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• Provide technical support to customers both internal and external through a range of communication channels

• Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools

• Interpret technical specifications relevant to the ICT task.

• Apply the appropriate security policies to ICT tasks in line with organisational requirements

• Undertake the relevant processes with the relevant tools and technologies to resolve ICT technical issues

• 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

• Apply appropriate testing methodologies to hardware or software or cabling assets

• Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development

• Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues

Support Technician duties

• Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners, and cameras.

• Address IT issues by prioritising in response to customer service level agreements

• Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets

• Support the roll out of upgrades or new systems or applications

Network Technician duties

• Complete cabling tasks for example coaxial, copper, fibre or remotely.

• Administer mobile devices on a network

• Deliver network tasks prioritising security with a view to mitigating and defending against security risks.

• Install and configure relevant software and physical or virtual hard

• Level 3 Information Communications Technician Apprenticeship

• Portfolio based interview

• Fault finding and rectification

• Operate safely and securely

• Communication

• Develop and maintain effective working relationships with stakeholders

• Manage and prioritise workload effectively

• Complete documentation

• Undertake software upgrades

• Diagnose the extent of the IT support task, - Provide support to customers

• Maintain a safe working environment

• Identify and scope solutions

• Test system performance

• Escalate non routine problems

• Use basic scripting like PowerShell or Linux

• Carry out routine maintenance across systems

• Apply necessary security

• Use a range of Cabling

• Test network environments

• Monitor performance of a network - Deploy applications on a network

• Set up storage and data access

• Carry out routine maintenance

• Monitor network-related workloads including DNS and firewalls

• Establish digital communication or telecoms systems

• Identify a range of tools and or diagnostic equipment

• Undertake basic telecoms activities

• Use information necessary to identify operational issues and rectify