Information communications technician

Key information

Reference: OCC0973A
Date updated: 30/06/2026
Level: 3
Route: Digital
Regulated occupation: No

This is not the latest approved version of this apprenticeship. View the latest version

Details of the occupational standard

T-Levels logo T Levels focus on vocational skills and can help students into skilled employment, higher study or apprenticeships. Each T Level includes an in-depth industry placement that lasts at least 45 days. Students get valuable experience in the workplace; employers get early sight of the new talent in their industry.

Occupation summary

The Information Communications Technician (ICT) occupation exists across all sectors; public, private, and voluntary, and within organisations of every size. As technology becomes increasingly integrated into business operations, ICTs play a vital role in ensuring the reliability, security, and performance of digital infrastructure and communication systems.

ICTs support both day-to-day operations and strategic digital initiatives, enabling organisations to maintain productivity, respond to technical issues, and implement secure and scalable solutions.

The core purpose of the ICT occupation is to deliver effective installation, configuration, monitoring, and support of IT systems and telecommunications services. ICTs ensure the smooth operation of digital platforms, whether hosted on-premises or in the cloud, and contribute to the ongoing evolution of an organisation’s technical capabilities.

They are responsible for:

• Maintaining physical and virtual infrastructure (hardware, software, networks, communications, and data systems)

• Diagnosing and resolving faults affecting performance, security, or access

• Supporting change control and system upgrades

• Applying cybersecurity practices and regulatory standards

• Engaging with users to ensure effective service delivery

As digital infrastructure evolves, Information Communications Technicians must operate with an awareness of both sustainability and the growing influence of artificial intelligence (AI). ICTs are increasingly expected to support environmentally responsible practices such as: optimising power usage, maintaining energy-efficient systems, implementing remote solutions to reduce travel, and contributing to device lifecycle management and e-waste reduction. Simultaneously, AI is transforming how IT systems are monitored, maintained, and secured. Technicians may be working alongside AI-driven tools for automated diagnostics, predictive maintenance, cybersecurity monitoring, and service desk triage. Understanding and leveraging these technologies responsibly ensures ICTs remain at the forefront of delivering sustainable and intelligent digital infrastructure.

Due to the varied nature of the role and variety of organisations which employ ICTs for training and assessment purposes, interpretation can be applied. Tooling, testing, diagnostics, fault finding and applications could be either AI, automated and/or traditional methods. Flexibility is designed to aid longevity, enabling the standard to evolve with technologies and adoption.

The ICT occupation encompasses three distinct but interrelated specialisms, each responding to the evolving digital landscape:

Support Technician:

The IT Support Technician role is essential across all sectors, supporting the smooth operation of an organisation's digital systems. This occupation exists in businesses of all sizes, including public, private, and voluntary sectors, reflecting the increasing reliance on IT infrastructure, cloud services, and secure communications for daily operations and decision-making.

An IT Support Technician provides hands-on support to internal or external users, resolving technical issues across hardware, software, operating systems, networks, and cloud-based services. They are responsible for troubleshooting problems such as connectivity failures, software errors, and user access issues. Support may be delivered face-to-face, over the phone, or via remote desktop tools.

Technicians install and configure systems, manage user permissions using tools like Microsoft 365 Admin Center or Google Workspace, and support a wide range of workplace technologies. They may manage mobile devices, deploy updates using platforms such as Intune, and monitor system health using tools like Datadog, PRTG, or SolarWinds.

In their role, they prioritise support tasks in line with service level agreements (SLAs) and organisational policies, escalating issues when required. Tasks often involve automated diagnostics, script-based resolutions using PowerShell or Bash, and ensuring endpoint protection through antivirus and security policy enforcement.

The Support Technician role is typically desk-based in a helpdesk or service desk environment but may also include supporting hybrid or remote users. For example, when a retail platform experiences downtime, the technician would quickly investigate and resolve access or connectivity issues to minimise revenue loss and protect customer experience.

As organisations move toward cloud-first and secure-by-design IT environments, IT Support Technicians play a key role in maintaining productivity, safeguarding data, and supporting digital transformation initiatives.

Network Technician:

The Network Technician plays a vital role in ensuring connectivity, performance, and security across digital infrastructures. They support the design, installation, configuration, and monitoring of network systems; from local cabling and switches to cloud-managed networks and wireless deployments, across organisations in education, finance, retail, healthcare, and beyond.

While many responsibilities are carried out in an office or network operations centre, Network Technicians may also visit client sites or other organisational locations to install, upgrade, or troubleshoot network equipment. For instance, they may deploy wireless access points in a school, lay structured cabling for a new office wing, or configure firewalls, VPNs, or managed switches in a retail store.

Modern Network Technicians support both on-premises and cloud-based infrastructure. This includes provisioning virtual networks via platforms such as Microsoft Azure, AWS, or Google Cloud, and maintaining hybrid environments using SD-WAN, site-to-site VPNs, and zero trust principles.

They use network performance monitoring and diagnostics tools like Cisco DNA Center, Wireshark, Zabbix, or PRTG to proactively address issues such as latency, packet loss, or bandwidth congestion, particularly important in environments like contact centres or VoIP-heavy operations.

In regulated industries such as the finance sector, they also perform compliance-focused tasks like encrypted backups, failover testing, and routine audits, using automated backup systems such as Veeam, Acronis, or Azure Backup. Data protection, uptime, and network resilience are core responsibilities.

Network Technicians also contribute to the automation of configuration and updates using tools like Ansible, PowerShell, or Python scripting, and may assist with documentation, asset management, and disaster recovery planning.

As networks become more complex and interwoven with cloud services, cybersecurity, and remote working infrastructure, Network Technicians ensure reliable, secure, and scalable connectivity for business continuity and growth.

Digital Communications Technician:

The Digital Communications Technician supports the installation, testing, maintenance, and fault resolution of secure and reliable communication systems across a range of sectors, including defence, telecommunications, and enterprise environments. This role may be desk-based or involve field-based activities, depending on the organisation and service area.

Technicians work with both traditional and emerging communications technologies, including 5G, fibre-optic networks, cloud-based communication systems, mobile radio access networks, and Voice over IP (VoIP) platforms. They contribute to the design, build, integration, and operational support of end-to-end communication solutions, ensuring performance, security, and continuity of service for internal users and external customers.

In a defence or national security context, a Digital Communications Technician plays a vital role in enabling the secure exchange of mission-critical information. They are responsible for administering and maintaining encrypted communication systems, secure satellite links, and cryptographic devices, in compliance with standards such as Cyber Essentials Plus, MOD secure networks (e.g., MODNet), and NCSC guidance.

In large telecommunications organisations, they may support the deployment of customer-facing connectivity solutions, including broadband provisioning, mobile network expansion, and IoT device integration. This may include tasks such as:

• Building and maintaining mobile base stations and radio access networks

• Testing network performance using tools such as Wireshark, NetScout, or spectrum analysers

• Configuring and supporting Unified Communications platforms such as Microsoft Teams, Zoom Phone, or RingCentral

Digital Communications Technicians may also analyse network load and performance, implement change requests, and escalate faults in accordance with Service Level Agreements (SLAs). They apply cybersecurity principles to ensure secure data transmission, support disaster recovery procedures, and contribute to the resilience of communication infrastructure.

The role involves regular interaction with technical teams, project managers, and end users, both internally and externally. It requires strong communication skills, an understanding of secure communication protocols, and a focus on quality and compliance. As organisations increasingly adopt cloud-based telephony, software-defined networking (SDN), and edge computing, the Digital Communications Technician is key to delivering seamless, scalable, and secure connectivity.

Typical job titles include:

1st and 2nd line support telecoms technician Cloud technician Communications technician Cyber or security support Data centre support technician First-line support Help desk support It field technician It support analyst It support officer Maintenance support technician Network field operative. Network support Office it technician Telecommunications technician

Core occupation duties

Duty	KSBs
Duty 1 Provide technical support to customers both internal and external through a range of communication channels	K1 K2 K7 K8 K14 S1 S3 S5 S7 S8 S9 B1 B4
Duty 2 Establish and diagnose ICT problems and or faults using the required troubleshooting methodology and tools	K2 K3 K11 K15 S2 S8 S9 S10 B3
Duty 3 Interpret technical specifications for the ICT task	K2 K4 K8 K15 S1 S4 S5 S7 S10
Duty 4 Apply security policies to ICT tasks in line with organisational requirements	K1 K2 K10 K15 S1 S4 S6 S9 S10 B1 B3
Duty 5 Undertake processes with tools and technologies to resolve ICT technical issues	K1 K2 K3 K4 K5 K6 K9 K10 K11 S2 S4 S6 S7 S8 S9 S10
Duty 6 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	K2 K7 K8 S1 S3 S4 S7 S9 B4
Duty 7 Apply testing methodologies to hardware or software or cabling assets	K2 K3 K4 K5 K6 K9 K10 K11 S2 S4 S6 S7 S9
Duty 8 Practice guided continuous self-learning to keep up to date with technological developments to enhance skills and take responsibility for own professional development	K13 S3 B2
Duty 9 Document or escalate ICT tasks to ensure a clear audit trail and progression of issues	K2 K3 K9 K10 K11 K12 K14 S1 S2 S4 S5 S7
Duty 10 Address IT issues by prioritising in response to customer service level agreements	K8 K9 K12 S1 S5
Duty 11 Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets	K10 K15 S4

Option duties

Digital Communications Technician duties

Duty	KSBs
Duty 14 Complete cabling tasks for example coaxial, copper or fibre.	K26 K28 S13
Duty 17 Install and commission computer or digital communications hardware	K23 K25 K26 K27 S13 S16 S18
Duty 18 Maintain computer systems or digital communications technologies	K21 K23 K25 K26 K27 K28 K29 K30 S16 S17 S18 S19
Duty 19 Research solutions to maintain network communication architectures	K21 K27 S18
Duty 20 Monitor and report digital communication or communications systems performance to enable service delivery.	K27 K28 S19

KSBs

Knowledge

K1: Approaches to back up and storage solutions for example disaster recovery. Back to Duty

K2: Basic elements of technical documentation and its interpretation for example user instructions, specifications, knowledge bases, manufactory manuals. Back to Duty

K3: Principles of root cause problem solving using fault diagnostics for troubleshooting for example to detect, locate or identify. Back to Duty

K4: Principles of basic network addressing for example how devices communicate on a network using key protocols and associated techniques such as subnet masking. Back to Duty

K5: Basic principles of cloud and cloud-based services for example access and storage. Back to Duty

K6: Fundamental principles of virtual networks and components. Back to Duty

K7: Principles of Equality, Diversity and Inclusion. Back to Duty

K8: Methods of communication including level of technical terminology to use to technical and non-technical stakeholders. Back to Duty

K9: Different types of maintenance for example corrective and routine, and preventative measures to reduce the incidence of faults. Back to Duty

K10: Key principles of security for example Confidentiality integrity and Availability CIA. Back to Duty

K11: Fundamentals of physical networks and components including wired and or wireless networks. Back to Duty

K12: Approaches to documenting tasks, findings, actions taken and outcome for example, use of task tracking and ticketing systems and testing. Back to Duty

K13: Methods to keep up to date with emerging and or evolving technologies, their use and or impact on the role. Back to Duty

K14: Approaches to environmental sustainability within the IT sector, for example legislation or standards in the workplace and the impact on their organisation e.g. energy-efficient computing, e waste, reuse and hardware lifecycles. Back to Duty

K15: The role of operating systems within the organisation and the various platforms available depending on business requirements. Back to Duty

K21: Principles of Open systems interconnection Model OSI layers or Transmission Control Protocol and or Internet Protocol TCP IP stack. Back to Duty

K23: The role of networking protocols for example Domain Name System, Dynamic Host Configuration Protocol, File Transfer Protocol, Hypertext Transfer Protocol. Back to Duty

K25: Basic awareness of the purpose of firewalls. Back to Duty

K26: Different types of connectivity and cabling. Back to Duty

K27: The purpose of digital communications technologies for example, hardware, virtual, cellular technologies or Voice Over Internet Protocol VOIP. Back to Duty

K28: Main factors affecting network performance including faults and error control. Back to Duty

K29: Principles of digital communication test and diagnostic equipment usage. Back to Duty

K30: Basic principles of Virtual Private Network VPN and Remote Access Security for example transmission technologies. Back to Duty

Skills

S1: Interpret and manage internal or external customer requirements, prioritising in line with organisation's policy. Back to Duty

S2: Select and apply the tools and techniques to resolve basic fault finding. Back to Duty

S3: Apply Continuous Professional Development to support necessary business output and technical developments. Back to Duty

S4: Operate securely across platforms, maintaining the security of data of internal and external stakeholders. Back to Duty

S5: Communicate with stakeholders, keeping them informed of progress and managing escalation where applicable. Back to Duty

S6: Maintain working relationships with colleagues. Back to Duty

S7: Complete documentation relevant to the task for example tickets, dockets, database recording. Back to Duty

S8: Maintain a safe working environment for own personal safety and others in line with organisation's Health and Safety requirement and or policies. Back to Duty

S9: Select and apply tools to test and evaluate basic functionality of system performance. Back to Duty

S10: Carry out maintenance across systems, ensuring organisational compliance at all times. Back to Duty

S13: Use Cabling or Connectors on equipment in line with technical requirements for example physically or remotely. Back to Duty

S16: Establish digital communication or telecommunications systems through, for example cabling and connecting equipment Back to Duty

S17: Select and apply tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements. Back to Duty

S18: Apply basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements. Back to Duty

S19: Use information to identify operational issues. Back to Duty

Behaviours

B1: Take responsibility for the health and safety of themselves and of others who may be affected by their acts or omissions at work. Back to Duty

B2: Committed to continued professional development to maintain and enhance competence. Back to Duty

B3: Takes responsibility for acting sustainably in their role for example switching off lights and systems when not in use, reducing file size and attachments on emails, and recycling. Back to Duty

B4: Team-focus to support inclusivity. For example, support others, show respect to others, and create and maintain productive working relationships. Back to Duty

T Level in digital Support and Security

Awarding organisation: NCFE

Qualification type: T Level Qualification level: 3 Qualification approved: 17/12/2020

T Level in digital Support and Security

Outline Content - Digital Support Services

There are no mandatory additional requirements

Visit NCFE for the current TQ information.

TQ Core

Your course starts by helping you get to grips with core knowledge of central to all digital industry roles, understanding data and digital systems, how software and business interact, security, testing, planning and legal issues.

TQ Occupational Specialism

Digital infrastructure

Overview

A T Level is split into three main sections:

technical qualification (TQ) is the main, classroom-based element. Students will learn about their chosen sectors through a curriculum designed by employers and developed by an awarding organisation (AO)
industry placement runs for a minimum of 315 hours (45 days) overall and will give students practical insights into their sector and an opportunity to embed the knowledge and skills learned in the classroom
English, maths and digital provision are also built into the classroom-based element of the T Level, meaning students will be given a solid foundation of transferable skills

Grading

The overall grade is subject to completion of all T Level requirements – not just the components of the technical qualification (TQ).

T Level grades combine students’ grades for the technical qualification core and occupational specialisms. For example: to be awarded a Distinction*, you must achieve an A* in the core and a Distinction in the occupational specialism(s).

As well as passing the relevant technical qualification, the following elements are required to achieve an overall T Level grade:

industry placement: This will be arranged and verified by the provider offering the T Level. For more guidance on next steps for provider visit GOV.UK
students are required to work towards improving attainment in maths and English if they have not already achieved grade 4 at GCSE or equivalent. Where students have attained, or attain during the course of the T Level, maths and or English qualifications at level 2, this will be referenced on any T Level certificates and/or statements of achievement

Students who do not pass all elements of their T Level will get a T Level statement of achievement which will show the elements they have completed.

Industry placements - how to get involved

Occupational specialism: Digital infrastructure

Qualification type: T Level

Qualification level: 3

Awarding organisation: NCFE

Approval date: 17/12/2020

Generation 1 awarding organisation: NCFE

Generation 2 awarding organisation: Pearson

Available from: 01/09/2020

Aligned occupational standards

Information communications technician - Digital Communications Technician OCC0973A
Information communications technician - Network Technician OCC0973B
Information communications technician - Support Technician OCC0973C

Alternative occupational specialisms

Cyber Security
This pathway is aligned to:
Cyber security technician OCC0865
Digital support
This pathway is aligned to:
Digital support technician - Digital Applications Technician (DAT) OCC0120A

Digital support technician - Digital Service Technician (DST) OCC0120B
Network cabling
This pathway is aligned to:
Network cable installer OCC0485

Technical education progression profile Find your nearest T Level provider

End-point assessment (EPA plan)

Rigorous robust and independent assessment undertaken by an apprentice at the end of training to test that the apprentice can perform in the occupation they have been trained in and can demonstrate the duties, and knowledge, skills and behaviours (KSBs) set out in the occupational standard

End-point assessment organisation (EPAO)

An organisation approved to deliver end-point assessment for a particular apprenticeship standard. EPAOs must be on the register of end-point assessment organisations

Holistic or synoptic

Assessment of an apprentice’s knowledge, skills and behaviours in an integrated way i.e. assessing several KSBs at the same time

Knowledge, skills and behaviours (KSB)

What is needed to competently undertake the duties required for an occupational standard

Valid

Referred to in relation to assessment methods; fit for purpose

Change request policy

Most changes to an apprenticeship are made as a result of a holistic review of it. We prioritise the need for such reviews based on a range of factors. These include:

the time since the apprenticeship was developed or last reviewed (taking account of its typical duration)
the existence of any known problems with it (e.g. lower than expected starts, low achievement rate, high withdrawal rate, any issues with the availability of training or end-point assessment provision)
whether the apprenticeship is currently subject to a dispensation
the relative significance of the apprenticeship based on how many users it has

The availability of an employer group to support a review and its potential impact on any related technical education product also inform the timing of a review.

Details of apprenticeships that are currently being revised or adjusted are available in our revisions and adjustments status report.

View occupation in map View apprenticeship standard

Share this page

LinkedIn X Facebook Email

Crown copyright © 2026. You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. Visit www.nationalarchives.gov.uk/doc/open-government-licence

Information communications technician - Digital Communications Technician

Key information

Details of the occupational standard

Occupation summary

Typical job titles include:

Core occupation duties

Option duties

Digital Communications Technician duties

KSBs

Knowledge

Skills

Behaviours

T Level in digital Support and Security

T Level in digital Support and Security

TQ Core

TQ Occupational Specialism

Overview

Grading

Aligned occupational standards

Alternative occupational specialisms

Share this page

Thank you for your feedback

Tell us about your experience