Information Communications Technician
The Support Technician – Deliver efficient operation and control of the IT.
Deliver efficient operation and control of the IT and/or Telecommunications infrastructure 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. The business would contact a Support Technician to report the problem and either get it fixed or escalated to an engineer.
Typical Job roles: IT Support Officer, Office IT Technician, First & Second Line Support Technician, Communications Technician, Support Technician.
Typical Programme Duration: 18 months.
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.
By following a Digital Infrastructure Technician learning plan, you will prove at least the following Technical Competencies…
works both independently and as part of a team and following the organisations standards; competently demonstrating an ability to communicate both in writing and orally at all levels, using a range of tools and demonstrating strong interpersonal skills and cultural awareness when dealing with colleagues, customers and clients during all tasks.
Effectively operates a range of mobile devices and securely add them to a network in accordance with organisations policies and procedures
applies structured techniques to common and non-routine problems, testing methodologies and troubleshooting and analyses problems by selecting the digital appropriate tools and techniques in line with organisation guidance and to obtain the relevant logistical support as required
Health and Safety
Interprets and follows IT legislation to securely and professional work productively in the work environment
Demonstrates the necessary skills and behaviours to securely operate across all platforms and areas of responsibilities in line with organisational guidance, legislation
effectively records, analyses and communicates data at the appropriate level using the organisation’s standard tools and processes and to all stakeholders within the responsibility of the position
works flexibly and demonstrates the ability to work under pressure to progress allocated tasks in accordance with the organisation’s reporting and quality systems
Optimises the performance of hardware, software and Network Systems and services in line with business requirements
Can explain the correct processes associated with WEEE (the Waste Electrical and Electronic Equipment Directive)
Required Knowledge, Skills & Behaviours
- 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
- Fundamentals of physical networks and components
- Approaches to documenting tasks, findings, actions taken and outcome for example, use of task tracking and ticketing systems
- 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
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
- 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.
- 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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