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L3 Information Communications Technician - Support

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Role Profile

This occupation is found in organisations, large and small, in all sectors, and within public, private and voluntary organisations. For example, retail, finance, the armed forces and multi-national telecoms providers.

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 ICT occupation delivers 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. The big picture is to help deliver and support the information systems needs of an organisation.

The ICT helps organisations to prepare for new or changed services. They can operate throughout the change process helping with the maintenance of regulatory, legal, and professional standards in the delivery of systems. They are involved in building and managing systems and components in virtualised and cloud computing environments. A key part of their role is monitoring the performance of systems and services in relation to their contribution to business performance, system security and sustainability.

The ICT makes their contribution through applying infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.

An 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 also supports clients/customers to run their systems efficiently. They achieve this through monitoring and maintaining systems and/or platforms to maximise productivity and provide a positive 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 can involve 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.

Support Technician

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 business would help to ensure the operation of the customer bookings system. When the system fails the business would contact a Support Technician to report the problem and either get it fixed or escalated to an engineer. The Support Technician would be expected to rectify or escalate faults rapidly in order to reduce the financial impact and damage to the business’s customer reputation.

Typical Job Roles:

For Digital Applications Technicians:

  •     Help Desk support.
  •     First-Line support.
  •     Office IT Technician.
  •     IT Support Analyst.
  •     IT Support Officer.
  •     Maintenance Support Technician.
  •     Data Centre Support Technician.
  •     Cyber/Security support.

Apprenticeship Pathways:

These are the courses roadmaps. It is a portion of the work which will follow through the entirity of the apprenticeship course. With on the job experience, and off-the-job learning rounding out in the rest of the training.

Information Communications Technician - Support - AWS

Information Communications Technician - Support - CompTIA

Information Communications Technician - Support - Microsoft

Support Technician Courses:

All relevant courses within your selected pathway, for yourself or your employee, can be found below.

CompTIA A+ Certification (Accelerated)

Understanding Network Fundamentals (AWS and Microsoft)

CompTIA Network+ (CompTIA Only)

AWS Cloud Practitioner Essentials (AWS Only)

Microsofter Azure Fundamentals (Microsoft Only)

Microsoft Azure Administrator (Microsoft Only)

The GKA Way

ITIL Foundation

The EPA Way


Technical Competencies

Getting Started - Support Technician

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