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Information Communications Technician Apprenticeship Level 3

Provide quality support to internal or external customers and troubleshoot system issues to keep your organisation running at all times.

With technology support, troubleshooting, and administration at its heart, a Kaplan Information Communications Technician apprenticeship is anything but standard.

As well as developing technical skills using a range of core technologies and platforms, we support our learners to weave together the ability to diagnose problems, report issues, and communicate solutions to drive business technology forward.

This apprenticeship has two routes:

  1. The Support Technician role is 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.
  2. The Network Technician role is 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.

Ideal for new talent in the organisation with an active interest in technical communications or existing staff taking on an IT Support role.

If you’re looking for a more software focused or DevOps apprenticeship, you may be interested in our Software Development Technician apprenticeship Level 3

Support technician roles such as help desk support, first line support, office IT technician, data centre technician, or cyber/security support. Network technician roles such as network support, IT field technician, network field operative. But this list isn’t exhaustive, it’s more about what you do in your job role than the actual title.

An apprentice’s journey doesn’t end when their apprenticeship has finished. This is just their first step to becoming an information communication professional. The next steps could be to move to the Kaplan Level 4 DevOps, Business Analyst, or Data Analyst apprenticeship programmes.

To do this apprenticeship you must have at least a grade of 4/C GCSE (or equivalent) in Maths and English. If you don’t have this level of Maths and English, Kaplan offers free resources and support to make sure you have a strong understanding of the subjects by the end of your apprenticeship.

Apprentices typically have one of the following:

  • GCSE or other Level 2 qualification
  • 12 months of work experience in the last 24 months if they do not have any other Level 3 qualifications

We advise that apprentices on this programme must be in a full-time IT support role where problem solving, troubleshooting, and rectifying a range of IT and network problems for customers is the primary focus of their work activities.


18 months with Gateway at 15 months

Costs / funding

Levy payer
Non levy payer

Qualifications received

Information Communication Technicians Level 3 Apprenticeship

Optional: Cisco Networking Essentials, Azure Fundamentals’ AWS Cloud Practitioner, CompTIA A+, Cisco IT Essentials, Linux Professional Institute – Linux Essentials

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About the programme

Keep your business functioning

The Information Communication Technician apprenticeship will give your people the skills to diagnose, report, and solve ICT problems and faults, keeping your business running smoothly.

Learn skills and technologies that are in high demand

Including Microsoft Azure, AWS, Google Cloud, Windows 10, Linux, PowerShell and Cmd.

Support staff and customers

Apprentices will learn how to provide technical support, both internally and externally, to solve problems and offer solutions. They will ensure that your business tech is working as it can for you, so you don’t have to worry about it being in safe hands.

Supported by an industry experienced Talent Coach

Each learner has regular 1:1 contact and progress reviews to keep them on track, review their portfolio, and get them fully prepared for their End Point Assessment.

The logos of Microsoft Azure, Linux, Powershell, Google Cloud, Windows 10 and AWS

Training modules

Our Information Communications Technician apprenticeship programme integrates six modules of technical training with work-based projects. This ensures that learning and skills are directly applied to the apprentice’s role, and maximises the time used as part of off-the-job training.

For each module, learners benefit from attending small, scheduled Live Online classes taught by a subject matter specialist, combined with additional online learning that can be completed at their own pace. Each of our live classes are interactive and involve lots of practical discussion, giving learners quality time both with tutors and industry peers to spark new ideas and get new perspectives. Learners get practical lab time to hone their skills and learn from each other, as well as their tutor.

5 days
Networking Essentials

Fundamentals of IT networking and problem solving, including:.

  • Planning and installing a home or small business network using wireless technology
  • Developing critical thinking and problem-solving skills using Cisco Packet Tracer
  • How to verify and troubleshoot 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.
3 days
Cloud Services

This module provides an understanding of the foundational business and technical elements for cloud and cloud-based services.

  • Cloud concepts
  • Azure services
  • AWS services
  • Core solutions and management tools on Azure
  • General security and network security features
  • Identity, governance, privacy, and compliance features
  • Azure cost management and Service Level Agreements
  • Basic global infrastructure of the AWS Cloud
  • Appropriate solution using AWS Cloud services with various use cases
  • AWS Well-Architected Framework.
5 days
Mobile and Operating Systems

Apprentices will learn how to support a diverse range of devices, and how to troubleshoot when something goes wrong. There’s an option to take CompTIA A+ or Cisco IT essential exams but these are not included as part of the apprenticeship and will have to be funded by the employer.

  • How to install, configure, and troubleshoot computers and mobile devices
  • Identify common security threats like phishing and spoofing
  • Develop critical thinking and problem-solving skills using both real equipment and Cisco Packet Tracer
  • Supporting a BYOD environment
  • Supporting a Windows and Linux environment.

Apprentices can opt to take CompTIA A+ or Cisco IT essential exams but these are not included as part of the apprenticeship and will have to be funded by the employer.

3 days
Technology and Business

This module provides an appreciation of how the role sits with the wider business. Apprentices will gain an appreciation of typical processes and procedures within a technician’s role.

  • Service Management principles and how to address IT issues by prioritising in response to customer service level agreements
  • Security and Governance when working on the IT Helpdesk
  • Awareness of the DevOps approach and some common DevOps tools
  • Legislation in relation to disposal of waste materials
  • The human aspect of dealing with customers and providing excellent customer support.
3 days
Final Accounts Preparation (FAPR)

This module covers basic scripting to execute IT tasks. Apprentices will learn how common tasks can be automated and how automation allows control of manual, error-prone processes by running scripts.

  • How to use PowerShell to automate tasks
  • How to use Windows Command line to troubleshoot problems
  • Major components of the Linux operating system
  • Linux command line
  • Understanding of security and administration related topics such as user/group management, working on the command line, and permissions.
2 days
EPA Readiness Training

The End Point Assessment readiness module provides apprentices with practical strategies and guidance on how to approach the two assessment tasks in the End Point Assessment.

This module will take them through a practical application of a technology project. They will be provided with a practical project structure which they will use to create a project report.

The EPA Readiness Training will help support them in preparing for their End Point Assessment giving them an opportunity to build skills in an immersive exercise getting real time feedback as they hone their skills.

date_range Timetables

Programmes are running regularly throughout the year. View our timetables for scheduled Live Online sessions to see when the next one is running.

View timetables

Why choose Kaplan to do an Information Communications Technician apprenticeship?

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Build better skills

Our Information Communications Technician apprenticeship programme is aligned to role responsibilities to ensure digital transformation in your business.

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Leading partners

Underpinned by specialist content and learning labs co-created with leaders in their field; Microsoft, Azure, AWS, Windows, Linux, PowerShell, developing your skills in a range of technologies and platforms, not just one.

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Flexible learning

Learners attend scheduled, interactive Live Online classes involving lots of practical discussion and application, and combine this with additional online learning that can be completed at their own pace.

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Expert teaching

Our tutors are all subject matter experts, with real world experience, and teach small cohort groups of like minded learners.

Support for employers:
  • Named account director as your key point of contact
  • Recruitment service to help you hire an apprentice for a new vacancy
  • Transparency throughout the application and onboarding process for your learners
  • Named tutor and talent coaches, often a single contact
  • Accurate, timely and accessible tracking for each learner
  • Line Manager visibility of your learner’s portfolio dashboards
Support for learners:
  • Tutor contact via email outside of scheduled classes
  • Regular 1:1 contact and progress reviews with a named, industry experienced talent coach to keep them on track, review their portfolio and get them fully prepared for their End Point Assessment.
  • Peer to peer contacts from across the industry as part of a small cohort - creating opportunities to spark new ideas and get new perspectives
  • Integrated learning system with everything in one place. Access all online learning, track your progress, capture off-the-job activity and hours, manage and capture progress reviews, upload evidence, as well as communication, and leave messages for each other with their Talent Coach
  • Interactive lab environment to practise and put learning to the test
  • Student Service support available 362 days a year

20+ years

We're a leading apprenticeship specialist with 20+ years' experience

Expert tutors

Qualified, expert tutors train over 10,000 apprenticeships each year

Highly rated

Rated 8 out of the top 50 apprenticeship providers on Rate My Apprenticeship

Upskill your staff

We can work together to upskill your existing staff. Get in touch to find out how we can help.

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Start your career

Apply for one of our apprentice jobs today.

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