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

Funding

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

Curriculum

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.

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