Information Communications Technician

Set people up on Information Technology (IT) systems, provide support and solve problems to help organisations run smoothly.

Typical Job roles: Office IT Technician, Help Desk Technician, First or Second Line Support, Network Support

Typical Programme Duration: 15 months.

Information Communications Technician

Set people up on Information Technology (IT) systems, provide support and solve problems to help organisations run smoothly.

Typical Job roles: Office IT Technician, Help Desk Technician, First or Second Line Support, Network Support

Typical Programme Duration: 15 months.

Excellent Work-Based Learning is employer-responsive

TDM coaches guide and drive each individual, employer-responsive learning plan with intent to:

  • fully embed the employee into their new role
  • achieve and exceed the National Apprenticeship Standard.

I enjoy helping people in my workplace.  TDM have helped me to know how to solve the Digital and Technology problems which most people in the office are unable to solve.

Lewis Smith

Infrastructure Technician Apprentice

Core Occupation Duties

By following a Digital Infrastructure Technician learning plan, you will prove at least the following Occupation Duties…

Technical Support

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


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


Technical Interpretation

Interpret technical specifications relevant to the ICT task


Security Policy Application

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

Technical Issue Resolution

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



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

Testing Methodologies

Apply appropriate testing methodologies to hardware or software or cabling assets

Self Learning

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


Documentation Processes

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

Required Technical Knowledge and Skills

  • Approaches to back up and storage solutions
  • Basic elements of technical documentation and its interpretation
  • Principles of root cause problem solving using fault diagnostics for troubleshooting
  • Principles of basic network addressing for example binary
  • Basic awareness of the principles of cloud and cloud-based services
  • Fundamental principles of virtual networks and components
  • Principles of cultural awareness and how diversity impacts on delivery of support tasks
  • Methods of communication including level of technical terminology to use to technical and non-technical stakeholders
  • Different types of maintenance and preventative measures to reduce the incidence of faults
  • Key principles of security including the role of People, Product and Process in secure systems for example access and encryption requirements


  • Interpret and prioritise internal or external customer’s requirements in line with organisation’s policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • Apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation’s policies and Service Level Agreements

Read the rest here

Typical Certifications


  • C&G Level 2 Functional Skills in English
  • C&G Level 2 Functional Skills in Maths

Professional Development: Skills, Attitudes and Behaviours

TDM are acutely aware that the UK faces a productivity gap in our workforce when we are compared against competitor nations.  We are determined to do our bit to improve the performance and quality standards of the UK workforce.

This is why TDM also offer a dedicated Professional Development Coach who, in collaboration with employer mentors, will further develop apprentices’:

  • Logical and creative thinking skills
  • Analytical and problem solving skills
  • Ability to work independently and to take responsibility
  • Readiness to use own initiative
  • Application of a thorough and organised approach
  • Ability to work with a range of internal and external people
  • Ability to communicate effectively in a variety of situations
  • Ability to maintain productive, professional and secure working environment
  • Engagement with Professional Development Activities which go beyond their job role

Level 2 Functional Skills Qualification in both English and Maths will need to be achieved by all TDM learners.

TDM coaches also proudly support other National Educational Priorities, such as:

  • British Values: Democracy, The Rule of Law, Tolerance & Mutual Respect, Individual Liberty.
  • Health & Safety in the Workplace
  • Employee Rights and Responsibilities
  • Equality & Diversity
  • Safeguarding (including prevention against radicalisation)

Individual Learning Plan

To achieve and exceed the National Apprenticeship Standard, 20%+ of salaried hours must be spent in learning away from the workstation.  TDM will deliberately and closely align these learning hours with the 80% of on-the-job learning hours offered by the employer.

Your Individual Learning Plan will be delivered by both “field expert” Tech Coaches and “gently uncompromising” Professional Development Coaches.  According to the particular needs of each employer / learner / topic, TDM coaches will responsively plan and deliver options such as:

  • one-to-one coaching tutorials (online or in the workplace) which guide ePortfolio and employer reference building
  • task-setting and guidance through personally selected learning activities to be completed away from workstation including (eg): eLearning, print materials, journal articles, practice labs and tutorials, etc.
  • “tutored” online group learning events
  • classroom size <=15 learners (in Birmingham or Worcester)
  • classroom size <=8 learners (in Birmingham or Worcester)
  • ad-hoc extra support from a Professional Development Coach who will support the apprentice to develop more employable attitudes and behaviours.

Typical Entry Requirements

Individual employers will set the selection criteria, but this is likely to include:

  • five GCSEs (especially English, Mathematics and a Science or Technology subject)
  • OR a relevant Level 2 Apprenticeship
  • OR other relevant qualifications and experience
  • OR an aptitude test with a focus on IT skills.

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