Knowledge

• 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

And More

Skills

• 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

And More

Behaviours

• 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

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)

To achieve and exceed the National Apprenticeship Standard, 6 hours a week of salaried hours must be spent in learning away from the workstation. 

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.

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.