Level 3 Information Communication - Support Technician Pathway
Duration 18 months
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
Potential Job Titles
First Line Support
Helpdesk Support
IT Support Analyst
IT Support Officer
Office IT Technician
Cyber/Security Support
Apprenticeship Qualifications
On successful completion of the programme, the apprentice will be awarded with a Level 3 Information Communication Technician apprenticeship certificate. They will also be awarded with world-class vendor qualifications.