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Information Communications Technician (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, apprentices learn 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.

If you’re seeking to maximise the benefit of time used as part of off-the-job training and develop technical capability coupled with sector relevant skills that can be directly applied to the role, this apprenticeship might be the right option for you. It’s ideal for new talent in the organisation with an active interest in technical communications or existing staff taking on an IT Support role.

Individuals on this programme are employed in a variety of roles, ranging from 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.

One of the key things to success is that the job role and Line Manager provide the opportunities, support and relevant work based projects to be able to contextualise and apply the apprentice’s learning back in the workplace, to gain real competency in that area.

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 progress to the Level 4 Business Analyst, or Data Analyst apprenticeship programmes.

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 of the subjects and application by the end of their 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.


Level 3


Information Communications Technician


18 months with Gateway at 15 Months

Costs / funding band

Free for learners

Optional qualifications

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.

Support for apprentices

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 final assessments.

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

Included in this apprenticeship

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 discursive, giving apprentices quality time with tutors and sector peers to support the development of their knowledge and skills and bring new perspectives to their thinking. Learners also get practical lab time to hone their skills and practice using real data in a safe but simulated environment.

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
Scripting and Automation

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.

Generative AI course

A one-day online course during which apprentices will learn about AI, discuss the theories and practice behind it, and leave with an action plan for further development. Bring significant value to your organisation with our Generative AI course.

Online development sessions

Our Data Analyst Apprenticeship programme also includes optional online development sessions in Time Management, Personal Impact, and Presentation Skills. These interactive sessions focus on key Skills and Behaviours that will benefit your learners' development.

Skills development

To complement the technical training, apprentices will develop sector relevant skills at the right time for their job role.

Throughout the programme, the Talent Coach will support the apprentice and their line manager to identify opportunities to apply their new learning through work activities and projects. This provides a framework for the apprentice to develop and demonstrate the skills and behaviours required in a holistic way. The skills and behaviours are contextualised enabling evidence of competency to come from real-work that contributes to their business.


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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Comprehensive 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 groups of diverse learners from organisations across the UK.

Support for employers:
  • Named client solutions point of contact to support you at every stage
  • Recruitment service to help you hire an apprentice for a new vacancy
  • Transparency throughout the application and onboarding process for your learners
  • Sector expert tutors and talent coaches delivering relevant training and development
  • Learning that is applied to your organisation through work based experience
  • 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 their line manager and 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
  • Apprenticeship ePortfolio to track their progress, capture off-the-job activity and hours, manage and capture progress reviews, upload evidence, as well as communication with their Talent Coach
  • Interactive lab environment to practise and put learning to the test
  • Student Service support available 362 days a year
  • Work based projects and support from a line manager to be able to contextualise and apply their learning back in the workplace

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 4 out of the top 50 apprenticeship providers on Rate My Apprenticeship.

Recruit and upskill

We can work together to help you recruit new staff or to upskill existing staff. Get in touch to find out how we can help.

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