Information Communications Technician Apprenticeship

You can start this apprenticeship at any time, please contact us for further information.

This Level 3 apprenticeship covers the following 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 the delivery of support tasks
• Methods of communication including the 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 outcomes for example, use of task tracking and ticketing systems
• Basic awareness of the legislation in relation to the 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
• 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
• 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
• 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
• 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, take responsibility to complete the job

This is mainly a work based qualification with attendance required half a day per week.

On successful completion, you will achieve a Level 3 Information Communications Technician Apprenticeship.

You must hold a GCSE grade 4/C or above in maths and English.

There is no fee for the learner. For information on costs to the employer, please contact us.

T. 0161 233 2656
E. recruitment@gceducationandskills.ac.uk