Information Communications Technician

Level 3 apprenticeship

Equip your employees with the skills to provide quality technical support and troubleshoot system issues, ensuring your organisation runs efficiently at all times.

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Overview

The Information Communication Technician apprenticeship focuses on developing expertise in technology support, troubleshooting, and administration.

The apprenticeship offers two distinct routes:

Support Technician role
Based around resolving system user queries and faults in a helpdesk environment. Support Technicians rectify or escalate faults rapidly to reduce the impact to their customer.
Network Technician role
Usually desk based but may involve visits to client's premises to resolve issues. Network Technicians may be installing networked IT systems, including cabling and hardware, or cloud services to support expansion and better network services.

Average duration

Up to 15 months, plus 3 month assessment period

Ofsted rating

Good | View report

Key skills

This apprenticeship equips individuals with vital capabilities for managing and maintaining your organisation's IT infrastructure and providing essential technical support.

Technical support

Network management

System administration and automation

Cloud services management

Timetables

View our timetables for scheduled sessions to see when the next one is running.

View timetables

Who it's for

This apprenticeship is designed for individuals who have an active interest in technical communications. It is ideal for:

New starters looking to gain technical capabilities directly applicable to an IT support role.
Existing employees working in roles focused on problem-solving, troubleshooting, and rectifying various IT and network issues for customers.

How your organisation benefits

The programme equips your employees with essential technical skills, enabling them to provide effective IT support and contribute to more resilient, future-ready operations.

Improves IT reliability and performance through practical troubleshooting and support
Strengthens cybersecurity by embedding secure practices across systems and processes
Enhances digital infrastructure by developing in-house capabilities in cloud services and networking
Equips teams with future-facing skills needed to manage evolving technology demands
Support career progression and boosts staff retention
Applies learning and measurable impact to your organisation

Eligibility

Regardless of age or prior attainment, anyone can do an apprenticeship provided they’re learning new skills and are employed in England, in a relevant role. Kaplan will support you to assess the job role suitability as part of your application.

To do this apprenticeship employers may specify that candidates must have at least a grade 4/C GCSE (or equivalent) in maths and English. If apprentices don't have this level of maths and English, Kaplan offers free resources and support to make sure they develop their understanding and application of the subjects by the end of their apprenticeship.

Apprentices typically have one of the following:

2 A Levels or International Baccalaureate or any other Level 3 qualification such as a BTEC Extended Diploma
A Level 3 Apprenticeship
12 months of work experience in the last 24 months if they do not have any other Level 3 qualifications

Learner milestones

This overview outlines the key technical modules and project milestones based on the Information Communications Technician programme, excluding the supplementary on-demand skills elements.

Months 1-3

Technology and Business

Focus on foundational IT principles, covering service management, IT issue resolution, security, governance, and effective customer support.

Key skills:

Applying Service Management principles.
Addressing IT issues by prioritising based on customer service level agreements.
Understanding security and governance for the IT Helpdesk.
Awareness of the DevOps approach and common DevOps tools.
Knowledge of legislation related to the disposal of waste materials.

Months 3-6

Networking Essentials and GenAIBIZ

Develop essential networking skills and introduce the concepts of Generative AI and its business applications.

Generative AI course

Keep your teams at the forefront of technological advancement. Explore how AI can drive creativity and efficiency across business functions. View course

Key skills:

Planning and installing a home or small business network using wireless technology.
Developing critical thinking and problem-solving skills using Cisco Packet Tracer.
Verifying and troubleshooting network and Internet connectivity.
Recognising and mitigating security threats to a home network.
Understanding IPv4 and IPv6.
Setting up and configuring DNS, DHCP, and other Networking Services.
Differentiating between wired and wireless networks, and between different cable systems.
Understanding Generative AI and its use cases for an IT role.

Months 6-9

IT Essentials and Cloud Services

Develop practical IT support, including hardware, software, security threats, and an introduction to cloud concepts and services.

Key skills:

Installing, configuring, and troubleshooting computers and mobile devices.
Identifying common security threats like phishing and spoofing.
Developing critical thinking and problem-solving skills using real equipment and Cisco Packet Tracer.
Supporting a BYOD (Bring Your Own Device) environment.
Supporting Windows and Linux environments.
Understanding cloud concepts, including Azure and AWS services, and core solutions/management tools on Azure.
Knowledge of general security and network security features.

Months 9-12

Scripting and Automation

Develop skills in automating tasks and troubleshooting using command-line interfaces across different operating systems.

Key skills:

Using PowerShell to automate tasks.
Using Windows Command line to troubleshoot problems.
Understanding major components of the Linux operating system.
Utilising the Linux command line.
Understanding security and administration topics such as user/group management, working on the command line, and permissions.

Months 12-15

EPA Readiness

The final stage involves integrating all learned modules into work-based projects, demonstrating overall competence as an IT Professional, and preparing for the End Point Assessment (EPA).

Key skills:

Holistically demonstrating competence by integrating learning from all modules and applying it within work-based projects.
Consolidating skills and knowledge from all technical modules and the project in preparation for the End Point Assessment (EPA).
Preparing for portfolio submission for the EPA.

At a glance

Information Communications Technician

Level 3 apprenticeship

Funding options

Levy payer

Fully-funded

Non levy payer

95% government funded

Next steps

Looking to train future digital talent? Book a consultation with our expert Kaplan team.

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Unrivalled support

Our apprenticeships are uniquely designed to offer unparalleled support for both employers and learners. We provide expert-led, practical training and simulations that build transferable digital skills and instill a growth mindset - essential for effectively leveraging technology.

Support for employers

Clients benefit from comprehensive support to foster trust and collaboration, ensuring a successful apprenticeship experience.

Dedicated supportNamed client solutions contact and sector expert tutors ensure personalised guidance and relevant training throughout the apprenticeship journey.
Seamless onboardingTransparent application process, recruitment assistance for new vacancies, and clear visibility for line managers via learner portfolio dashboards.
Work-integrated learningApprentices apply skills directly to your organisation, supported by timely, accurate tracking and real-world experience.

Support for apprentices

Apprentices receive robust support, ensuring they have access to the information and resources needed to succeed in their roles.

Comprehensive supportRegular 1:1s with an industry-experienced Talent Coach, tutor access via email, and year-round Student Services support ensures consistent guidance.
Collaborative progress trackingApprenticeship ePortfolio allows for real-time tracking, evidence uploads, communication with coaches, and peer-to-peer learning within a small industry cohort.
Practical and applied learningInteractive lab environments and work-based projects enable apprentices to contextualise and apply skills directly in the workplace.

Why choose Kaplan?

Work-based learning

This programme offers a structured learning path that directly applies skills to the role and optimises off-the-job training time.

Real-world tools

Learners gain hands-on experience with key platforms and tools such as Microsoft Azure, AWS, and PowerShell.

Immersive, hands-on learning

Small, interactive classes support personalised learning, with simulated labs to build and test practical IT skills.

Confident, capable employees

100% of Information Communication Technician apprentices report increased confidence applying their skills in the workplace*.

* Data taken from Q1 2025 post-apprenticeship and career progression report.

Hear from our apprentices

My talent coach’s dedication to my growth and development has been invaluable, and I’m fortunate to have her on this journey.

Chloe Auger

Level 3 ICT apprentice at C.I.KNOW

View case study

An apprenticeship is an amazing opportunity if you want to change fields or progress to a different area in your career.

Monika Wojdasova

Level 3 Data User apprentice at Harris Federation

View case study

Co-created with leaders in their field

Our commitment to excellence is evident in our strategic alliances with best-in-class key partners, bringing decades of leadership and specialist knowledge to every programme. This expertise underpins our rich content and immersive learning labs, driving tangible results.