The Level 3 IT Support Technician Apprenticeship is a work-based training program that provides individuals with the skills and knowledge needed to excel in an IT support role. The apprenticeship is designed for people who are already working in, or wish to start working in, an IT role.

The Support Technician role is desk based resolving system user queries and resolving faults in a helpdesk environment.

The duration of the apprenticeship varies depending on the individual and the employer, but it typically takes 12-18 months to complete.

For example, a Support Technician in a Travel Agent would use a system to manage their customer bookings and when the system fails it needs rectifying rapidly to reduce the financial impact and damage to customer reputation. The business would contact a Support Technician to report the problem and either get it fixed or escalated to an engineer.

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.

How will I be assessed?

The apprenticeship is assessed through an end-point assessment.

All apprentices must complete the core content via the workplace and taught sessions.

The end-point assessment is assessed via a project, professional discussion and interview.

Assessment method 1: Professional discussion underpinned by portfolio.

Grading: Fail, Pass, Distinction

Assessment method 2: Project report with questioning.

Grading: Fail, Pass, Distinction

Performance in the EPA will determine the overall apprenticeship standard grade of:

Fail, Pass, Merit, Distinction

What do I need?

Ideally you will have 4 GCES’s at grade 4 (Equivalent to grade C) or higher including Maths and English.

The apprenticeship is open to anyone who is 16 or over and not in full-time education. It is suitable for both school leavers and people who are already working in an IT support role but want to gain formal qualifications.

Where can it take me?

Upon completion of the apprenticeship, you will gain a Level 3 qualification. This is equivalent to an A-Level standard. You may look at degree apprenticeships to follow this qualification.

Additional information

Please contact our apprentice recruitment coordinator Becky Painting for further information: BPainting@halesowen.ac.uk