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Information Communications Technician Apprenticeship

This level 3 apprenticeship is ideal for anyone working in an IT role. Apprentices will learn how to implement and maintain IT systems within their business.
21 months

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.

When does the course start?

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

What does the course cover?

This Level 3 apprenticeship covers the following knowledge, skills and behaviours:


  • 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


  • 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


  • 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
When will I attend?

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

What will I achieve?

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


What are the entry requirements?

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


How much does the course cost?

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

T. 0161 233 2656