Communication Technician apprenticeship. This module will explain how this apprenticeship is structured and what you will learn throughout the apprenticeship.

2. Professional and Personal Skills Development

5 hrs, 25 min

In this module, you will learn about the need for professional development as an ICT Technician, the importance of team work and how to follow legislation and policy guidance.

3. Health & Safety

In this module, you will learn about the health and safety relevant to your role as an ICT Technician.

4. Face to Face Lessons Schedule

10 hrs

This module has the full list of mandatory lessons that you must attend, it also has the interface to our online booking system.

5. Cisco IT Essentials

Imagine building a computer then connecting it securely to a network. This exciting first step could lead to a rewarding IT career. Because a sure way to excel—no matter which area of IT you choose—is to learn the right computer fundamentals. IT Essentials covers this as well as shares the career skills needed for entry-level IT jobs.

6. Networking Basics

The internet is built on computer networks. So no matter what kind of tech career you are interested in, it is essential to know some networking basics! Whether you are preparing for a career in networking, refreshing your knowledge for an industry-recognized certification, or are just curious about what networking is all about, this is the place for you.

7. Networking Devices and Initial configuration

This course covers the essentials of network devices and how to configure them. Learn the characteristics and benefits of Cloud and Virtualization technologies. Explore how to provide Internet Protocol (IP) addresses to devices both manually and automatically. Using this knowledge, you will calculate an IP addressing scheme, configure Cisco devices to create a small network, and test for connectivity issues.

8. Network Addressing and Troubleshooting

This course explores key concepts for Internet Protocol (IP) addressing and basic network troubleshooting. Learn about the physical, data link, and network layers and how they work together to provide end-to-end connectivity. Understand how IP addresses are calculated and assigned. Then practice your troubleshooting skills to keep a network up and running.

9. Network Support and Security

You'll start with learning how to support endpoints, networks, and users by diagnosing problems and documenting them. Then, you'll move on to working as a part of a help desk team and troubleshooting networks and endpoints. Finally, you'll learn how to remotely support users and access networks. This course will give you the knowledge and skills you need to be successful in IT.

10. CPD Modules

4 days, 4 hrs

In this section there are courses for Continued Professional Development. IT and Data Security English for IT Certified Ethical Hacker Engaging Stakeholders for Success

11. Portfolio

This module contains information on: How to plan your portfolio. Explanations on some of the trickier criteria. A submission point for you to submit your own Portfolio Development Plan. A document for you to download so that you can map criteria to your portfolio work. Submit your individual portfolio pieces for feedback. There are 8 submissions only 5 will be chosen to go forward for End Point assessment in the final Tri-Partite Meeting.

12. End Point Assessment

This module outlines what will happen and what you need to do in End Point Assessment. It outlines that criteria that you need to cover in your End Point Assessment project.

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