Information Communication Technician Level 3 Apprenticeship

Course overview

Information Communication Technicians are found in many industries large and small and in all sectors including private, public and voluntary.

Organisations increasingly rely on computing and communication systems in all areas of operation and the decision-making process. It is therefore crucial that these systems are kept working. An Information Communication Technician plays a critical role in achieving this.

This course is delivered as part of the South Yorkshire Institute of Technology (SYIoT).

Course content

The apprenticeship consists of the following main duties:

• Provide technical support to customers both internal and external through a range of communication channels
• Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools
• Interpret technical specifications relevant to the ICT task
• Apply the appropriate security policies to ICT tasks in line with organisational requirements
• Undertake the relevant processes with the relevant tools and technologies to resolve ICT technical issues
• 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
• Apply appropriate testing methodologies to hardware or software or cabling assets
• Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development
• Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues

You’ll also study duties from your chosen pathway such as the following:

• Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras
• Address IT issues by prioritising in response to customer service level agreements
• Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets
• Support the roll out of upgrades or new systems or applications
• Complete cabling tasks for example coaxial, copper, or remotely
• Administer mobile devices on a network
• Deliver network tasks prioritising security with a view to mitigating and defending against security risks
• Install and configure relevant software and physical or virtual hardware as appropriate for example: network devices, switches and routers