Course Information

Who is the course for?

As an Infrastructure Technician you will 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. The Infrastructure Technician sets people up on systems and provides support when they need it, rectifying issues to maintain the organisation’s productivity.

Roles/Occupations may include: Help Desk Technician, First or Second Line Support, IT Infrastructure Technician, Network Support.

What does the course involve?

Technical Competencies

• Communication: works both independently and as part of a team and following the organisations 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

• Can explain the correct processes associated with WEEE (the Waste Electrical and Electronic Equipment Directive)

Technical Knowledge and Understanding

• Working knowledge of a range of cabling and connectivity, the various types of antennas and wireless systems and IT test equipment

• Understands maintenance processes and applies them in working practices

• Understands and applies the basic elements and architecture of computer systems

• Understands where to apply the relevant numerical skills e.g. Binary

• Understands he relevant networking skills necessary to maintain a secure network

• Understands the similarities, differences and benefits of the current Operating Systems available

• Understands how to operate remotely and how to deploy and securely integrate mobile devices

• Understanding and working knowledge of Cloud and Cloud Services

• Understands the importance of disaster recovery and how a disaster recovery plan works and their role within it

• Understands the similarities and differences between a range of coding and logic

• Understands and complies with business processes

• Working knowledge of business IT skills relevant to the organisation

Underpinning Skills, Attitudes and Behaviours

• Logical and creative thinking skills

• Analytical and problem solving skills

• Ability to work independently and to take responsibility

• Can use own initiative

• A thorough and organised approach

• Ability to work with a range of internal and external people

• Ability to communicate effectively in a variety of situations

• Maintain productive, professional and secure working environment

Placements/Work Placements

You must be in a compatible role within your organisation in order to undertake this apprenticeship so that competence can be assessed using the expected skills, behaviours and knowledge.

Entry Requirements

Individual employers will set the selection criteria, but this is likely to include five GCSEs (especially English, Mathematics 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.

What are the assessment methods?

On-programme assessment:

Technical knowledge and understanding is assessed on programme through a combination of Ofqual-regulated Knowledge Modules and specified vendor and professional qualifications. These must be passed before the end point assessment can take place:

  • Networking and Architecture
  • Mobile and Operating Systems
  • Cloud Services
  • Coding and Logic
  • Business Processes (ITIL Foundation Level – professional qualification)

At the point of ‘gateway readiness’ you will be prepared for End Point Assessment which will include:

  • A portfolio – produced towards the end of the apprenticeship, containing evidence from real work projects which have been completed during the apprenticeship, usually towards the end, and which, taken together, cover the totality of the standard, and which is assessed as part of the end point assessment
  • A project - giving the apprentice the opportunity to undertake a business-related project over a one-week period away from the day to day workplace
  • An employer reference
  • A structured interview with an independent assessor - exploring what has been produced in the portfolio and the project as well as looking at how it has been produced

How long is the course?

A minimum of 12 months.

What are the College attendance requirements?

All apprenticeship standards have been developed under the guidance that they are sufficiently stretching to require at least a year of employment, with off-the-job training accounting for at least 20% of the apprentice’s employed time. This requirement applies to apprenticeships at all levels and will typically include teaching of theory, practical training (shadowing, mentoring, industry visits and attendance at competitions), learning support and time spent writing assessments/assignments. 

This can be achieved in a number of ways and will be discussed with you and your employer prior to sign-up to the apprenticeship but will typically include 1 day per week attendance at college.

Are there any additional costs for the course?

There is a possibility that for employers whose learner requires additional ‘End Point Assessment’ attempts there may be additional costs but this can be discussed with your Apprenticeship Recruitment Advisor at sign-up.

What are the progression options?

Other Digital Industries Apprenticeship Standards provide a wide range of progression opportunities, including:

Data Analyst (Level 4)

Cyber Security Technologist (Level 4)

Digital and Technology Solutions (Level 6)

Please check for further options.


People completing this apprenticeship will be eligible to apply for a place on the independent Register of IT Technicians, providing recognition of their competence in applying technical skills in a business environment whilst signing up to a professional code of conduct and behaviours. It also confirms SFIA professional competence. A place on the Register acknowledges that those achieving these standards have joined the professional community, and opens the door to the continued support, career development and guidance that professional bodies provide.

Awarding Body


Further Information