Information Communications Technician Apprenticeship

This Apprenticeship is for those who are delivering efficient operation and control of IT infrastructure comprising physical or virtual hardware, software, network services and data storage.

An Information Communications Technician (ICT) provides support to internal and external customers, helping them to be productive when using IT in the workplace. The role 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.  

Topics include:

• Coding and Logic – including scripting, PowerShell, and batch files creation
• Business Processes – including IT Helpdesk, legislation, communication and customer service
• Mobile and Operating Systems – including understanding the OS environment, security, encryption, software and disaster recovery
• Cloud Services – including cloud fundamentals and theory
• Networking and Architecture – including physical virtual network setup and configuration, network administration using Active Directory, network security

Apprentices will need to be working towards and achieve the following job role requirements before their End Point Assessment (EPA):

• Providing technical support and advice to customers (internal, external, or both)
• Fault diagnostics and problem solving
• Hardware and software testing
• Working with data storage and backup systems
• Monitoring IT security and actioning security issues as appropriate
• Interpret technical specifications relevant to the ICT task
• Undertake the relevant processes with the relevant tools and technologies to resolve ICT technical issues
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation and expectations
• Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues
• 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
• Support the roll out of upgrades or new systems or applications

You will: 

• Learn how to use tools to problem solve, troubleshoot, and resolve IT issues as well as monitor and maintain systems and/or platforms to maximise productivity and user experience 
• Find out how to install and configure computer systems, diagnose hardware and/or software faults and solve technical and application problems, either remotely or in person 
• Learn about the role of an ICT, which involves undertaking a vast array of specialist roles supporting business critical requirements and focus on customer solutions  
• Be taught a range of topics, including how to set up IT Systems for new users; customer support, maintenance processes; basic elements and architecture of computer systems; recording, analysing and communicating data; cabling and connectivity and effectively operating a range of mobile devices  

This Apprenticeship is ideal if you are interested in hardware, software, network systems, and enjoy problem solving.

Next steps: From the Level 3 ICT Apprenticeship, you can progress to a Level 4 Apprenticeship in Network Engineering or Cyber Security, depending on your interests. You could also consider an HNC/D in Computing.

Every employer is different and therefore the entry requirements can vary. As a guide, you ideally need GCSE grade 4 in English and Maths.

If you are 19 or over, functional skills are not required unless requested by the apprentice’s employer.

However, we will work with you and provide additional support to help you achieve their requirements, either prior to your Apprenticeship or during the delivery of your programme.

You will study in Victoria House on Queen Street, Exeter. Apprentices have access to all facilities across College. These include the College Learning Resource Centres and the College Gym.