Course Summary
The Level 3 Information Communications (Support) Technician Apprenticeship is designed for technology professionals who provide 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 systems and/or platforms to maximise productivity and user experience.
The Information Communications (Support) Technician makes their contribution through the application of infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
The course provides a programme of study that encompasses both competence & technical elements of ICT support. It offers the opportunity to develop a broad range of highly desirable ICT support skills, including installing and configuring computer systems, diagnosing hardware and/or software faults, solving technical and applications problems, either remotely or in person.
Course Content
The level 3 apprenticeship is completed through a programme of regular day-release attendance in college to complete the knowledge-based elements, combined with frequent workplace contact- an assessor works with the learner every 4 - 6 weeks, with the agreement of the employer- to support the completion of the practical, skills-based components.
As the work of an ICT technician involves undertaking a vast array of specialist roles, the course covers the support of business critical requirements and focuses on customer solutions. Networking, Server, IT Essentials, Secure Communications, programming, and databases are just an example of typical tasks and knowledge included.
An apprentice on this course interacts with a wide variety of internal or external users of digital systems, through digital channels, remotely and/or face to face., so there is a strong focus on communications and problem solving.
Prioritising systems support tasks as they arise and for monitoring and maintaining system performanceare key elements, as are the skills needed to work alone or as part of a team, knowing when to escalate problems in line with an organisation's policies and Service Level Agreements.
Course Assessment
The qualification is delivered over an 18 month period, on completion of the study programme, End Point Assessment (EPA) is undertaken in 3 separate stages:
1. Summative Portfolio- based on real work projects or outputs gathered throughout the duration of the course.
2. Professional Discussion- A structured discussion with an independent assessor, with a 1-hour duration, focusing on the summative portfolio & work skills applied.
3. Synoptic Project Report with Questioning - projects are chosen from a bank of business-related projects, typically taking 3 working days to complete, Questions with an independent assessor have a 30-minute duration.
Employer Benefits
This apprenticeship offers the opportunity for learners to gain highly desired knowledge, skills and behaviours, A fully trained ICT support technician makes their contribution through the application of infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
Apprentices receive the very best training in their industry, as well as the chance to become members of the BCS, Chartered Institute for IT, and to achieve professional RITTech registration with letters after their name.
Qualifications
The Information Communications (Support) Technician Level 3
Successful learners will be eligible for membership of BCS, The Chartered Institute for IT, qualififying for professional RITTech registration with letters after their name
Progression
There is the opportunity to progress to a Business or Team Leader Apprenticeship upon successful completion.
Entry Requirements
For any learner who does not currently hold a GCSE grade 4 or above in English and mathematics there is a requirement to undertake an equivalent Level 2 Functional Skills qualification.
