Level 3 Information Communication - Support Technician Pathway

The broad purpose of the ICT occupation is to deliver efficient operation and control of the IT and/or Telecommunications infrastructure (comprising physical or virtual hardware, software, network services and data storage) either on-premises or to end-users provisioned as cloud services that is required to deliver and support the information systems needs of an organisation.

The Support Technician role is desk based resolving system user queries and resolving faults in a helpdesk environment. For example, a Support Technician in a Travel Agent would use a system to manage their customer bookings and when the system fails it needs rectifying rapidly in order to reduce the financial impact and damage to customer reputation. The business would contact a Support Technician to report the problem and either get it fixed or escalated to an engineer.

A Support Technician will be involved in:

• The maintenance or repair of system faults

• The support for the roll-out of installation and commission of new systems or upgrades

This apprenticeship is delivered in partnership with our training partner, Apprentify.

• First Line Support

• Helpdesk Support

• IT Support Analyst

• IT Support Officer

• Office IT Technician

• Cyber/Security Support

On completion of the programme, you will be awarded a Level 3 Information Communications Technician Apprenticeship. This qualification will allow you to apply for RITTech which is a professional registration for IT technicians, an independent public register for the people who work in IT and digital. The apprentice will also be eligible to join The Institute of Telecommunications Professionals (ITP) as a full member.