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Skill Overview

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.
An ICT could be installing and configuring computer systems, diagnosing hardware and/or software faults, solving technical and applications problems, either remotely or in person. Some examples of these issues are slow performance, connection problems, and an inability to access data.
The work of an ICT involves undertaking 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.
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 would use a system to manage their customer bookings and when the system fails it needs rectifying rapidly in order to reduce the financial impact and damage to customer reputation. The business would contact a Support Technician to report the problem and either get it fixed or escalated to an engineer.
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.

Learning Objectives

Duties of the job role covered as part of the Apprenticeship:
Duty 1 Provide technical support to customers both internal and external through a range of communication channels																																
Duty 2 Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools																																
Duty 3 Interpret technical specifications relevant to the ICT task																																
Duty 4 Apply the appropriate security policies to ICT tasks in line with organisational requirements																																
Duty 5 Undertake the relevant processes with the relevant tools and technologies to resolve ICT technical issues																																
Duty 6 Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations																																
Duty 7 Apply appropriate testing methodologies to hardware or software or cabling assets																																
Duty 8 Practice guided continuous self learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development																																
Duty 9 Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues																																
Duty 10 (Support Technician duties) Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras.																																
Duty 11 (Support Technician duties) Address IT issues by prioritising in response to customer service level agreements																																
Duty 12 (Support Technician duties) Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets																																
Duty 13 (Support Technician duties) Support the roll out of upgrades or new systems or applications

Funding Option

Funding Eligibility

For apprentices aged 16-21 the training costs are fully funded by the government. For apprentices aged over 21, there is a 5% co-investment which would be paid by the employer. Alternatively, the training costs can be covered by utilising the Apprenticeship Levy Fund.

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Skill Eligibility (Prerequisites for skill/software requirements)

Applicant must be eligible for ESFA funding and in a job role where the duties in learning objectives can be undertaken as part of normal day to day activities

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