Infrastructure Technician

Occupation overview

An Infrastructure Technician provides 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 organisations productivity.


  • Communication: works both independently and as part of a team and following the organisationsstandards; competently demonstrating an ability to communicate both in writing and orally at all levels, using a range of tools and demonstrating strong interpersonalskills and cultural awareness when dealing with colleagues, customers and clients during all tasks.
  • IT Security: Demonstratesthe necessary skills and behavioursto securely operate across all platforms and areas of responsibilitiesin 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’sstandard tools and processes and to all stakeholders within the responsibility of the position
  • Problem solving: applies structured techniquesto common and non-routine problems, testing methodologies and troubleshooting and analyses problems by selecting the digital appropriate tools and techniquesin line with organisation guidance and to obtain the relevant logisticalsupport as required
  • Workflow management: worksflexibly and demonstratesthe ability to work under pressure to progress allocated tasks in accordance with the organisation’sreporting and quality systems • Health and Safety: Interprets and followsIT legislation to securely and professional work productively in the work environment
  • Performance: Optimisesthe performance of hardware, software and Network Systems and servicesin line with business requirements
  • Can explain the correct processes associated with WEEE (the Waste Electrical and Electronic Equipment Directive)



  • Working knowledge of a range of cabling and connectivity, the varioustypes of antennas and wireless systems and IT test equipment
  • Understands maintenance processes and appliesthem 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
  • Understandsthe 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
  • Understandsthe importance of disaster recovery and how a disaster recovery plan works and their role within it
  • Understandsthe similarities and differences between a range of coding and logic
  • Understands and complies with business processes
  • Working knowledge of businessIT skills relevant to the organisation



  • 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


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.



The duration of this apprenticeship is a minimum of 12 months


Professional Qualifications / Recognition

Apprentices must achieve one knowledge module or vendor/ professional qualification from each of the five sections in the list below.


Section 1

Knowledge Module 1: Networking and Architecture (for Level 3 Infrastructure Technician Apprenticeships) CCNA 1* MTA Network Fundamentals Network +* A + CIW Network Technology Associate*


Section 2

Knowledge Module 2: Mobile and Operating Systems (for Level 3 Infrastructure Technician Apprenticeships) CCNA Security* MCP Managing and Maintaining Windows 8 * MCP Configuring Windows 8 * MTA Mobility and Devices Fundamentals* Security + Mobile + CIW – Internet Business Associate CIW – Mobile Application Development


Section 3

Knowledge Module 3: Cloud Services (for Level 3 Infrastructure Technician Apprenticeships) MTA Server Admin * Enabling Office 365 Services Enabling Office 365 Identities and Requirements MTA Cloud Fundamentals Install Configure Windows Server 2012 * Administration of Windows Server 2012 * Configure Advanced Windows Server 2012 Services *


Section 4

Knowledge Module 4: Coding and Logic (for Level 3 Infrastructure Technician Apprenticeships) MTA Software Development Fundamentals App Development


Section 5

Knowledge Module 5: Business Processes (for Level 3 Infrastructure Technician Apprenticeships) CIW – Internet Business Associate ITIL Foundation Leve


*Or their direct replacement


Originally published on, this information has been re-used under the terms of the Open Government Licence.


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