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Information Communications Technician L3

This apprenticeship has a duration of 18 months

This occupation is found in organisations, large and small, in all sectors, and within public, private and voluntary organisations. For example, retail, finance, the armed forces and multi-national telecoms providers. Organisations increasingly rely on computer and communications systems in all areas of their operations and decision-making processes. It is therefore crucial to ensure the optimal performance and maintenance of systems. An Information Communication Technician (ICT) is critical to achieving this.

The ICT occupation delivers efficient operation and control of the IT and/or Telecommunications infrastructure (comprising physical or virtual hardware, software, network services and data storage) either on-premises or to end-users provisioned as cloud services. The big picture is to help deliver and support the information systems needs of an organisation.

The ICT helps organisations to prepare for new or changed services. They can operate throughout the change process helping with the maintenance of regulatory, legal, and professional standards in the delivery of systems. They are involved in building and managing systems and components in virtualised and cloud computing environments. A key part of their role is monitoring the performance of systems and services in relation to their contribution to business performance, system security and sustainability.

The work of an ICT can involve a vast array of specialist roles supporting business critical requirements and focus on customer solutions. Networking, Server, IT Essentials, Secure Communications, programming, and databases are just an example of typical tasks and projects undertaken within the likely areas of employment. In their daily work, an employee in this occupation interacts with a wide variety of internal or external users of digital systems, through digital channels, remotely and/or face to face.

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.

There are two distinct options. At the end of the apprenticeship the apprentice will be competent in either:

Support Technician

The Support Technician role is desk based resolving system user queries and resolving faults in a helpdesk environment. For example, a Support Technician in a Travel Agent business would help to ensure the operation of the customer bookings system. When the system fails the business would contact a Support Technician to report the problem and either get it fixed or escalated to an engineer. The Support Technician would be expected to rectify or escalate faults rapidly in order to reduce the financial impact and damage to the business’s customer reputation.

Network Technician

A Network Technician role is usually desk based but may involve visits to client's premises to resolve issues. For example, a Network Technician working in a university or a college they may be installing a computer lab as a training suite including cabling and hardware requirements. They may be required to install cloud services to support a business expansion and provide better network services. In a contact centre environment, they may use network management tools to collect and report on network load and performance statistics to improve commercial outcomes. In a retail bank they may contribute to the implementation of maintenance and installation work using standard procedures and tools to carry out defined system backups, restoring data.

Typical job titles

Typical job titles include:

Support Technician Network Technician
Help Desk support Network Support
First-Line support IT Field Technician
Office IT Technician Cloud Technician
IT Support Analyst Digital Communications Technician
IT Support Officer Network Field Operative.
Maintenance Support Technician
Data Centre Support Technician
Cyber/Security support

Entry Requirements

Individual employers will set the selection criteria for enrolment onto the Apprenticeship, but this is likely to include:

  • five GCSEs, (especially English, Mathematics and a Science or Technology subject)
  • A relevant Level 2 Apprenticeship
  • other relevant qualifications and experience
  • or an aptitude test with a focus on IT skills.

The apprenticeship will cover the following core areas

  • Communications
  • IT security
  • Remote infrastructure
  • Data
  • Problem solving
  • Work-flow management
  • Health and safety
  • The Waste Electrical and Electronic Equipment directive

Vendor Certifications offered

Vendor Certifications
CompTIA A+
ITIL Foundation

Course handbook


End Point Assessment Documents

There are 2 assessment components in the EPA.

A Professional discussion underpinned by the apprentices portfolio

A two way discussion involving the apprentices appropriately structured portfolio which involves both the independent assessor and the apprentice actively listening and participating in a formal conversation. It gives the apprentice the opportunity to make detailed and proactive contributions to confirm their competency

A Project report with questioning

Apprentices will conduct a project and deliver the outcome in the form of an electronic based report.

The employer will ensure the apprentice has sufficient time and the necessary resources, within this period, to plan and undertake the project and write the report. Whilst completing the project, the apprentice should be subject to normal workplace supervision.

More information about the End point assessment process can be found in the document below.

Block Release Dates

Cohort 1

2021 11 Oct Induction and A+ Introduction D101 Glos
29 Nov3 DecA+ session 1 D101 Glos
202224 Jan28 January A+ core session 1 & 2G126 Chelt
14 Feb18 FebNetwork + session 1D101
7 March11 MarchNetwork + session 2D101
28 March1 AprilITILD101

Cohort 2

202217 Jan17 JanInduction 1 dayOnline
24 Jan28 January A+ core session 1 & 2G128
14 Feb18 FebNetwork + session 1D101
7 March11 MarchNetwork + session 2D101
28 March1 AprilITILD101

Cohort 3

202206 June10 June Induction and A+ IntroductionG127
18 July 22 JulyA+ session 2G128
12 September16 September N+ G128
10 October 15 October ITIL G128
information_communications_technician.txt · Last modified: 2022/05/19 13:45 by andrew