Infrastructure technicians set people up on systems and provide technical support when needed, rectifying issues to maintain the organisation's productivity.
They provide support to internal and external customers, helping them to be productive when using technology to do their own jobs, by using tools to problem solve and trouble shoot non-routine problems.
Typical job roles include help desk technician, first- or second-line support, IT infrastructure technician, network support technician.
Entry requirements will be set by individual employers but these are likely to include five GCSEs, (especially English, maths and a science or technology subject); a relevant Level 2 apprenticeship; other relevant qualifications and experience; or an aptitude test with a focus on IT skills.
Apprentices will develop technical knowledge and understanding of:
Apprentices will develop a range of technical competencies:
Communication: Works both independently and as part of a team and following the organisation's 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.
IT Security: Demonstrates the necessary skills and behaviours to securely operate across all platforms and areas of responsibilities in line with organisational guidance, legislation.
Remote Infrastructure: Effectively operates a range of mobile devices and securely add them to a network in accordance with organisations policies and procedures.
Data: 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.
Problem solving: 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.
Workflow management: Works flexibly and demonstrates the ability to work under pressure to progress allocated tasks in accordance with the organisation's reporting and quality systems.
Health and Safety: Interprets and follows IT legislation to securely and professional work productively in the work environment.
Performance: Optimises the performance of hardware, software and Network Systems and services in line with business requirements.
Waste Electrical and Electronic Equipment Directive: Can explain the correct processes associated with the WEEE.
Apprentices will demonstrate the following behaviours:
Throughout the programme the apprentice will receive expert training from highly qualified staff. A qualified assessor will provide an induction and regular workplace assessments
Completion of the programme will enable apprentices to progress to employment in the IT industry or a relevant higher-level apprenticeship.
Approx: 12 months (not including the end point assessment period)
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