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Course code: P13525
Subject area: Computing & Digital Technologies
Study level: Apprenticeship
Course level: 3
鈥 Support Technicians are desk based, resolving system user queries and faults in a helpdesk environment. The business would contact them to report a problem, which they would fix or escalate.
鈥 Network Technicians are usually desk based but may visit clients to resolve issues. In a contact centre environment, they may use network management tools to collect and report on network load and performance statistics
Digital Communications Technicians are desk or field-based resolving faults and issues with communications systems. They would administer and provide specialist communications and IT equipment
Duration: 13 months practical training period, plus 3 months for End Point Assessment
Delivery model:
鈥 Work-based training with your employer
鈥 Day release during term time (approximately 36 days per year)
鈥 Approximately four on-site assessment visits per year
鈥 Level 2 Functional Skills in Maths and English (7 days at college for each, if required)
鈥 Off the job training will count for at least 6 hours a week of an apprentice鈥檚 time at work
鈥 Provide technical support to customers both internal and external through a range of communication channels
鈥 Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools
鈥 Interpret technical specifications relevant to the ICT task.
鈥 Apply the appropriate security policies to ICT tasks in line with organisational requirements
鈥 Undertake the relevant processes with the relevant tools and technologies to resolve ICT technical issues
鈥 Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations
鈥 Apply appropriate testing methodologies to hardware or software or cabling assets
鈥 Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development
鈥 Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues
Support Technician duties
鈥 Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners, and cameras.
鈥 Address IT issues by prioritising in response to customer service level agreements
鈥 Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets
鈥 Support the roll out of upgrades or new systems or applications
Network Technician duties
鈥 Complete cabling tasks for example coaxial, copper, fibre or remotely.
鈥 Administer mobile devices on a network
鈥 Deliver network tasks prioritising security with a view to mitigating and defending against security risks.
鈥 Install and configure relevant software and physical or virtual hard
鈥 Level 3 Information Communications Technician Apprenticeship
