The technician who fixes it rather than escalating it

IT Solutions Technician builds the person who keeps your systems, devices and users working. They take the ticket, diagnose it properly, resolve what they can and document what they did, so the same problem does not arrive again next month wearing a different hat.

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A colleague helping another resolve an issue at a monitor

Level: Level 3
Duration: 18 months plus assessment
Route: Digital
Off the job: 370 hours minimum
Study mode: Remote and face to face
Assessment: To be confirmed
Start dates: Rolling, no fixed intake
Delivered: In your workplace

Is it the right fit

You probably need this if

Your outsourced IT bill grows every year and response times do not improve
One person holds all the knowledge and nothing is written down
Staff are losing hours to problems nobody owns
You want internal capability before you buy more support hours

Where the AI comes in

Learners use AI for diagnostics, log interpretation, scripting and knowledge base writing, and learn the security boundaries around it, including what must never be pasted into a public tool.

Entry requirements

Level 2 English and maths, or working towards them during the programme. Employed for at least thirty hours a week with the right to work in England, and in a role with enough real work to evidence the standard. We check every learner against the eligibility rules before anything is committed.

The curriculum

What they will learn

Delivered month by month against a training plan agreed with you, so the topic being taught lines up with the work in front of them.

01Hardware, devices and peripherals
02Operating systems and software deployment
03Networking fundamentals and connectivity
04Cloud services, accounts and identity
05Service desk practice, incidents and problems
06Diagnosis, fault finding and root cause
07Security, access control and data protection
08Backup, recovery and business continuity
09Scripting and automation basics
10AI assisted diagnostics and knowledge bases
11Documentation, asset records and change control
12Communicating with non technical users

In the job

What the role involves

Providing technical support to users
Diagnosing and resolving hardware and software issues
Maintaining IT systems, devices and networks
Supporting system security and data protection processes
Managing service requests and responding to incidents
Keeping systems running efficiently and reliably

End Point Assessment

How it is assessed

Assessed at the end of the programme by an independent assessment organisation. For this standard the assessment is normally a work based project with a presentation and questioning, alongside a professional discussion underpinned by a portfolio of evidence built during the programme. We confirm the exact method, the assessment organisation and the gateway requirements with you in writing before the training plan is signed.

We prepare for it

Mock assessments, portfolio checks and a gateway meeting before anything is submitted. Nobody goes to assessment underprepared.

Front page of the IT Solutions Technician Level 3 brochure

The brochure

Everything on one page, ready to forward

The two page employer brochure for IT Solutions Technician, covering what the apprentice does, how it runs and what your business gets out of it. Send it straight to whoever needs to see it.

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Where it leads

Job titles this programme feeds

IT Support TechnicianHelpdesk AnalystIT TechnicianInfrastructure TechnicianService Desk Analyst

Progression from here runs into the higher levels, into the Level 5 AI Units for those moving into leadership, or into a wider remit in the same business. We have that conversation at month twelve, not the week they finish.