Information Communications Technician

level 3 apprenticeship
(Support Technician)

Level 3 Apprenticeship Programme

The aim of this programme is to provide the core skills
and knowledge required to begin a career in IT as an Information Communications Technician. The duration of this apprenticeship programme is typically 16 months (14 months to gateway). This apprenticeship is recognised for entry on to the Register of IT Technicians and those completing their apprenticeships are eligible to apply for registratio

The Information Communications Technician programme also provides three specialist pathway options for a choice to be made at the outset of the programme to best suit the business and job role needs as follows:-

Support Technician

Digital Communications Technician
Network Technician

Information is provided to explain each pathway in more detail.
It is important that the right choice is made to fit the job role to enable successful completion of all aspects of this programme.


Months Training

Months to Gateway

Core Modules

Apprenticeship Plus Options

Core Modules

The apprenticeship contains the following three core key modules which seek to develop the
knowledge, skills and behaviours required to be a successful Information Communications Technician.
The final module is a Pathway module to provide specialist career track skills and knowledge depending
on which track was chosen at the outset from the 3 options available.

Introduction to data

Fundamentals &

Gain an understanding of the core concepts in computing including hardware, software, security and troubleshooting.

Introduction to
Networking & Cloud Services

An introduction to the fundamental cloud
concepts of networking and cloud computing, including networking
modules, devices and protocols.

in Support

Support in IT requires good communications skills. Develop your communications skills by exploring the best practices of support.

Sign Up for a Free Programme Guide!

Register now for your free complimentary programme guide, jam packed with all the information you require whether you are looking to apply for an apprenticeship or if you are looking to hire an apprentice for your team.

Simply fill out your name, email and type the name of the apprenticeship type you are interested in:  


Pathway Module Options

Support Technician

The apprenticeship standard requires that the following duties are performed
in the job role Support Technician


• 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

Introducing Apprenticeship Plus

The apprenticeship can be enriched by choosing from a range of industry certifications. We provide self-learning materials through our web and app-based learning platform, backed by technical training workshops and one-to-one sessions so that you can learn at your own pace. Exam fees are additional to this apprenticeship.


Microsoft 365 Fundamentals

Microsoft Azure Administrator Associate


CompTIA A+ Core Series

CompTIA IT Fundamentals+

CompTIA Cloud+

Career Pathways



Help Desk support

Help desk support specialists are the go-to people for providing technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner.


First-Line support

First line support is for everyday support issues. For instance, FAQs, common difficulties, and time-sensitive queries. They aim to solve problems at the first point of contact so that the customer can continue with their day as soon as possible. First line agents will also collect as much information about a customer’s issue as possible.


Office IT Technician

An IT technician is an information technology and business professional who serves as the primary point of contact for IT issues within an organization. This professional handles the installation, repair and maintenance of computer systems.


IT Support Analyst

An IT support analyst can help to resolve a variety of technical issues relating to their organisation’s computer systems, telecommunications network, LANs, WANs and desktop computers, whether these components are located on-site or in the field.


Maintenance Support Technician

An IT support technician is responsible for helping customers and consumers understand how to use and fix their computers or other various technologies. You may receive complaint calls about malfunctioning equipment and have to diagnose the problem over the phone and help the customer solve the problem if possible.


Data Centre Support Technician

Data center technicians provide a range of services which revolve around the maintenance of data center equipment and processes. Their job description entails offering technical support at data centers by performing system/network installation, configuration, and troubleshooting in order to ensure optimum operations.


IT Support Officer

IT technical support officers monitor and maintain the computer systems and networks of an organisation. You will be installing and configuring computer systems, diagnosing hardware and software faults and solving technical and applications problems, either over the phone or in person.


Cyber/Security Support

Cybersecurity professionals build, test, and analyze systems to keep data and information safe from hackers and other external threats. They work to identify threats and find ways to keep an organization’s internal computer network safe and secure from threats such as malware, phishing, password attacks, and other intrusions.

“I knew nothing absolutely nothing about computers, but I was excited as I was the first female engineer in Cutec” – Alice Jones, Cutec Ltd

Let’s Start a Conversation