Mode of study:
This occupation is found in organisations, large and small, in all sectors, and within public, private and voluntary organisations.
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 broad purpose of the ICT occupation is to deliver 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 that is required to deliver and support the information systems needs of an organisation.
The occupation includes contributing to the preparation for new or changed services, operation of the change process, the maintenance of regulatory, legal and professional standards, the building and management of systems and components in virtualised and cloud computing environments and the monitoring of performance of systems and services in relation to their contribution to business performance, their security and their sustainability.
The Information Communications Technician makes their contribution through the application of infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
An Information Communications Technician (ICT) provides support to internal and/or external customers, by using tools or systems to problem solve and trouble-shoot 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.
K1: Approaches to back up and storage solutions
K2: Basic elements of technical documentation and its interpretation
K3: Principles of root cause problem solving using fault diagnostics for troubleshooting
K4: Principles of basic network addressing for example binary
K5: basic awareness of the principles of cloud and cloud-based services
K6: fundamental principles of virtual networks and components
K7: principles of cultural awareness and how diversity impacts on delivery of support tasks.
K8: methods of communication including level of technical terminology to use to technical and non-technical stakeholders
K9: different types of maintenance and preventative measures to reduce the incidence of faults
K10: key principles of security including the role of People, Product and Process in secure systems for example access and encryption requirements
K11: fundamentals of physical networks and components
K12: approaches to documenting tasks, findings, actions taken and outcome for example, use of task tracking and ticketing systems
K13: basic awareness of legislation in relation to disposal of waste materials for example Waste Electronic and Electrical regulations (WEEE)
K14: fundamental principles of operating systems, hardware system architectures and devices
K15: principles of remote operation of devices including how to deploy and securely integrate mobile devices into a network
K16: fundamental principles of peripherals for example: printers and scanners
K17: principles of virtualisation of servers, applications and networks
K18: principles of disaster recovery, how a disaster recovery plan works and their role within it
K19: principles of Test Plans, their role and significance
K20: fundamentals of purpose, creation and maintenance of asset registers
K21: approaches to system upgrades and updates and their significance
K22: approaches to interpretation of log files, event viewer and system tools
K23: basic elements of network infrastructure architectures including WiFi and wired networks
K24: Principles of OSI layers
K25: Principles of cloud and network architecture (including Wi-Fi)
K26: Principles of DNS / DHCP
K27: Awareness of Cloud platforms, such as AWS, Azure, or GCP
K28: Principles of LANs and WANs
K29: Approaches to virtualisation of servers, applications, and networks
K30: Principles of network protocols
K31: Principles of API’s and Web Services
K32: The different types of cloud storage
K33: Back up procedures and their importance
K34: Principles of databases and migration
K35: Key principles of Cloud Security and firewalls
K36: Awareness of DevOps methodology and tools, such as Puppet, Chef, Git, Docker
K37: Basic elements of network communication architectures for example, hardware, software, protocols and connection mediums.
K38: awareness of the purpose of firewalls
K39: different types of connectivity and cabling for example physical and remote
K40: awareness of network protocols
K41: The purpose of digital communications technologies for example, hardware, virtual and cellular technologies
K42: Main factors affecting network performance including faults and error control
K43: Principles of digital test and diagnostic equipment usage
K44: Basic principles of VPN and Remote Access Security for example transmission technologies
S1: Interpret and prioritise internal or external customer’s requirements in line with organisation’s policy
S2: Apply the appropriate tools and techniques to undertake fault finding and rectification
S3: apply Continuous Professional Development to support necessary business output and technical developments
S4: Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
S5: Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
S6: Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
S7: Manage and prioritise the allocated workload effectively making best use of time and resources
S8: Complete documentation relevant to the task and escalate where appropriate
S9: Install or undertake basic software upgrades,either physically or remotely
S10: Establish and diagnose the extent of the IT support task, in line with the organisation’s policies and Service Level Agreements
S11: Provide remote/F2F support to resolve customer requirements
S12: Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
S13: Identify and scope the best solution informed by the system data associated with the task
S14: Test and evaluate the system’s performance and compliance with customer requirements.
S15: Escalate non routine problems in line with procedures
S16: Use basic scripting to execute the relevant tasks for example PowerShell, Linux
S17: Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
S18: Apply the necessary security, in line with access and/or encryption requirements
S19: Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
S20: Test and evaluate network environments
S21: Monitor performance and usage of a network
S22: Deploy applications on a network
S23: Set up storage and data access for staff
S24: Apply necessary security measures, in line with access requirements to a network
S25: Carry out routine maintenance across network systems, ensuring organisational compliance
S26: Monitor network-related workloads including DNS and firewalls
S27: Install or undertake basic upgrades, either physically or remotely
S28: Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
S29: Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
S30: Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
S31: Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
B1: Works professionally, taking initiative as appropriate and acting with an ethical approach
B2: Communicates technical and non-technical information in a variety of situations to support effective working with internal or external stakeholders
B3: Demonstrates a productive and organised approach to their work
B4: Self-motivated, for example takes responsibility to complete the job.
Career Opportunities & Further Study
Possibility of Full-time employment after successful completion.
Minimum Math and English GCSE C/4 or Functaional skills Level 2 equivalent
Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.
How To Apply
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