Information Communication Technician Level (ICT) 3

We are now delivering the new ICT apprenticeship standard which has replaced the Infrastructure Technician standard. The apprenticeship can be adapted for each individual client ensuring that both employer and apprentice gain from the experience, with the apprentice able to complete several fantastic units including:

98-366: Microsoft Networking Fundamentals

AZ-900: Microsoft Azure Fundamentals

98-36: Software Development Fundamentals

98-368: Mobility and Devices Fundamentals

AZ-104: Microsoft Azure Administrator

98-349: Windows OS Fundamentals


The ICT occupation delivers efficient operation and control of the IT and/or Telecommunications infrastructure (comprising physical or virtual hardware, software, network services and data storage) either on-premises or to end-users provisioned as cloud services. The big picture is to help deliver and support the information systems needs of an organisation. The ICT helps organisations to prepare for new or changed services. They can operate throughout the change process helping with the maintenance of regulatory, legal, and professional standards in the delivery of systems. They are involved in building and managing systems and components in virtualised and cloud computing environments. A key part of their role is monitoring the performance of systems and services in relation to their contribution to business performance, system security and sustainability.

The Information Communication Technician standard has three distinct options. At the end of the apprenticeship, you will be competent in either:

1) Support Technician: The Support Technician role is desk based resolving system user queries and resolving faults in a helpdesk environment. For example, a Support Technician in a Travel Agent business would help to ensure the operation of the customer bookings system. When the system fails the business would contact a Support Technician to report the problem and either get it fixed or escalated to an engineer. The Support Technician would be expected to rectify or escalate faults rapidly to reduce the financial impact and damage to the business’s customer reputation.

2) Network Technician: A Network Technician role is usually desk based but may involve visits to client’s premises to resolve issues. For example, a Network Technician working in a university or a college they may be installing a computer lab as a training suite including cabling and hardware requirements. They may be required to install cloud services to support a business expansion and provide better network services. In a contact centre environment, they may use network management tools to collect and report on network load and performance statistics to improve commercial outcomes. In a retail bank they may contribute to the implementation of maintenance and installation work using standard procedures and tools to carry out defined system backups, restoring data

3) Digital Communications Technician: A Digital Communications Technician may be desk or field-based resolving faults and issues with communications systems. For example, working in a defence organisation operates as an Online Network Technician they would be at the heart of every mission solving complex issues, enabling the secure exchange of mission critical and often Top-Secret information. It would be their responsibility to administer and provide specialist communications and IT equipment including classified information and cryptographic material to guarantee Operational Capability is delivered to the Command. A Digital Communications Technician working for a large telecom’s organisation could be involved in the build, test and integration of end-to-end customer solutions to support customer order delivery. Not to mention the build, test and maintenance of core and mobile radio access networks, working with both internal and external customers.

Typical job titles include:

Support Technician – Help Desk support. First-Line support. Office IT Technician. IT Support Analyst. IT Support Officer. Maintenance Support Technician. Data Centre Support Technician. Cyber/Security support.

Network Technician – Network Support. IT Field Technician. Cloud Technician Digital Communications Technician, Network Field Operative.

Digital Communications Technician – Telecommunications Technician, Communications Technician, 1st & 2nd line support Telecoms Technician.

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