Level 2 Hardware, network and infrastructure foundation apprenticeship

K1

digital office automation technologies; • how to use them to create, update, edit, manage, and present data• the organisation’s use of templates and their best working practice• how these tools can be used to collaborate with others

LOCAL_K1

Health, safety and security including organisational policies and procedures.

LOCAL_K2

Digital systems, infrastructure, networks, software packages and programmes.

LOCAL_K3

Roles and responsibilities of stakeholders.

LOCAL_K4

Own role and responsibilities and how they help to achieve the needs of the organisation.

LOCAL_K5

Documentation and systems.*

K6

the key principles and processes for diagnosing stakeholder’s digital problems.

LOCAL_K6

Essential cyber security compliance including phishing and scams.

LOCAL_K7

Function and operation of the stages within the solutions life cycle.

K8

approaches to risk mitigation for data loss including confidentiality, integrity and availability

LOCAL_K8

User requirements, needs and priorities.

LOCAL_K9

Essential solution architecture and testing.*

K10

approaches to a range of communication channels and how to adapt to different audiences and situations.

LOCAL_K10

Emerging technologies, for example automation or AI in the sector and or occupation.

LOCAL_K11

The components of digital infrastructure and the relationship between devices.

LOCAL_K12

Technical fault diagnosis. Identify and confirm basic faults within the system.*

K13

approaches to effective time management and prioritisation

LOCAL_K13

Test parameters, standard requirements and common solutions.*

LOCAL_K14

Different types of hardware, software, apps and or firmware.

LOCAL_K15

IT security vulnerabilities.*

K4

the principles, processes and procedures for the secure handling of data in compliance with legislation.

K5

the concepts and fundamentals of data;· searching, storing, integrating, and organising data· how organisations use various types of data· the key features and functions of information systems· data formats and their importance for analysis· data entry and maintenance

K3

the importance of backing up data securely and the technologies that support it.

K11

the principles and constraints of searching the internet and accessing information securely • Currency- Relevance- Authority- Accuracy- Purpose

K7

principles of a helpdesk system, including accessing and maintaining stakeholder information and the contribution of helpdesk system to the organisations performance and customer service.

K9

significance of an organisation’s digital presence;· how this is maintained and what products are used· how the brand is represented and safeguarded

K14

principles of continuous improvement within the context of the application and use of digital technologies and the benefits

K2

types of digital architecture and how it relates to their organisation;• physical storage versus cloud• role of operating systems and servers

K16

approaches to assessing the impact of their actions on other stakeholders within a support desk environment

K12

approaches to planning and organising own learning activities to maintain and develop digital skills (CPD).

K15

current and emerging digital technologies and the possible implications for work on a support desk including the impacts of digital technologies for climate change, sustainability and moving to net carbon zero

K17

principles of productivity software applications used to create, update, edit, manage, and present data and information including how to support stakeholders in their use.

K18

the features and benefits of digital information systems and how these are used to maintain application support.

K20

organisational approaches to incorporating different digital applications across business functions and the implications for their stakeholders.

K19

working practices for the productive use and administration of stakeholder’s applications.

K21

approaches to the training and support of stakeholders to make the best use of the organisation’s applications.

S1

use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.

S4

provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols

LOCAL_S1

Comply with health and safety and security requirements.*

S2

use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.

LOCAL_S2

Use of infrastructure, networks, software, packages or programmes.*

LOCAL_S3

Apply knowledge to resolve issues and support users knowing when and who to escalate to.*

LOCAL_S4

Test performance and usability.*

LOCAL_S5

Apply sustainability practices in their role.

LOCAL_S6

Maintain documentation and systems following organisational process and procedures.*

LOCAL_S7

Use digital technologies to support daily work activities.*

LOCAL_S8

Safe and ethical use of emerging technologies.

S9

use digital systems to identify productivity and performance improvements

LOCAL_S9

Install equipment and components.*

S10

use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice

LOCAL_S10

Carry out routine maintenance and repair common faults.*

LOCAL_S11

Remove hardware following organisations processes.*

LOCAL_S12

Install software, apps or firmware to user requirements.*

S3

apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.

S8

risk assess the organisational impact of decisions that they take

S5

operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases

S11

maintain system security in line with organisational policies.

S7

use digital resources to extend own knowledge and skills relevant to their role

S6

communicate effectively through a variety of different channels using terminology appropriate to the audience

S13

investigate application problems and enable resolution to maintain productivity and improve quality of service.

S12

support digital operations or digital change and transformation activities.

S15

monitor data to analyse systems use and provide insights to recommend use or applications developments.

S14

coach and guide stakeholders to develop their applications skills to use digital systems effectively.

B1

work independently and take responsibility to maintain productive and professional working environment with secure working practices.

B2

use own initiative when implementing digital technologies and finding solutions to stakeholder’s problems.

B4

self-motivated for example: takes responsibility to complete the job.

LOCAL_B1

EB1 Communicate and share information using verbal, non-verbal, written and digital methods.

LOCAL_B2

EB2 Act in a professional manner including good time keeping and conduct.

LOCAL_B3

EB3 Apply new learning and feedback to everyday practice.

LOCAL_B4

EB4 Complete own work tasks and ask for help when needed.

LOCAL_B5

EB5 Work with colleagues to contribute to team outcomes.

LOCAL_B6

EB6 Seek ways to manage own financial, health and wellbeing needs using available resources.

LOCAL_B7

EB7 Overcome challenges and adapt to changes at work.

LOCAL_B8

EB8 Work in line with health, safety and environmental requirements.

B5

takes a sustainable mindset towards digital support activities ensuring climate change and the move to net carbon zero by 2050 is a consideration

B3

professional approach to dealing with stakeholder’s problems.