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Information Communications Technician Apprenticeship Level 3

The Information Communications Technician apprenticeship equips individuals with the ability to deliver efficient operation and control of the IT and network infrastructure (physical or virtual hardware, software, network services and data storage) either on-premises or provisioned as cloud services. Information Communications Technicians monitor, administer, troubleshoot, and support ICT systems and they interact with a wide range of stakeholders supporting them remotely or face-to-face.

This apprenticeship provides the skills and knowledge to apply to an array of specialist roles supporting business operations, with a strong focus on customer solutions. Networking, Server, IT Essentials, Secure Communications, programming, and databases are examples of typical tasks and projects undertaken by an Information Communications Technician apprentice.

This occupation is found in organisations, large and small, in all sectors, and within public, private and voluntary organisations. These can include but are not limited to retail, finance, and telecoms providers.

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.

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.

Level: 3
Qualification gained: Level 3 Information Communications Technician Apprenticeship

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

Contact the team
1. Standards to be met
2. Length of apprenticeship
3. Training modules
4. Entry requirements
5. End point assessment
6. Progression
7. Funding

Standards to be met

The Apprenticeship standard sets out the essential Knowledge, Skills and Behaviours that somebody would need to demonstrate to be successful in this job role, this includes practising continuous self-learning to keep up to date with technological developments. Apprentices will need to show they are competent in all the areas detailed in the standard when they take End Point Assessment.

The Knowledge areas of the apprenticeship will be covered through completion of our dedicated training courses which have been mapped to the standard. The Skills and Behaviours are developed through the practical experience gained in the job role, workplace training and mentoring, and the completion of 2 work-based projects.


  • Principles of technical support keyboard_arrow_up keyboard_arrow_down

    Apprentices will learn about technical documentation and how tasks, actions, and outcomes are documented and tracked. Ticketing systems and how tasks are escalated are included. Disaster recovery plans and asset registers.

    Communication methods, including terminology for technical and non-technical users. End user factors such as cultural awareness and diversity are also covered. They will gain an awareness of disposal regulations (e.g. WEEE).

  • Resolving technical issues keyboard_arrow_up keyboard_arrow_down

    Apprentices will learn the principles of problem solving and troubleshooting. Different types of maintenance, including preventative measures and the role of test plans. Backup procedures and storage solutions. How to interpret log files, event viewer and system tools

  • Networking fundamentals keyboard_arrow_up keyboard_arrow_down

    Apprentices will learn the principles of the OSI layers. Network addressing and the fundamentals of physical networks and components. The basic elements of network architectures including Wi-Fi and wired networks. LANs and WANs and principles of DNS and DHCP, network protocols.

  • Cloud services keyboard_arrow_up keyboard_arrow_down

    Apprentices will learn the principles of cloud and cloud-based services and the fundamental principles of virtual networks and components. They will gain an awareness of Cloud platforms, such as Azure. The principles of cloud architecture and approaches to virtualisation. APIs and Web services. Types of cloud storage.

  • Security fundamentals keyboard_arrow_up keyboard_arrow_down

    Apprentices will learn the key principles of security such as access and encryption requirements. Principles of databases and migration. Key principles of Cloud security and firewalls

  • Install and configure hardware and software keyboard_arrow_up keyboard_arrow_down

    Apprentices will learn the principles of operating systems, hardware architectures and devices. The principles of remote operation of devices including how to deploy and securely integrate mobile devices into a network. Peripherals e.g. printers and scanners. The importance of updates and upgrades.

  • DevOps approaches keyboard_arrow_up keyboard_arrow_down

    Apprentices will learn and gain an awareness of DevOps methodology and tools.

Core Skills

  • Document tasks, findings, actions, and outcomes keyboard_arrow_up keyboard_arrow_down

    Complete documentation relevant to the task and escalate where appropriate. Establish and diagnose the extent of the IT support task, in line with local policies and SLA's.

  • Provide technical support keyboard_arrow_up keyboard_arrow_down

    Provide remote and/or face-to-face support to resolve customer requirements. Apply tools and techniques to identify and rectify faults. Manage and prioritise workload effectively.

  • Install and undertake upgrades keyboard_arrow_up keyboard_arrow_down

    Install or undertake software upgrades, either physically or remotely.

  • Be professional and provide customer service keyboard_arrow_up keyboard_arrow_down

    Interpret and prioritise customer's requirements. Communicate with stakeholders, keeping them informed of progress and managing escalation. Maintain effective working relationships with colleagues, customers, and relevant stakeholders.

  • Operate safely and securely keyboard_arrow_up keyboard_arrow_down

    Maintain the security of personal data of stakeholders across platforms. They will maintain a safe working environment for their own personal safety and others in line with Health and Safety.

  • Practice continuous professional development keyboard_arrow_up keyboard_arrow_down

    Practice CPD to keep up to date with developments in technologies and business trends.

Support Technician Skills

  • Support the roll out of upgrades or new systems or applications keyboard_arrow_up keyboard_arrow_down

    Identify and scope the best solution for the task, test and evaluate systems and ensure they are secure, escalating problems where needed.

  • Install and configure basic upgrades keyboard_arrow_up keyboard_arrow_down

    Install or undertake basic software upgrades either physically or remotely. Test and evaluate the system's performance and compliance with customer requirements. Carry out routine maintenance across IT systems ensuring organisational compliance.

  • Administer security access requirements and permissions keyboard_arrow_up keyboard_arrow_down

    Use basic scripting (e.g. PowerShell, Linux) to execute tasks. Apply the necessary security, in line with access and/or encryption requirements. Escalate non-routine problems.

Network Technician Skills

  • Install and configure software and physical or virtual hardware keyboard_arrow_up keyboard_arrow_down

    For example, network devices, switches, and routers. Deploy applications on a network. Install and/or undertake upgrades, either physically or remotely. Use a range of cabling and/or connectors equipment (e.g. coaxial, copper, fibre). Test and evaluate network environments. Monitor performance and usage of a network.

  • Maintain secure networks keyboard_arrow_up keyboard_arrow_down

    Apply security measures in line with access requirements to a network. They will set up storage and data access for staff. Carry out routine maintenance of network systems ensuring compliance. Monitor network-related workloads including DNS and firewalls.


  • Work professionally keyboard_arrow_up keyboard_arrow_down

    Take the initiative as appropriate and act ethically.

  • Communication keyboard_arrow_up keyboard_arrow_down

    Communicate technical and non-technical information in a variety of situations to support effective working with stakeholders.

  • Organised keyboard_arrow_up keyboard_arrow_down

    Demonstrate a productive and organised approach to their work.

  • Self-motivated keyboard_arrow_up keyboard_arrow_down

    Take responsibility to complete the job and use initiative.

Length of Apprenticeship

The End Point Assessment cannot be taken until the apprentice has been on programme for at least 12 months. The Apprenticeship will typically take 18 months in order for them to complete all of the training modules, be able to consistently work at or above the occupational standard, create a portfolio of evidence and complete the independent end point assessment.

Key milestones:

person Ongoing skills and behaviours
av_timer Optional interactive sessions
laptop Knowledge
person_pin Talent coach check in
border_color End point assessment

Month 1
person_pin Onboarding and induction

person Documentation

Month 2
laptop Networking Essentials

Month 3
person_pin Talent coach check in

laptop Portfolio introduction

Month 4
laptop Cloud Services

person Technical Support

Month 5
laptop Workplace Project 1

Month 6
person_pin Talent coach check in

person IT Hardware and Network Upgrades

laptop Mobile and Operating Systems

Month 7
person IT Hardware and Network Upgrades

Month 8
person Operate Safely and Securely

laptop Technology and Business

Month 9
person_pin Talent coach check in

person IT Security

Month 10
laptop Scripting and Automation

Month 11
laptop Workplace Project 2

person Work Professionally

Month 12
person_pin Talent coach check in

person Communication and Customer Service

Month 13
person Organised

Month 14
border_color Submit portfolio

person_pin Talent coach check in

laptop EPA Readiness Training

Month 15
border_color Gateway

Month 16
border_color Professional Discussion with Portfolio

Month 17
border_color Project Report with Questioning

Month 18
border_color Completion

Training modules

Apprentices will need to complete all their training modules to cover the knowledge required in the apprenticeship standard and to be fully prepared for the end point assessments.

All modules consist of online self-paced learning and a live training component. These components are linked to work-based projects that the learner completes to support them in building competencies and their portfolio.

Training will be delivered through our flexible live online classes. The following training modules are completed by apprentices on this standard:

Networking Essentials

This module covers the foundations of IT Networking and will include:

  • Plan and install a home or small business network using wireless technology
  • Develop critical thinking and problem-solving skills using Cisco Packet Tracer
  • Practice verifying and troubleshooting network and Internet connectivity
  • Recognise and mitigate security threats to a home network
  • Understand IPv4 and IPv6
  • Set up and configure DNS, DHCP and other Networking Services
  • Differentiate between wired and wireless networks
  • Differentiate between different cable systems.

Cloud Services

This module provides an understanding of the foundational business and technical elements for cloud and cloud-based services. Apprentices learn how cloud services are provided with Microsoft Azure and AWS Cloud. This module will cover:

  • 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.

Apprentices can take the optional Azure Fundamentals or AWS Cloud Practitioner exams but these are not included as part of the apprenticeship and will have to be funded by the employer.

Mobile and Operating Systems

This module helps apprentices to understand how to support a diverse range of devices. This will include:

  • 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 take the optional 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.

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 including:

  • 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.

Scripting and Automation

This module introduces the use of 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. The module will cover:

  • Using PowerShell to automate tasks
  • Using 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.

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.

Entry requirements

Apprentices on this standard 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. There are no other formal entry requirements for this Apprenticeship.

Apprentices who have not achieved an A*-C GCSE (or equivalent) in Maths and English GCSE are required to gain Functional Skills Level 2 as part of this 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

Additionally, apprentices must have a grade C (4) or above in Maths at GCSE or equivalent.

End point assessment

Every Apprenticeship includes an End Point Assessment (EPA), assessed by an independent End Point Assessment Organisation (EPAO). The apprentice will take their EPA at the end of their programme where they will demonstrate they are competent in the role that they have developed in.

This apprenticeship end point assessment will include:

1. Professional Discussion underpinned by portfolio

This assessment will take the form of a professional discussion appropriately structured to draw out the best of the apprentice’s competence. It will involve questions that will focus on the knowledge, skills and behaviours mapped to this method of assessment.

A portfolio of evidence containing examples of work sufficient to show the apprentice can apply the knowledge, skills and behaviours mapped to the professional discussion is submitted. The portfolio is not directly assessed, it underpins the professional discussion.

2. Project Report with questioning

This is a practical assessment during which the apprentice will demonstrate the KSBs assigned to this assessment method based on a post-gateway work-based project. Therefore, the project’s subject, title and scope will be agreed between the employer and the EPAO. The employer will ensure that it has a real business application and the EPAO will ensure that it meets the requirements of the EPA (including suitable coverage of the KSBs assigned to this assessment method).


A potential next step would be to undertake the Level 4 DevOps Engineer apprenticeship, providing the individual is in a job role that matches that Standard. This apprenticeship has a focus on software development, operations and users and improving the quality of digital services through a DevOps philosophy.


The total cost of this apprenticeship programme is £15,000. If you are a Levy payer this means that the maximum that can be withdrawn from your Levy fund for somebody on this apprenticeship is £15,000.

For non or marginal Levy payers (where you have overspent your Levy fund), 95% of the cost of the apprenticeship will be funded by the government meaning you will only have to pay 5% of the agreed price. Please contact us for more information on the Levy and funding.

Contact the team keyboard_arrow_up keyboard_arrow_down