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Information Communications Technician


Level 3


17 months

One-to-one support:

Every 4 weeks

You will achieve:

Level 3 Information Communications Technician BCS

Common job roles

  • First or Second Line Support
  • IT Infrastructure Technician
  • Help Desk Technician
  • Network Support

Roles you may progress into

  • Senior Technical Support Analyst
  • Head of IT and Infrastructure
  • Network Engineer
  • IT Manager
  • IT Director

Programme delivery

Phase 1



Before your induction, a member of Estio’s Apprenticeship Onboarding team will contact you and your employer representative to discuss your job role and the apprenticeship standard. During this initial consultation, you will also begin your personalised Vocational Scorecard, which assesses your current skill levels against the apprenticeship standard.

The scorecard ensures we fully understand your starting point, so that we can work with your employer to develop an individual learning plan that is tailored to your needs, and gives you the best opportunity to achieve at the highest level.



Your induction will take place within the first two weeks of starting your employment and will be facilitated by the Onboarding team at your nearest Estio training centre. You will go through an overview of your chosen apprenticeship programme and be given details of what dedicated support is in place for you throughout your learning journey. In addition, you will receive login details for our Virtual Learning Environment, which you will use to complete both mandatory and optional training modules as part of your programme. Any outstanding diagnostic assessments and enrolment documents will be completed, and you can ask any last questions you may have before you formally begin your training.

Functional skills

Functional skills

We use BKSB tests to determine your current level of knowledge, to assess if you need further support with English and/or Maths.

If you do, our Functional Skills Training team will work with you to supply these skills. You will be supported through remote training sessions and workshops, which run for 3 days (for each).

Once you feel comfortable, you can sit the Level 2 Maths and/or English exams. These qualifications are equivalent to an A* – C (4-9) grade at GCSE, they are fully certified by City & Guilds and can be used to further enhance your CV and skillset.

Phase 2


Working in IT Support

What you will learn

Gain knowledge on the key elements of working in the IT industry and IT Support teams.

  • Computing devices, components and systems
  • Operating Systems functions, features and security
  • Storage types, local and network
  • Asset management
Stability and Resilience

What you will learn

One of the key areas for all technicians, this focuses on ensuring the stability, resilience and reliability of systems and components.

  • Test planning
  • Solutions creation and implementation
  • Diagnostic tools
  • Communication with users and stakeholders
Testing and Problem Solving

What you will learn

Testing and problem solving are key skills and abilities for IT Technicians.

  • Testing and diagnostic techniques
  • Fault reports and problem solving
  • Event logs and viewers in troubleshooting
Introduction to Networks

What you will learn

Networks sit at the heart of every business function and operation.

  • Topologies and types
  • Wired and wireless systems
  • Introduction to Virtual Networking
  • OSI7-Layer Model
  • Protocols
  • Networks supporting business functions and objectives
Extended Networks

What you will learn

A wider understanding of computer networks and systems.

  • DHCP, NAT and DNS
  • APIs and Web Services
  • Virtualisation and virtual networks
  • DevOps methodology tools
  • Database implementation
  • Address management and implementation

What you will learn

Every member of an organisation needs to understand how security impacts the work they do.

  • Threats and countermeasures
  • Organisational policies and procedures
  • Legislation and regulations
  • VPNs
  • Security platforms and tools for networks and business
Cloud Systems

What you will learn

Cloud-based technologies and platforms have become a key aspect of service provision within business.

  • Cloud-based systems
  • Cloud file systems
  • AWS, Azure and more
  • Cloud security
Digital Communications Specialism

What you will learn

Focusing on Digital Communications:

  • Network protocols and hardware
  • Telecommunications maintenance and installation
  • Transmission technologies
  • Systems testing
  • VPN and remote access
Network Specialism

What you will learn

Focusing on Network Support:

  • OSI Model and Protocols
  • Databases and migration
  • Cloud security and firewalls
  • DevOps methodologies
  • System security
  • Application deployment
  • Performance monitoring
  • APIs and web services
  • LANs and WANs
Support Specialism

What you will learn

Focusing on Support Technician:

  • Computer system fundamentals
  • Upgrades and updates
  • Asset registers
  • Log files and event viewers
  • Escalation
  • Disaster recovery
  • Virtualisation
  • Remote device management
Support Teams

What you will learn

Combining knowledge gained you  will work with other apprentices to:

  • Respond to a scenario design and implement a networked system
  • Present the proposal and solution
One-to-one support

One-to-one support

You will have a Technical Specialist and a Progress Management Co-ordinator (PMC) assigned to support you throughout your apprenticeship.

Your PMC will contact you every 4 weeks to discuss your progress made to date, check you’re understanding your training modules, and support you with gathering evidence for your portfolio. Every 12 weeks a review meeting will take place between you, your employer representative and your PMC to assess how your new learning and skills development is being applied in your job role and its impact on your wider industry skills.

The Technical Specialist will work with you to develop your portfolio of evidence for End Point Assessment, and with your employer representative to agree the various workplace projects you will be required to undertake. They will also support your employer representative to complete your Employer Reference, a document which highlights key behaviours you have demonstrated for the final assessment as part of the End Point Assessment.

In every one-to-one session, we will agree actions and SMART targets for you to complete, so that you can progress confidently and with the right support.

Your portfolio

Your portfolio

Throughout the apprenticeship, you will contribute evidence towards your online e-portfolio. We use e-portfolios as they are accessible from anywhere, and enable you to track your progress throughout your apprenticeship.

You’ll have access to your personal dashboard, which shows you a number of key milestones and deadlines coming up, such as the training you have completed, work that is due, and any gaps in your portfolio of evidence.

Your Technical Specialist and Progress Management Co-ordinator will be available to contact at any point throughout the apprenticeship and will advise you how to provide the best evidence.

Off-the-job training

Off-the-job training

Off-the-job (OTJ) training is comprised of, but not limited to activities such as: training with Estio, shadowing, journal entries and projects for e-portfolio. Completed within working hours as agreed with the employer but average at 6 hours per week (20% of your time on your apprenticeship).

You can track your OTJ progress on your e-portfolio.

Phase 3

Assessment Gateway, preparation & administration week

Assessment Gateway, preparation & administration week

Dedicated one-to-one sessions to support the learner as they head towards assessment, putting them in the best possible position for achievement.

Phase 4

End Point Assessment

End Point Assessment

You will be assessed by an End Point Assessment Organisation chosen by your employer. EPA can take up to 3-4 months to complete. This involves a professional discussion underpinned by a portfolio and a project report with Q&A.

The Independent Assessor will feedback the results (Pass, Merit or Distinction) and the ESFA will provide your certificate.

Where can this apprenticeship take you?

The Information Communications Technician standard will give you the skills and experience to work in a First or Second Line Support role, an IT Infrastructure Technician role, a Help Desk Technician role, or a Network Support role. You will be well positioned to progress from this role into a tier 2, and eventually tier 3 IT support role. You may even progress into a specialist role.

If you wish to diversify your skillset, you might consider progressing to Level 4 Cyber Security Technologist or Level 4 Network Engineer apprenticeships, both of which we offer.

Cyber Security Technologist roles

Security Architect, Penetration Tester, Security Analyst, Risk Analyst, Intelligence Researcher, Security Sales Engineer, Cyber Security Specialist, Information Security Analyst, Governance & Compliance Analyst, Information Security Assurance & Threat Analyst, Forensics & Incident Response Analyst, Security Engineer, Information Security Auditor, Security Administrator, Information Security Officer, Cyber Operations Manager

Level 4 Cyber Security Technologist

Network Engineer roles

Network Technician, Network Engineer, Systems Engineer, Network Administrator

Level 4 Network Engineer