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 registration.
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
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 to Gateway
Apprenticeship Plus Options
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.
Networking & Cloud Services
concepts of networking and cloud computing, including networking
modules, devices and protocols.
Support in IT requires good communications skills. Develop your communications skills by exploring the best practices of support.
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Pathway Module Options
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
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 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.
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.