Information communications technician

Key information

Reference: OCC0973B
Date updated: 30/09/2024
Level: 3
Route: Digital
Regulated occupation: No

Details of the occupational standard

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Occupation summary

This occupation is found in organisations, large and small, in all sectors, and within public, private and voluntary organisations.

Organisations increasingly rely on computer and communications systems in all areas of their operations and decision-making processes. It is therefore crucial to ensure the optimal performance and maintenance of systems. An Information Communication Technician (ICT) is critical to achieving this.

The broad purpose of the ICT occupation is to deliver efficient operation and control of the IT and/or Telecommunications infrastructure (comprising physical or virtual hardware, software, network services and data storage) 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 occupation includes contributing to the preparation for new or changed services, operation of the change process, the maintenance of regulatory, legal and professional standards, the building and management of systems and components in virtualised and cloud computing environments and the monitoring of performance of systems and services in relation to their contribution to business performance, their security and their sustainability.

The Information Communications Technician makes their contribution through the application of infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.

An Information Communications Technician (ICT) provides support to internal and/or external customers, by using tools or systems to problem solve and trouble-shoot routine and non-routine problems. This occupation supports clients/customers with their systems. They achieve this through monitoring and maintaining the systems and/or platforms to maximise productivity and user experience.

An ICT could be installing and configuring computer systems, diagnosing hardware and/or software faults, solving technical and applications problems, either remotely or in person. Some examples of these issues are slow performance, connection problems, and an inability to access data.

The work of an ICT involves undertaking a vast array of specialist roles supporting business critical requirements and focus on customer solutions. Networking, Server, IT Essentials, Secure Communications, programming, and databases are just an example of typical tasks and projects undertaken within the likely areas of employment.

In their daily work, an employee in this occupation interacts with a wide variety of internal or external users of digital systems, through digital channels, remotely and/or face to face.

An employee in this occupation will be responsible for prioritising systems support tasks as they arise and for monitoring and maintaining system performance. They may work alone or as part of a team but will escalate problems in line with their organisation's policies and Service Level Agreements. For example, if the task may not be completed on premise, it may have to be referred to an external specialist.

The Support Technician role is desk based resolving system user queries and resolving faults in a helpdesk environment. For example, a Support Technician in a Travel Agent would use a system to manage their customer bookings and when the system fails it needs rectifying rapidly in order to reduce the financial impact and damage to customer reputation. The business would contact a Support Technician to report the problem and either get it fixed or escalated to an engineer.

A Network Technician role is usually desk based but may involve visits to client’s premises to resolve issues. For example, a Network Technician working in a university or a college they may be installing a computer lab as a training suite including cabling and hardware requirements. They may be required to install cloud services to support a business expansion and provide better network services.
In a contact centre environment, they may use network management tools to collect and report on network load and performance statistics to improve commercial outcomes.
In a retail bank they may contribute to the implementation of maintenance and installation work using standard procedures and tools to carry out defined system backups, restoring data where necessary.

A Digital Communications Technician may be desk or field-based resolving faults and issues with communications systems. For example, working in a defence organisation operates as an Online Network Technician they would be at the heart of every mission solving complex issues, enabling the secure exchange of mission critical and often Top-Secret information. It would be their responsibility to administer and provide specialist communications and IT equipment including classified information and cryptographic material to guarantee Operational Capability is delivered to the Command.

A digital communications technician working for a large telecom’s organisation could be involved in the build, test and integration of end-to-end customer solutions to support customer order delivery. Not to mention the build, test and maintenance of core and mobile radio access networks, working with both internal and external customers.

A digital communications technician working for a large telecom’s organisation could be involved in the build, test and integration of end-to-end customer solutions to support customer order delivery. Not to mention the build, test and maintenance of core and mobile radio access networks, working with both internal and external customers.

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Typical job titles include:

Help Desk support Network Support Cloud Technician Network Field Operative. First-Line support Office IT Technician Telecommunications Technician Communications Technician IT Field Technician Data Centre Support Technician IT Support Officer Maintenance Support Technician IT Support Analyst Cyber or Security support 1st and 2nd line support Telecoms Technician

Core occupation duties

Duty	KSBs
Duty 1 Provide technical support to customers both internal and external through a range of communication channels	K2 K7 K8 K13 S1 S3 S7 S8 S9 S10 S11 S12 B1 B2 B4
Duty 2 Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools	K2 K3 K11 S2 S6 S9 S10 S11 S12 B1 B3
Duty 3 Interpret technical specifications relevant to the ICT task	K2 K4 K8 S1 S4 S5 S8 B1
Duty 4 Apply the appropriate security policies to ICT tasks in line with organisational requirements	K2 K10 S1 S4 S6 B1 B3
Duty 5 Undertake the relevant processes with the relevant tools and technologies to resolve ICT technical issues	K1 K2 K3 K4 K5 K6 K9 K10 K11 S2 S4 S6 S8 S12 B1 B3
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 S5 S7 S8 B1 B4
Duty 7 Apply appropriate testing methodologies to hardware or software or cabling assets	K2 K3 K4 K5 K6 K9 K10 K11 S2 S4 S6 S8 B1
Duty 8 Practice guided continuous self learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development	S3 B1
Duty 9 Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues	K1 K2 K3 K9 K10 K11 K12 K13 S1 S2 S4 S8 S9 B1 B3

Option duties

Network Technician duties

Duty	KSBs
Duty 14 Complete cabling tasks for example coaxial, copper, fibre or remotely.	K39 K40 S19 B1 B3 B4
Duty 15 Administer mobile devices on a network	K25 K29 K31 S26 S28 B1 B3
Duty 16 Deliver network tasks prioritising security with a view to mitigatingand defending against security risks.	K24 K25 K26 K27 K28 K30 K33 K38 S20 S21 S23 S24 S25 S27 B1 B4
Duty 17 Install and configure relevant software and physical or virtual hardware as appropriate for example: network devices, switches androuters	K32 K34 K35 K36 S20 S21 S22 S23 S24 S25 S26 S27 B3

KSBs

Knowledge

K1: Approaches to back up and storage solutions Back to Duty

K2: Basic elements of technical documentation and its interpretation Back to Duty

K3: Principles of root cause problem solving using fault diagnostics for troubleshooting Back to Duty

K4: Principles of basic network addressing for example binary Back to Duty

K5: basic awareness of the principles of cloud and cloud-based services Back to Duty

K6: fundamental principles of virtual networks and components Back to Duty

K7: principles of cultural awareness and how diversity impacts on delivery of support tasks. 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 and preventative measures to reduce the incidence of faults Back to Duty

K10: key principles of security including the role of People, Product and Process in secure systems for example access and encryption requirements Back to Duty

K11: fundamentals of physical networks and components Back to Duty

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

K13: basic awareness of legislation in relation to disposal of waste materials for example Waste Electronic and Electrical regulations (WEEE) Back to Duty

K24: Principles of OSI layers Back to Duty

K25: Principles of cloud and network architecture (including Wi-Fi) Back to Duty

K26: Principles of DNS / DHCP Back to Duty

K27: Awareness of Cloud platforms, such as AWS, Azure, or GCP Back to Duty

K28: Principles of LANs and WANs Back to Duty

K29: Approaches to virtualisation of servers, applications, and networks Back to Duty

K30: Principles of network protocols Back to Duty

K31: Principles of API's and Web Services Back to Duty

K32: The different types of cloud storage Back to Duty

K33: Back up procedures and their importance Back to Duty

K34: Principles of databases and migration Back to Duty

K35: Key principles of Cloud Security and firewalls Back to Duty

K36: Awareness of DevOps methodology and tools, such as Puppet, Chef, Git, Docker Back to Duty

K38: awareness of the purpose of firewalls Back to Duty

K39: different types of connectivity and cabling for example physical and remote Back to Duty

K40: awareness of network protocols Back to Duty

Skills

S1: Interpret and prioritise internal or external customer's requirements in line with organisation's policy Back to Duty

S2: Apply the appropriate tools and techniques to undertake fault finding and rectification Back to Duty

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

S4: Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders Back to Duty

S5: Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate Back to Duty

S6: Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders Back to Duty

S7: Manage and prioritise the allocated workload effectively making best use of time and resources Back to Duty

S8: Complete documentation relevant to the task and escalate where appropriate Back to Duty

S9: Install or undertake basic software upgrades,either physically or remotely Back to Duty

S10: Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements Back to Duty

S11: Provide remote/F2F support to resolve customer requirements Back to Duty

S12: Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task Back to Duty

S19: Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely Back to Duty

S20: Test and evaluate network environments Back to Duty

S21: Monitor performance and usage of a network Back to Duty

S22: Deploy applications on a network Back to Duty

S23: Set up storage and data access for staff Back to Duty

S24: Apply necessary security measures, in line with access requirements to a network Back to Duty

S25: Carry out routine maintenance across network systems, ensuring organisational compliance Back to Duty

S26: Monitor network-related workloads including DNS and firewalls Back to Duty

S27: Install or undertake basic upgrades, either physically or remotely Back to Duty

S28: Establish digital communication or telecommunications systems through, for example cabling and connecting equipment. Back to Duty

Behaviours

B1: Works professionally, taking initiative as appropriate and acting with an ethical approach Back to Duty

B2: Communicates technical and non-technical information in a variety of situations to support effective working with internal or external stakeholders Back to Duty

B3: Demonstrates a productive and organised approach to their work Back to Duty

B4: Self-motivated, for example takes responsibility to complete the job. 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

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 specialisms for this T Level

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

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

Find your nearest T Level provider

Provider information - T Levels information for educators

Industry placements - T Levels for employers and how to get involved

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.

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

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Information communications technician - Network Technician

Key information

Details of the occupational standard

Occupation summary

Typical job titles include:

Core occupation duties

Option duties

Network Technician duties

KSBs

Knowledge

Skills

Behaviours

T Level in digital Support and Security

T Level in digital Support and Security

Aligned occupational standards

Alternative specialisms for this T Level

TQ Core

TQ Occupational Specialism

Overview

Grading

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