IT Support Technician (Information Communications Technician) Apprenticeship
Information Communications Technicians (ICTs) play a vital role in keeping organisations’ digital systems, networks and communication services running efficiently. They work across a wide range of sectors, supporting the technology infrastructure that businesses rely on every day.
Throughout the programme, learners develop the knowledge and skills needed to install, configure, maintain and support IT systems, networks, hardware, software and cloud-based services. They help users resolve technical issues, monitor system performance and ensure digital services remain secure, reliable and effective.
ICTs may specialise in areas such as IT support, networking, infrastructure, cloud technologies or digital communications. They use technical tools and systems to diagnose faults, solve problems and deliver solutions that support business operations and customer needs.
Working both independently and as part of a team, they interact with customers, colleagues and external stakeholders, providing technical support either remotely or face-to-face. They are responsible for maintaining system performance, following security and compliance requirements, and escalating more complex issues when necessary.
On completion, learners will be equipped to work in a variety of IT and telecommunications roles, supporting modern digital infrastructure and helping organisations make effective use of technology.
What you will study
- Computer hardware, operating systems and peripherals
- IT support and fault diagnosis
- Networking fundamentals and network security
- Cloud computing and cloud services
- Data storage, backup and disaster recovery
- Virtualisation technologies
- DNS, DHCP, LANs, WANs and network protocols
- Cyber security, firewalls and secure access
- Technical documentation and helpdesk systems
- System maintenance, upgrades and monitoring
- Databases, APIs and web services
- Remote access and mobile device management
- Digital communications technologies
- WEEE and sustainable IT practices
- Professional communication and customer support
- Emerging technologies and DevOps awareness
- IT support and technical troubleshooting
- Hardware, software and system installation
- Network setup, maintenance and monitoring
- Cybersecurity and data protection
- User support and customer service
- Technical communication and stakeholder management
- System testing, performance monitoring and fault resolution
- Network services, DNS and firewall management
- Cloud and digital infrastructure support
- Scripting and automation fundamentals
- Technical documentation and ticket management
- Telecommunications and connectivity solutions
- Work planning, prioritisation and problem-solving
- Professional development and industry best practice
- Works professionally, taking initiative as appropriate and acting with an ethical approach
- Communicates technical and non-technical information in a variety of situations to support effective working with internal or external stakeholders
- Demonstrates a productive and organised approach to their work
- Self-motivated, for example takes responsibility to complete the job
What's Next?
Careers
- Help Desk Technician
- First or Second Line Support
- IT Infrastructure Technician
- Network Support
