Information communications technician Apprenticeship Standard

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Knowledge

K1: Approaches to back up and storage solutions
K2: Basic elements of technical documentation and its interpretation
K3: Principles of root cause problem solving using fault diagnostics for troubleshooting
K4: Principles of basic network addressing for example binary
K5: basic awareness of the principles of cloud and cloud-based services
K6: fundamental principles of virtual networks and components
K7: principles of cultural awareness and how diversity impacts on delivery of support tasks.
K8: methods of communication including level of technical terminology to use to technical and non-technical stakeholders
K9: different types of maintenance and preventative measures to reduce the incidence of faults
K10: key principles of security including the role of People, Product and Process in secure systems for example access and encryption requirements
K11: fundamentals of physical networks and components
K12: approaches to documenting tasks, findings, actions taken and outcome for example, use of task tracking and ticketing systems
K13: basic awareness of legislation in relation to disposal of waste materials for example Waste Electronic and Electrical regulations (WEEE)
K14: fundamental principles of operating systems, hardware system architectures and devices
K15: principles of remote operation of devices including how to deploy and securely integrate mobile devices into a network
K16: fundamental principles of peripherals for example: printers and scanners
K17: principles of virtualisation of servers, applications and networks
K18: principles of disaster recovery, how a disaster recovery plan works and their role within it
K19: principles of Test Plans, their role and significance
K20: fundamentals of purpose, creation and maintenance of asset registers
K21: approaches to system upgrades and updates and their significance
K22: approaches to interpretation of log files, event viewer and system tools
K23: basic elements of network infrastructure architectures including WiFi and wired networks
K24: Principles of OSI layers
K25: Principles of cloud and network architecture (including Wi-Fi)
K26: Principles of DNS / DHCP
K27: Awareness of Cloud platforms, such as AWS, Azure, or GCP
K28: Principles of LANs and WANs
K29: Approaches to virtualisation of servers, applications, and networks
K30: Principles of network protocols
K31: Principles of API's and Web Services
K32: The different types of cloud storage
K33: Back up procedures and their importance
K34: Principles of databases and migration
K35: Key principles of Cloud Security and firewalls
K36: Awareness of DevOps methodology and tools, such as Puppet, Chef, Git, Docker
K37: Basic elements of network communication architectures for example, hardware, software, protocols and connection mediums.
K38: awareness of the purpose of firewalls
K39: different types of connectivity and cabling for example physical and remote
K40: awareness of network protocols
K41: The purpose of digital communications technologies for example, hardware, virtual and cellular technologies
K42: Main factors affecting network performance including faults and error control
K43: Principles of digital test and diagnostic equipment usage
K44: Basic principles of VPN and Remote Access Security for example transmission technologies

Skills

S1: Interpret and prioritise internal or external customer's requirements in line with organisation's policy
S2: Apply the appropriate tools and techniques to undertake fault finding and rectification
S3: apply Continuous Professional Development to support necessary business output and technical developments
S4: Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
S5: Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
S6: Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
S7: Manage and prioritise the allocated workload effectively making best use of time and resources
S8: Complete documentation relevant to the task and escalate where appropriate
S9: Install or undertake basic software upgrades,either physically or remotely
S10: Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
S11: Provide remote/F2F support to resolve customer requirements
S12: Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
S13: Identify and scope the best solution informed by the system data associated with the task
S14: Test and evaluate the system's performance and compliance with customer requirements.
S15: Escalate non routine problems in line with procedures
S16: Use basic scripting to execute the relevant tasks for example PowerShell, Linux
S17: Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
S18: Apply the necessary security, in line with access and/or encryption requirements
S19: Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
S20: Test and evaluate network environments
S21: Monitor performance and usage of a network
S22: Deploy applications on a network
S23: Set up storage and data access for staff
S24: Apply necessary security measures, in line with access requirements to a network
S25: Carry out routine maintenance across network systems, ensuring organisational compliance
S26: Monitor network-related workloads including DNS and firewalls
S27: Install or undertake basic upgrades, either physically or remotely
S28: Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
S29: Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
S30: Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
S31: Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy

Behaviours

B1: Works professionally, taking initiative as appropriate and acting with an ethical approach
B2: Communicates technical and non-technical information in a variety of situations to support effective working with internal or external stakeholders
B3: Demonstrates a productive and organised approach to their work
B4: Self-motivated, for example takes responsibility to complete the job.

Core occupation duties

DUTY: Provide technical support to customers both internal and external through a range of communication channels

DUTY: Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools

DUTY: Interpret technical specifications relevant to the ICT task

DUTY: Apply the appropriate security policies to ICT tasks in line with organisational requirements

DUTY: Undertake the relevant processes with the relevant tools and technologies to resolve ICT technical issues

DUTY: 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

DUTY: Apply appropriate testing methodologies to hardware or software or cabling assets

DUTY: Practice guided continuous self learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development

DUTY: Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues

Support Technician duties

DUTY: Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras.

DUTY: Address IT issues by prioritising in response to customer service level agreements

DUTY: Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets

DUTY: Support the roll out of upgrades or new systems or applications

Network Technician duties

DUTY: Complete cabling tasks for example coaxial, copper, fibre or remotely.

DUTY: Administer mobile devices on a network

DUTY: Deliver network tasks prioritising security with a view to mitigatingand defending against security risks.

DUTY: Install and configure relevant software and physical or virtual hardware as appropriate for example: network devices, switches androuters

Digital Communications Technician duties

DUTY: Complete cabling tasks for example coaxial, copper, fibre or remotely.

DUTY: Install and commission computer or telecoms hardware

DUTY: Maintain computer systems or telecommunications networks

DUTY: Research solutions to maintain network communication architectures

DUTY: Monitor and report telecommunications or communications systems performance to enable service delivery.

Information communications technician

Interested in a simple Skills Scan and Learning Progress Tracker tool for the Information communications technician standard?

Knowledge

Skills

Behaviours

Core occupation duties

Support Technician duties

Network Technician duties

Digital Communications Technician duties

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Interested in a simple Skills Scan and Learning Progress Tracker tool for the Information communications technician standard?