Information Communications Technician

K1

K1 - [Core] Approaches to back up and storage solutions

K2

K2 - [Core] Basic elements of technical documentation and its interpretation

K3

K3 - [Core] Principles of root cause problem solving using fault diagnostics for troubleshooting

K4

K4 - [Core] Principles of basic network addressing for example binary

K5

K5 - [Core] Basic awareness of the principles of cloud and cloud-based services

K6

K6 - [Core] Fundamental principles of virtual networks and components

K7

K7 - [Core] Principles of cultural awareness and how diversity impacts on delivery of support tasks.

K8

K8 - [Core] Methods of communication including level of technical terminology to use to technical and non-technical stakeholders

K9

K9 - [Core] Different types of maintenance and preventative measures to reduce the incidence of faults

K10

K10 - [Core] Key principles of security including the role of People, Product and Process in secure systems for example access and encryption requirements

K11

K11 - [Core] Fundamentals of physical networks and components

K12

K12 - [Core] Approaches to documenting tasks, findings, actions taken and outcome for example, use of task tracking and ticketing systems

K13

K13 - [Core] Basic awareness of legislation in relation to disposal of waste materials for example Waste Electronic and Electrical regulations (WEEE)

K14

K14 - [Support Tech] Fundamental principles of operating systems, hardware system architectures and devices

K15

K15 - [Support Tech] Principles of remote operation of devices including how to deploy and securely integrate mobile devices into a network

K16

K16 - [Support Tech] Fundamental principles of peripherals for example: printers and scanners

K17

K17 - [Support Tech] Principles of virtualisation of servers, applications and networks

K18

K18 - [Support Tech] Principles of disaster recovery, how a disaster recovery plan works and their role within it

K19

K19 - [Support Tech] Principles of Test Plans, their role and significance

K20

K20 - [Support Tech] Fundamentals of purpose, creation and maintenance of asset registers

K21

K21 - [Support Tech] Approaches to system upgrades and updates and their significance

K22

K22 - [Support Tech] Approaches to interpretation of log files, event viewer and system tools

K23

K23 - [Support Tech] Basic elements of network infrastructure architectures including WiFi and wired networks

K24

K24 - [Network Tech] Principles of OSI layers

K25

K25 - [Network Tech] Principles of cloud and network architecture (including Wi-Fi)

K26

K26 - [Network Tech] Principles of DNS / DHCP

K27

K27 - [Network Tech] Awareness of Cloud platforms, such as AWS, Azure, or GCP

K28

K28 - [Network Tech] Principles of LANs and WANs

K29

K29 - [Network Tech] Approaches to virtualisation of servers, applications, and networks

K30

K30 - [Network Tech] Principles of network protocols

K31

K31 - [Network Tech] Principles of API's and Web Services

K32

K32 - [Network Tech] The different types of cloud storage

K33

K33 - [Network Tech] Back up procedures and their importance

K34

K34 - [Network Tech] Principles of databases and migration

K35

K35 - [Network Tech] Key principles of Cloud Security and firewalls

K36

K36 - [Network Tech] Awareness of DevOps methodology and tools, such as Puppet, Chef, Git, Docker

K39

K39 - [Network Tech] Different types of connectivity and cabling for example physical and remote

K37

K37 - [Digital Com Tech] Basic elements of network communication architectures for example, hardware, software, protocols and connection mediums.

K38

K38 - [Digital Com Tech] Awareness of the purpose of firewalls

K40

K39 - [Digital Com Tech] Different types of connectivity and cabling for example physical and remote

K41

K40 - [Digital Com Tech] Awareness of network protocols

K42

K41 - [Digital Com Tech] The purpose of digital communications technologies for example, hardware, virtual and cellular technologies

K43

K42 - [Digital Com Tech] Main factors affecting network performance including faults and error control

K44

K43 - [Digital Com Tech] Principles of digital test and diagnostic equipment usage

K45

K44 - [Digital Com Tech] Basic principles of VPN and Remote Access Security for example transmission technologies

K46

K24 - [Digital Com Tech] Principles of OSI layers

S1

S1 - [Core] Interpret and prioritise internal or external customer's requirements in line with organisation's policy

S2

S2 - [Core] Apply the appropriate tools and techniques to undertake fault finding and rectification

S3

S3 - [Core] Apply Continuous Professional Development to support necessary business output and technical developments

S4

S4 - [Core] Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders

S5

S5 - [Core] Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate

S6

S6 - [Core] Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders

S7

S7 - [Core] Manage and prioritise the allocated workload effectively making best use of time and resources

S8

S8 - [Core] Complete documentation relevant to the task and escalate where appropriate

S10

S10 - [Core] Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements

S11

S11 - [Core] Provide remote/F2F support to resolve customer requirements

S12

S12 - [Core] Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

S9

S9 - [Support Tech] Install or undertake basic software upgrades,either physically or remotely

S13

S13 - [Support Tech] Identify and scope the best solution informed by the system data associated with the task

S14

S14 - [Support Tech] Test and evaluate the system's performance and compliance with customer requirements.

S15

S15 - [Support Tech] Escalate non routine problems in line with procedures

S16

S16 - [Support Tech] Use basic scripting to execute the relevant tasks for example PowerShell, Linux

S17

S17 - [Support Tech] Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times

S18

S18 - [Support Tech] Apply the necessary security, in line with access and/or encryption requirements

S19

S16 - [Network Tech] Use basic scripting to execute the relevant tasks for example PowerShell, Linux

S20

S19 - [Network Tech] Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely

S22

S21 - [Network Tech] Monitor performance and usage of a network

S23

S22 - [Network Tech] Deploy applications on a network

S24

S23 - [Network Tech] Set up storage and data access for staff

S25

S24 - [Network Tech] Apply necessary security measures, in line with access requirements to a network

S26

S25 - [Network Tech] Carry out routine maintenance across network systems, ensuring organisational compliance

S27

S26 - [Network Tech] Monitor network-related workloads including DNS and firewalls

S28

S27 - [Network Tech] Install or undertake basic upgrades, either physically or remotely

S21

S19 - [Digital Com Tech] Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely

S29

S28 - [Digital Com Tech] Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.

S30

S29 - [Digital Com Tech] Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.

S31

S30 - [Digital Com Tech] Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.

B1

B1 - [Core] Works professionally, taking initiative as appropriate and acting with an ethical approach

B2

B2 - [Core] Communicates technical and non-technical information in a variety of situations to support effective working with internal or external stakeholders

B3

B3 - [Core] Demonstrates a productive and organised approach to their work

B4

B4 - [Core] Self-motivated, for example takes responsibility to complete the job.