level 3 apprenticeship

S M A R T E R S T E P S T O S U C C E S S

INFORMATION BOOKLET

LEVEL 3APPRENTICESHIP

INFRASTRUCTURE TECHNICIAN

INFORMATION SHEET | LEARNER JOURNEY | STANDARD SPECIFICATION |END-POINT ASSESSMENT REQUIREMENTS

Learning Curve Group – Apprenticeships

Infrastructure Technician Apprenticeship Standard (Level 3)

What we offer

Learning Curve Group can provide a blend

of qualifications, resources and support

materials to deliver a bespoke apprenticeship

programme that meets the needs of the

employer and the apprentice.

Each apprentice will have a designated

Talent Coach to support them throughout

the apprenticeship programme.

End-Point Assessment

This is carried out using a range of

assessment tools, including a portfolio of

evidence, completion of a synoptic project

and an interview.

Progression opportunities

This apprenticeship is recognised for

entry onto the Register of IT technicians,

confirming SFIA Level 3 professional

competence. Those completing this

apprenticeship are eligible to apply for

registration.

Maths and English requirements

Apprentices without Level 2 English and

maths will need to achieve this level prior to

taking the End-Point Assessment.

Duration

This apprenticeship will take a minimum

of 15 months to complete, depending on

experience. Apprentices cannot undertake

the End-Point Assessment until they have

been on-programme for at least 12 months.

Meeting the Apprenticeship Standard

The main part of this apprenticeship

programme consists of on-the-job and off-

the-job training and assessment. This will

enable the apprentice to develop all of the

skills, knowledge and behaviours they need

to succeed in their work role and to satisfy

the requirements of the apprenticeship

standard.

Information Sheet

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

troubleshoot non-routine problems. The Infrastructure Technician sets people up on systems and

provides support when they need it, rectifying issues to maintain the organisation’s productivity.

Typical job roles include Help Desk Technician, First or Second Line Support, IT Infrastructure

Technician and Network Support.



1. On-Programme Learning and Assessment

This component will consist of on-the-job and off-the-job training and development, as

well as regular assessment of knowledge, skills and behaviour outcomes. This model of

regular assessment is designed to give an ongoing indication of performance against

the final outcomes defined in the standard and to also prepare the apprentice for the

End-Point Assessment.

This component will involve:

∞ Apprentice – Carries out work as defined by their employer, selects evidence for

their portfolio from work carried out towards the end of their apprenticeship, and

passes the tests for underpinning knowledge and understanding.

∞ Employer – Creates opportunities for the apprentice to carry out work and produce

outcomes; confirms that apprentice is ready for End-Point Assessment.

∞ Training Provider – Maps and assesses work against the apprenticeship standard,

helps apprentice select evidence for their summative portfolio, and confirms

readiness for End-Point Assessment.

What makes up the Apprenticeship Standard?This apprenticeship is made up of three components:

1. On-Programme

Learning and Assessment

Technical knowledge and understanding is

developed and assessed on-programme, through a combination of Ofqual-

regulated knowledge modules and specified

vendor/professional qualifications.

Technical competencies and behaviours will also be assessed within the apprentice’s work role and mapped against

the requirements of the apprenticeship standard.

2. Gateway

Component

Following the period of on-

programme learning and assessment, a

decision will be made as to whether the

apprentice is ready to move into the End-Point Assessment

phase.

This decision will be made by the

employer and the training provider,

based on their monitoring of the

apprentice’s progress.

3. End-PointAssessment

This is a final assessment of all of

the requirements set out in the

apprenticeship standard, including

competencies, knowledge and

behaviours.



Throughout this period of on-programme learning and assessment, apprentices must achieve

one knowledge module or vendor/professional qualification1 from each of the five sections in

the list below:

Ofqual-Regulated Knowledge Modules/Vendor or Professional Qualifications

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 Level

1 Or their direct replacement



2. Gateway Component

The line manager (employer) will make the decision as to when the apprentice is ready

for their End-Point Assessment, based on the apprentice meeting the requirements of

the standard, holding a portfolio to evidence this and performing competently in their

role. This decision will be supported by input from the training provider.

In order to successfully pass through the Gateway to attempt their End-Point

Assessment, apprentices must have:

∞ Achieved all five knowledge modules and/or vendor or professional qualifications,

as set out in the apprenticeship standard

∞ Compiled a portfolio of evidence in readiness for End-Point Assessment

∞ Obtained an employer reference

∞ Achieved Level 2 maths and English

3. End-Point Assessment

Following successful completion of the Gateway component, the training provider will

submit the candidate’s details to the independent assessment organisation (which will

have been chosen by the employer). The End-Point Assessment can then take place.



End-Point Assessment

The End-Point Assessment includes an assessment of all of the requirements set out

in the apprenticeship standard, including competencies, knowledge and behaviours.

It will take place in the final few months of the apprenticeship programme, using the

following four assessment methods:

1. Summative Portfolio

The portfolio will provide evidence against the totality of the apprenticeship standard,

based on the apprentice’s application of knowledge, competence and behaviours in

the work environment.

The evidence should be based on real work projects or outputs. The evidence can be

supplemented with the following:

∞ Performance reports

∞ Reflective accounts by the apprentice

∞ Expert witness testimony

∞ Customer feedback

2. Synoptic Project

This is a pre-defined business-related project, undertaken away from the day-to-day

workplace (in a controlled environment). It will typically take three working days to

complete.

The project will provide evidence against a selected set of knowledge, competencies

and behaviours.

3. Employer Reference

The employer will be asked to provide a reference, setting out their views of the quality

of the apprentice’s work.

4. Interview

The interview is a structured discussion between the apprentice and the independent

assessor, focusing on the summative portfolio and the synoptic project. This discussion

will be used to gather further evidence and/or to explore in more detail the evidence

that has been provided in the portfolio and the project.



All apprentices will have access to Smart Assessor e-portfolio software, which will allow

the apprentice to:

∞ Work through useful learning resources and support materials, designed to guide

the development of relevant skills, knowledge and behaviours.

∞ Quickly and easily compile a portfolio of evidence in readiness for their End-Point

Assessment.

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lear

nin

g, r

ele

van

t to

Sch

em

e o

f W

ork

an

d IL

P

Pla

n r

ele

van

t as

sess

men

ts t

o b

e c

arri

ed

ou

t o

n n

ext

vis

it fo

r p

ort

folio

of

evi

den

ce

Dis

cu

ss E

nd

-Po

int

Ass

ess

men

t p

rocess

an

d a

ssig

n t

eac

hin

g a

nd

lear

nin

g t

asks

to

en

sure

read

iness

Co

ach

ing

an

d m

en

tori

ng

fo

r E

nd

-Po

int

Ass

ess

men

t

Stu

dy

tow

ard

s M

TA C

lou

d F

un

dam

en

tals

∞C

om

ple

te p

ractic

e t

est

to

dete

rmin

e s

tart

po

int

∞Se

t p

roje

ct

bri

ef

to b

e c

om

ple

ted

Mo

nth

7 –

Rem

ote

Tea

chin

g a

nd

Lea

rnin

g

Rem

ote

ass

ess

men

t b

y p

ho

ne, w

eb

inar

, Sky

pe, e

tc

Revi

ew

an

d d

iscu

ss p

rog

ress

(u

sin

g S

MA

RT

) in

th

e f

ollo

win

g a

reas

:

∞P

ort

folio

of

evi

den

ce

∞E

vid

en

ce u

plo

aded

to

SM

AR

T

Revi

ew

an

d u

pd

ate IL

P, a

nd

up

load

to

SM

AR

T

Revi

ew

an

y ac

tion

s se

t o

n S

MA

RT

Up

dat

e a

nd

veri

fy 2

0%

off

-th

e-j

ob

tra

inin

g lo

g

Facili

tate

teac

hin

g a

nd

lear

nin

g, r

ele

van

t to

Sch

em

e o

f W

ork

an

d IL

P

Co

ach

ing

an

d m

en

tori

ng

fo

r E

nd

-Po

int

Ass

ess

men

t

Ch

eck

pro

gre

ss o

n M

TA C

lou

d F

un

dam

en

tals

co

urs

e

∞R

evi

ew

pra

ctic

e t

est

s sc

ore

s –

80

%+

, lear

ner

read

y to

sit

exa

m

∞A

ssig

n w

ider

lear

nin

g w

ork

bo

ok

Fun

ctio

nal

Ski

lls:

∞M

ath

em

atic

s an

d E

ng

lish

teac

hin

g a

nd

lear

nin

g

Fun

ctio

nal

Ski

lls:

∞M

ath

em

atic

s an

d E

ng

lish

teac

hin

g a

nd

lear

nin

g

∞M

ath

em

atic

s an

d E

ng

lish

sam

ple

test

s

42

% c

ou

rse c

om

ple

tion

49

% c

ou

rse c

om

ple

tion

Pag

e 1

1

Mo

nth

8 –

Sit

e V

isit

Tale

nt

Co

ach

to

dis

cuss

pro

gre

ss o

f ap

pre

ntic

e w

ith li

ne m

anag

er

(co

mp

lete

w

itness

test

imo

nie

s w

here

rele

van

t) a

nd

up

load

evi

den

ce t

o S

MA

RT

Revi

ew

an

d r

eco

rd p

rog

ress

ag

ain

st t

he a

pp

ren

ticesh

ip s

tan

dar

d (u

sin

g S

MA

RT

)

Revi

ew

an

d d

iscu

ss p

rog

ress

(usi

ng

SM

AR

T) i

n t

he f

ollo

win

g a

reas

:

∞P

ort

folio

of

evi

den

ce

∞Evi

den

ce u

plo

aded

to

SM

AR

T

Revi

ew

an

d u

pd

ate IL

P, a

nd

up

load

to

SM

AR

T

Revi

ew

an

y ac

tion

s se

t o

n S

MA

RT

Up

dat

e a

nd

verif

y 20

% o

ff-t

he-j

ob

tra

inin

g lo

g

Faci

litat

e t

eac

hin

g a

nd

lear

nin

g, r

ele

van

t to

Sch

em

e o

f W

ork

an

d IL

P

Pla

n r

ele

van

t as

sess

men

ts t

o b

e c

arrie

d o

ut

on

next

vis

it fo

r p

ort

folio

of

evi

den

ce

Dis

tan

ce t

rave

lled

qu

est

ion

nai

re (m

id-p

oin

t)

Dis

cuss

En

d-P

oin

t A

ssess

men

t p

roce

ss a

nd

ass

ign

teac

hin

g a

nd

lear

nin

g t

asks

to

en

sure

read

iness

Co

ach

ing

an

d m

en

torin

g f

or

En

d-P

oin

t A

ssess

men

t

Stu

dy

tow

ard

s B

CS

Co

din

g a

nd

Lo

gic

Exa

m:

∞C

om

ple

te p

ract

ice t

est

to

dete

rmin

e s

tart

po

int

∞Se

t p

roje

ct b

rief

to b

e c

om

ple

ted

Mo

nth

9 –

Sit

e V

isit

Form

al r

evi

ew

betw

een

ap

pre

ntic

e, e

mp

loye

r an

d T

alen

t C

oac

h o

n r

ead

iness

fo

r G

atew

ay

Revi

ew

an

d r

eco

rd p

rog

ress

ag

ain

st t

he a

pp

ren

ticesh

ip s

tan

dar

d (u

sin

g S

MA

RT

)

Revi

ew

an

d d

iscu

ss p

rog

ress

(usi

ng

SM

AR

T) i

n t

he f

ollo

win

g a

reas

:

∞P

ort

folio

of

evi

den

ce

∞Evi

den

ce u

plo

aded

to

SM

AR

T

Revi

ew

an

d u

pd

ate IL

P, a

nd

up

load

to

SM

AR

T

Revi

ew

an

y ac

tion

s se

t o

n S

MA

RT

Up

dat

e a

nd

verif

y 20

% o

ff-t

he-j

ob

tra

inin

g lo

g

Faci

litat

e t

eac

hin

g a

nd

lear

nin

g, r

ele

van

t to

Sch

em

e o

f W

ork

an

d IL

P

Pla

n r

ele

van

t as

sess

men

ts t

o b

e c

arrie

d o

ut

on

next

vis

it fo

r p

ort

folio

of

evi

den

ce

Dis

cuss

En

d-P

oin

t A

ssess

men

t p

roce

ss a

nd

ass

ign

teac

hin

g a

nd

lear

nin

g t

asks

to

en

sure

read

iness

Co

ach

ing

an

d m

en

torin

g f

or

En

d-P

oin

t A

ssess

men

t

Stu

dy

tow

ard

s B

CS

Co

din

g a

nd

Lo

gic

Exa

m:

∞C

om

ple

te p

ract

ice t

est

to

dete

rmin

e s

tart

po

int

∞Se

t p

roje

ct b

rief

to b

e c

om

ple

ted

Fun

ctio

nal

Ski

lls:

∞M

ath

em

atic

s an

d E

ng

lish

teac

hin

g a

nd

lear

nin

g

∞M

ath

em

atic

s an

d E

ng

lish

test

s

Fun

ctio

nal

Ski

lls:

∞M

ath

em

atic

s an

d E

ng

lish

teac

hin

g a

nd

lear

nin

g

∞M

ath

em

atic

s an

d E

ng

lish

resi

ts

∞C

om

ple

tion

2

56

% c

ou

rse c

om

ple

tion

63

% c

ou

rse c

om

ple

tion

2 A

s th

is is

a L

eve

l 3 a

pp

ren

ticesh

ip, a

pp

ren

tices

mu

st a

ch

ieve

Leve

l 2 E

ng

lish

an

d M

ath

em

atic

s b

efo

re t

hey

can

pas

s th

rou

gh

th

e g

atew

ay t

o E

nd

-Po

int

Ass

ess

men

t.

Pag

e 1

2

Mo

nth

10

– S

ite

Vis

it

Tale

nt

Co

ach

to

dis

cu

ss p

rog

ress

of

app

ren

tice w

ith li

ne m

anag

er

(co

mp

lete

w

itness

test

imo

nie

s w

here

rele

van

t) a

nd

up

load

evi

den

ce t

o S

MA

RT

Revi

ew

an

d r

eco

rd p

rog

ress

ag

ain

st t

he a

pp

ren

ticesh

ip s

tan

dar

d (u

sin

g S

MA

RT

)

Revi

ew

an

d d

iscu

ss p

rog

ress

(u

sin

g S

MA

RT

) in

th

e f

ollo

win

g a

reas

:

∞P

ort

folio

of

evi

den

ce

∞E

vid

en

ce u

plo

aded

to

SM

AR

T

Revi

ew

an

d u

pd

ate IL

P, a

nd

up

load

to

SM

AR

T

Revi

ew

an

y ac

tion

s se

t o

n S

MA

RT

Up

dat

e a

nd

veri

fy 2

0%

off

-th

e-j

ob

tra

inin

g lo

g

Facili

tate

teac

hin

g a

nd

lear

nin

g, r

ele

van

t to

Sch

em

e o

f W

ork

an

d IL

P

Pla

n r

ele

van

t as

sess

men

ts t

o b

e c

arri

ed

ou

t o

n n

ext

vis

it fo

r p

ort

folio

of

evi

den

ce

Dis

cu

ss E

nd

-Po

int

Ass

ess

men

t p

rocess

an

d a

ssig

n t

eac

hin

g a

nd

lear

nin

g t

asks

to

en

sure

read

iness

Co

ach

ing

an

d m

en

tori

ng

fo

r E

nd

-Po

int

Ass

ess

men

t

Ch

eck

pro

gre

ss o

n B

CS

Co

din

g a

nd

Lo

gic

co

urs

e:

∞R

evi

ew

pra

ctic

e t

est

s sc

ore

s –

80

%+

, lear

ner

read

y to

sit

exa

m

∞A

ssig

n w

ider

lear

nin

g w

ork

bo

ok

Mo

nth

11

– R

emo

te T

each

ing

an

d L

earn

ing

Rem

ote

ass

ess

men

t b

y p

ho

ne, w

eb

inar

, Sky

pe, e

tc

Revi

ew

an

d d

iscu

ss p

rog

ress

(u

sin

g S

MA

RT

) in

th

e f

ollo

win

g a

reas

:

∞P

ort

folio

of

evi

den

ce

∞E

vid

en

ce u

plo

aded

to

SM

AR

T

Revi

ew

an

d u

pd

ate IL

P, a

nd

up

load

to

SM

AR

T

Revi

ew

an

y ac

tion

s se

t o

n S

MA

RT

Up

dat

e a

nd

veri

fy 2

0%

off

-th

e-j

ob

tra

inin

g lo

g

Facili

tate

teac

hin

g a

nd

lear

nin

g, r

ele

van

t to

Sch

em

e o

f W

ork

an

d IL

P

Co

ach

ing

an

d m

en

tori

ng

fo

r E

nd

-Po

int

Ass

ess

men

t

Stu

dy

tow

ard

s B

CS

Bu

sin

ess

Pro

cess

es

Exa

m:

∞C

om

ple

te p

ractic

e t

est

to

dete

rmin

e s

tart

po

int

∞Se

t p

roje

ct

bri

ef

to b

e c

om

ple

ted

70%

co

urs

e c

om

ple

tion

76%

co

urs

e c

om

ple

tion

Pag

e 1

3

Mo

nth

12

– S

ite

Vis

it

Form

al r

evi

ew

betw

een

ap

pre

ntic

e, e

mp

loye

r an

d T

alen

t C

oac

h o

n r

ead

iness

fo

r G

atew

ay

Revi

ew

an

d r

eco

rd p

rog

ress

ag

ain

st t

he a

pp

ren

ticesh

ip s

tan

dar

d (u

sin

g S

MA

RT

)

Revi

ew

an

d d

iscu

ss p

rog

ress

(u

sin

g S

MA

RT

) in

th

e f

ollo

win

g a

reas

:

∞P

ort

folio

of

evi

den

ce

∞E

vid

en

ce u

plo

aded

to

SM

AR

T

Revi

ew

an

d u

pd

ate IL

P, a

nd

up

load

to

SM

AR

T

Revi

ew

an

y ac

tion

s se

t o

n S

MA

RT

Up

dat

e a

nd

veri

fy 2

0%

off

-th

e-j

ob

tra

inin

g lo

g

Facili

tate

teac

hin

g a

nd

lear

nin

g, r

ele

van

t to

Sch

em

e o

f W

ork

an

d IL

P

Pla

n r

ele

van

t as

sess

men

ts t

o b

e c

arri

ed

ou

t o

n n

ext

vis

it fo

r p

ort

folio

of

evi

den

ce

Dis

cu

ss E

nd

-Po

int

Ass

ess

men

t p

rocess

an

d a

ssig

n t

eac

hin

g a

nd

lear

nin

g t

asks

to

en

sure

read

iness

Co

ach

ing

an

d m

en

tori

ng

fo

r E

nd

-Po

int

Ass

ess

men

t

Pre

par

atio

n f

or

EP

A –

Em

plo

yer

Refe

ren

ces

to b

e g

ath

ere

d

Stu

dy

tow

ard

s B

CS

Bu

sin

ess

Pro

cess

es

Exa

m:

∞C

om

ple

te p

ractic

e t

est

to

dete

rmin

e s

tart

po

int

∞Se

t p

roje

ct

bri

ef

to b

e c

om

ple

ted

Mo

nth

13

– S

ite

Vis

it

Revi

ew

an

d u

pd

ate IL

P, a

nd

up

load

to

SM

AR

T

Revi

ew

an

y ac

tion

s se

t o

n S

MA

RT

Ch

eck

pro

gre

ss o

n B

CS

Bu

sin

ess

Pro

cess

es

co

urs

e:

∞R

evi

ew

pra

ctic

e t

est

s sc

ore

s –

80

%+

, lear

ner

read

y to

sit

exa

m

∞A

ssig

n w

ider

lear

nin

g w

ork

bo

ok

Up

dat

e a

nd

veri

fy 2

0%

off

-th

e-j

ob

tra

inin

g lo

g

Facili

tate

teac

hin

g a

nd

lear

nin

g, s

pecifi

cal

ly f

ocu

sed

on

pre

par

atio

n f

or

En

d-

Po

int

Ass

ess

men

t

Revi

ew

an

d d

iscu

ss p

rog

ress

on

po

rtfo

lio o

f evi

den

ce

Ch

eck

read

iness

fo

r E

nd

-Po

int

Ass

ess

men

t –

is p

ort

folio

of

evi

den

ce u

p t

o

dat

e?

Dis

cu

ss E

nd

-Po

int

Ass

ess

men

t p

rocess

an

d a

ssig

n t

eac

hin

g a

nd

lear

nin

g t

asks

to

en

sure

read

iness

Pre

par

atio

n f

or

EP

A –

dis

cu

ss p

ote

ntia

l id

eas

fo

r su

bje

ct

of

wo

rk-b

ased

pro

ject

Co

ach

ing

an

d m

en

tori

ng

fo

r E

nd

-Po

int

Ass

ess

men

t

82

% c

ou

rse c

om

ple

tion

88

% c

ou

rse c

om

ple

tion

Pag

e 1

4

Mo

nth

14

– S

ite

Vis

it

Revi

ew

an

d u

pd

ate IL

P, a

nd

up

load

to

SM

AR

T

Revi

ew

an

y ac

tion

s se

t o

n S

MA

RT

Up

dat

e a

nd

verif

y 20

% o

ff-t

he-j

ob

tra

inin

g lo

g

Faci

litat

e t

eac

hin

g a

nd

lear

nin

g, s

peci

fical

ly f

ocu

sed

on

pre

par

atio

n f

or

En

d-

Po

int

Ass

ess

men

t

Ch

eck

read

iness

fo

r E

nd

-Po

int

Ass

ess

men

t – is

po

rtfo

lio o

f evi

den

ce u

p t

o d

ate?

Pre

par

atio

n f

or

EPA

– d

iscu

ss p

ote

ntia

l id

eas

fo

r su

bje

ct o

f w

ork

-bas

ed

pro

ject

Pre

par

atio

n f

or

EPA

– m

ock

pra

ctic

al IT

lab

Dis

cuss

En

d-P

oin

t A

ssess

men

t p

roce

ss a

nd

ass

ign

teac

hin

g a

nd

lear

nin

g t

asks

to

en

sure

read

iness

Co

ach

ing

an

d m

en

torin

g f

or

En

d-P

oin

t A

ssess

men

t

Mo

nth

15

– S

ite

Vis

it

Facili

tate

teac

hin

g a

nd

lear

nin

g, s

pecifi

cal

ly f

ocu

sed

on

pre

par

atio

n f

or

En

d-

Po

int

Ass

ess

men

t

Ch

eck

read

iness

fo

r E

nd

-Po

int

Ass

ess

men

t (r

evi

ew

an

d fi

nal

ise le

arn

er

po

rtfo

lio, a

nd

iden

tify

pie

ces

of

evi

den

ce t

o b

e u

sed

du

rin

g in

terv

iew

)

Pre

par

atio

n f

or

EP

A –

dis

cu

ss p

ote

ntia

l id

eas

fo

r su

bje

ct

of

wo

rk-b

ased

pro

ject

Pre

par

atio

n f

or

EP

A –

mo

ck

pro

fess

ion

al d

iscu

ssio

n/i

nte

rvie

w

Pre

par

atio

n f

or

En

d-P

oin

t A

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Standard Specification

Technical Competencies:

Topic Competency Requirements

Communication Works both independently and as part of a team and following the organisation’s standards; competently demonstrating an ability to communicate both in writing and orally at all levels, using a range of tools and demonstrating strong interpersonal skills and cultural awareness when dealing with colleagues, customers and clients during all tasks.

IT security Demonstrates the necessary skills and behaviours to securely operate across all platforms and areas of responsibilities in line with organisational guidance and legislation.

Remote infrastructure

Effectively operates a range of mobile devices and securely adds them to a network in accordance with organisational policies and procedures.

Data Effectively records, analyses and communicates data at the appropriate level using the organisation’s standard tools and processes and to all stakeholders within the responsibility of the position.

Problem solving Applies structured techniques to common and non-routine problems, testing methodologies and troubleshooting and analyses problems by selecting the digital appropriate tools and techniques in line with organisation guidance and to obtain the relevant logistical support as required.

Workflow management

Works flexibly and demonstrates the ability to work under pressure to progress allocated tasks in accordance with the organisation’s reporting and quality systems.

Health and safety

Interprets and follows IT legislation to securely and professionally work productively in the work environment.

Performance Optimises the performance of hardware, software and Network Systems and services in line with business requirements.

Can explain the correct processes associated with WEEE (the Waste Electrical and Electronic Equipment Directive).



Technical Knowledge and Understanding:

∞ Working knowledge of a range of cabling and connectivity, the various types of antennas and

wireless systems and IT test equipment

∞ Understands maintenance processes and applies them 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 the relevant networking skills necessary to maintain a secure network

∞ Understands the 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

∞ Understands the importance of disaster recovery and how a disaster recovery plan works and

their role within it

∞ Understands the similarities and differences between a range of coding and logic

∞ Understands and complies with business processes

∞ Working knowledge of business IT skills relevant to the organisation

Underpinning Skills, Attitudes and Behaviours:

∞ 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



End-Point Assessment Requirements

The End-Point Assessment will assess all requirements of the Infrastructure Technician standard,

including competencies, knowledge and behaviours.

This End-Point Assessment will take place in the final few months of the apprenticeship, using the

following four assessment methods:


The portfolio will provide evidence against the totality of the apprenticeship standard, based on the apprentice’s application of knowledge, competence and behaviours in the work environment.

The evidence should be based on real work projects or outputs. The evidence can be supplemented with the following:





2. Synoptic Project

This is a pre-defined business-related project, undertaken away from the day to day workplace (in a controlled environment). It will typically take three working days to complete.

The project will provide evidence against a selected set of knowledge, competencies and behaviours.


The employer will be asked to provide a reference, setting out their views of the quality of the apprentice’s work.

4. Interview

The interview is a structured discussion between the apprentice and the independent assessor, focusing on the summative portfolio and the synoptic project. This discussion will be used to gather further evidence and/or to explore in more detail the evidence that has been provided in the portfolio and the project.



How will we prepare the apprentice for their End-Point Assessment?


∞ Ongoing support from Talent Coach in

compiling portfolio of suitable evidence

throughout on-programme period,

ensuring that the portfolio is complete

and that it covers the totality of the

standard

∞ Clear mapping of evidence that needs to

be included in the portfolio

2. Synoptic Project

∞ Support in selecting the most appropriate

project, based on the apprentice’s

current role

∞ Provision of a suitable ‘controlled

environment’ in which to complete the

project


completing project

∞ Clear mapping of evidence that may be

covered during the project


∞ Template to be provided by the

assessment organisation

4. Interview

∞ Mock interview(s) with Talent Coach

during on-programme period


preparing evidence for the interview



1Summative Portfolio

In the summative portfolio, the apprentice will present evidence from real-work projects, illustrating

the application of all the knowledge, skills and behaviours set out in the standard. This is produced

towards the end of the apprenticeship, with evidence from projects that have been completed

towards the end of the programme.

The evidence contained in the portfolio will comprise a small number of complete and/or discrete

pieces of work which, together, cover the totality of the standard. It will showcase the apprentice’s

very best work, enabling them to demonstrate how they have applied their knowledge and

understanding in a real-work environment to achieve real-work objectives.

The completed portfolio will be assessed as part of the end-point assessment.

The evidence should be based on real work projects or outputs. The evidence can be supplemented

with the following:





The requirements of the standard that need to be evidenced in the portfolio are shown in the tables

below – the evidence must at least satisfy the minimum requirements (where shown).

The check boxes in the left-hand column of each table can be used to confirm readiness for

assessment by recording when the apprentice has compiled sufficient evidence in their portfolio to

demonstrate each criteria.



Summative Portfolio – Technical Knowledge & Understanding:

Knowledge Module 1: Networking and Architecture

The Knowledge Standards Minimum Requirements

Working knowledge of a range of cabling and connectivity, the various types of antennas and wireless systems and IT test equipment

∞ Understand and identify Ethernet, Coaxial, Fibre optic and

RJ 45 connector

∞ Understand and identify a range of Cat 1-6 cables

∞ Understand and identify Directional, Omni directional, point

to point, point to multi-point, mobile antennas

∞ Understand the types of wireless systems

∞ Understand the relevant test equipment associated with

each element of the above

Understands maintenance processes and applies them in working practices

∞ Understand the requirements for managing maintenance

work order records

∞ Understand how to respond to real time system down

times for maintenance order requests

∞ Understand how to undertake short notice tasking requests

∞ Understand how to record all maintenance tasking through

a job card system of control

∞ Understand maintenance tools

∞ Understand, configure and manage updates

∞ Understand how to manage local storage

∞ Understand how to monitor system performance

Understands and applies the basic elements and architecture of computer systems and business IT architecture

∞ Understand the basic architecture of “computer systems”

∞ Understand business IT architecture, taking into account

the full range of devices: OS, applications, databases,

servers, networking, security and services

Understands where to apply the relevant numerical skills e.g. Binary

∞ Understanding of Internet Protocol addresses and how

they work

∞ Understand how computers see IP addresses

∞ Understand and be able to use binary arithmetic and create

large numbers from groups of binary units or bits



Understands the relevant networking skills necessary to maintain a secure network

∞ Understanding of Platforms and Data Communications

∞ Understanding of the requirements to configure IP settings

∞ Understanding how to deploy and configure DNS service

∞ Understanding of how to create and configure virtual

networks

∞ Understanding how to configure/support networking

settings and connectivity

∞ Understanding how to configure/support and maintain

network security

∞ Understanding how to configure/support remote

management systems

∞ Understand why and how to install domain controllers

∞ Understand the need for creating and managing Active

Directory users and computers

∞ Understand how to create and manage Active Directory

groups and organisational units (OUs)

The following Vendor or Professional Certifications exempt apprentices from this knowledge module:

∞ CCNA 1*

∞ MTA Network Fundamentals

∞ Network +*

∞ A +

∞ CIW Network Technology Associate*

* or their direct replacements



Knowledge Module 2: Mobile and Operating Systems


Understands the similarities, differences and benefits of the current Operating Systems available

∞ Understanding of different platforms

∞ Understand the process for constructing PCs with applied

software utilised

∞ Understand and be able to apply knowledge to various

operating systems with installations required for end to end

testing

∞ Understand native applications and tools

∞ Understand security principles associated with different

platforms and operating systems

Understands how to operate remotely and how to deploy and securely integrate mobile devices

∞ Undertake a Data Network Deployed Exercise to

implement and deploy remote mobile communications

technology

∞ Understand Secure Communications Interfaces for mobile

connectivity

∞ Understand mobility

∞ Understand remote management and assistance

∞ Understand security in mobile devices

∞ Understanding of configuration to:

- Support remote access/connections

- Support mobility options

- Support security for mobile devices


∞ 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




Knowledge Module 3: Cloud Services


Understanding and working knowledge of Cloud and Cloud Services

∞ Understand how to create and configure virtual machines

∞ Understand hosted applications, such as: email, server,

storage, desktops

∞ Understand and explain provision tenants

∞ Understand how to configure secure passwords and

management of passwords

∞ Understand how to manage user and security groups and/

or cloud identities and their importance

∞ Understand how to configure DNS records for services

∞ Understand how to enable client connectivity to Cloud

Service

Understands the importance of disaster recovery and how a disaster recovery plan works and their role within it

∞ Understand backup and recovery methods

∞ Understand what a disaster recovery plan is and where it

can be found

∞ Understand their role within the disaster recovery plan

∞ Understand what should be in a recovery plan

∞ Understand how and when it should be practiced or tested

∞ Understand how to implement and configure system

recovery

∞ Understand how to configure file recovery


∞ 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*




Knowledge Module 4: Coding and Logic


Understands the similarities and differences between a range of coding and logic

∞ Understand working/scripting at command line: particularly

when supporting any server work

∞ Understand and recognise different coding and language

∞ Understand application lifecycle management

∞ Understand algorithms and data structures

∞ Understand web page development


∞ MTA Software Development Fundamentals

∞ App Development

Knowledge Module 5: Business Processes


Understands and complies with business processes

∞ Understanding of Security Operating Procedures

∞ Understanding of and ability to work confidentially

∞ Understanding of how to work within the Company

Operating Procedures

∞ Understanding and ability to comply with Data Protection

Working knowledge of business IT skills relevant to the organisation

∞ Understanding of company IT requirements

∞ Understanding of company IT systems and platforms

∞ Understanding of company IT business required skills

∞ Understand software lifecycles

∞ Understanding of desktop applications, messaging systems,

document management


∞ CIW Internet Business Associate

∞ ITIL Foundation Level



Summative Portfolio – Technical Competencies:

Competency Standard Minimum, expected, requirements for a pass

Communication

Works both independently and as part of a team and following the organisation’s standards; competently demonstrating an ability to communicate both in writing and orally at all levels, using a range of tools and demonstrating strong interpersonal skills and cultural awareness when dealing with colleagues, customers and clients during all tasks.

The apprentice should be able to use a minimum of three tools to communicate:

∞ Oral

∞ Face-to-face

∞ Remote

∞ Diagrammatic

The apprentice should be able to demonstrate and compile three different forms of written professional correspondence.

The apprentice must be able to explain three types of communication styles to ensure cultural awareness and appropriateness for customer is taken into account.

IT security

Demonstrates the necessary skills and behaviours to securely operate across all platforms and areas of responsibilities in line with organisational guidance and legislation.

The apprentice must demonstrate how they comply with organisational security processes and how they would recognise and escalate issues.

The apprentice must be able to locate and follow policies and legislation.

Remote infrastructure

Effectively operates a range of mobile devices and securely adds them to a network in accordance with organisational policies and procedures.

The apprentice must demonstrate how to securely connect a minimum of two different types of devices (e.g. laptop/mobile) to access the organisation’s network services (e.g. email, files, applications).

Data

Effectively records, analyses and communicates data at the appropriate level using the organisation’s standard tools and processes and to all stakeholders within the responsibility of the position.

The apprentice must be able to select and securely use three appropriate tools when working with and analysing data.

Problem solving

Applies structured techniques to common and non-routine problems, testing methodologies and troubleshooting and analyses problems by selecting the digital appropriate tools and techniques in line with organisation guidance and to obtain the relevant logistical support as required.

The apprentice must be able to select and use three appropriate tools for testing, troubleshooting and analysing problems.

The apprentice must be able to demonstrate compliance with organisational guidance.

The apprentice should demonstrate processes and practices for obtaining logistical support.



Workflow management

Works flexibly and demonstrates the ability to work under pressure to progress allocated tasks in accordance with the organisation’s reporting and quality systems.

The apprentice must be able to demonstrate the ability to prioritise workflow and manage allocated tasks.

The apprentice must be able to record tasks and comply with organisation’s quality processes.

Health and safety

Interprets and follows IT legislation to securely and professionally work productively in the work environment.

Understands and applies health and safety policies to every day work.

The apprentice must be able to demonstrate their interpretation and secure working practices in accordance with IT legislation.

The apprentice must demonstrate an understanding and apply health and safety policies to everyday work.

Performance

Optimises the performance of hardware, software and Network Systems and services in line with business requirements.

The apprentice must be able to demonstrate how to configure a minimum of three pieces of hardware and configure three different types of software in line with business requirements.

Understands and responds to the correct processes associated with WEEE (the Waste Electrical and Electronic Equipment Directive).

The apprentice must be able to explain how to comply when required with WEEE and the implications of data protection during disposal.



Summative Portfolio – Underpinning Skills, Attitudes & Behaviours:

Underpinning Skills, Attitudes & Behaviours

Minimum requirements

Attributes to be explored

Logical and creative thinking skills

Apprentices can demonstrate the ability to use both logical and creative thinking skills when undertaking work tasks, recognising and applying techniques from both.

Logical thinking:

∞ Recognises the conclusion to be

reached

∞ Proceeds by rational steps

∞ Evaluates information, judging its

relevance and value

∞ Supports conclusions, using reasoned

arguments and evidence

Creative thinking:

∞ Explores ideas and possibilities

∞ Makes connections between different

aspects

∞ Embraces ideas and approaches as

conditions or circumstances change

Analytical and problem solving skills

Apprentices can show that they recognise problems inherent in, or emerging during, work tasks, and can tackle them effectively.

Problem solving:

∞ Analyses situations

∞ Defines goals

∞ Contributes to the development of

solutions

∞ Prioritises actions

∞ Deals with unexpected occurrences



Ability to work independently and to take responsibility

Apprentices can demonstrate the full range of skills, knowledge and behaviours required to fulfil their job role

∞ Knows what skills, knowledge and

behaviours are needed to do the job

well

∞ Is aware of their own strengths

in the job role, and any areas for

improvement

∞ Appreciates who else is important, for

them to do their job and fulfil the role

effectively (e.g. colleagues, managers,

other stakeholders)

∞ Is aware of potential risks in the job

role (e.g. security, privacy, regulatory)

∞ Uses personal attributes effectively in

the role, e.g. entrepreneurship

∞ Understands how the job fits into the

organisation as a whole

Can use own initiative

∞ Demonstrates an ability to extend or

enhance their approach to work and

the quality of outcomes

A thorough and organised approach



Ability to work with a range of internal and external people

Apprentices can manage relationships with work colleagues, including those in more senior roles, customers/clients and other stakeholders, internal or external and as appropriate to their roles, so as to gain their confidence, keep them involved and maintain their support for the task/project in hand.

Apprentices can establish and maintain productive working relationships, and can use a range of different techniques for doing so.

Managing relationships:

∞ Understands the value and importance

of good relationships

∞ Acknowledges other people’s

accomplishments and strengths

∞ Understands how to deal with conflict

∞ Promotes teamwork by participating

Customer/client relationships:

∞ Understands their requirements,

including constraints and limiting

factors

∞ Sets reasonable expectations

∞ Understands how to communicate

with them in decisions and actions

∞ Interacts positively with them

∞ Provides a complete answer in

response to queries (‘transparency’,

‘full disclosure’)

Stakeholders:

∞ Understands who they are and what

their ‘stake’ is

∞ Prioritises stakeholders in terms of

their importance, power to affect the

task and interest in it

∞ Agrees objectives



Ability to communicate effectively in a variety of situations

Apprentices can communicate effectively with a range of people at work, one-to-one and in groups, in different situations and using a variety of methods.

Apprentices can demonstrate various methods of communication, with an understanding of the strengths, weaknesses and limitations of these, the factors that may disrupt it, and the importance of checking other people’s understanding.

Intention/purpose:

∞ Understands the purpose of

communicating in a particular situation

or circumstance (e.g. inform, instruct,

suggest, discuss, negotiate, etc)

∞ Checks that the person/people with

whom one is communicating also

understand the purpose

∞ Is sensitive to the dynamics of the

situation

∞ Is aware of anything that might

disrupt the effectiveness of the

communication (e.g. status, past

history)

Method:

∞ Understands the most appropriate

method for the situation

∞ Aware of the limitations of the chosen

method, and the possible risks of

miscommunication (e.g. ambiguity)

∞ Takes account of the affective

dimensions of the method (e.g. body

language, tone of voice, eye contact,

facial expression, etc)

Execution:

∞ Expresses self clearly and succinctly,

but not over-simplifying

∞ Checks that the other person/people

understand what is being expressed

∞ Takes account of the potential barriers

to understanding (e.g. filtering, selective

perception, information overload)

∞ Modifies the purpose and methods

of communication during a situation

in response to cues from the other

person/people

Maintain productive, professional and secure working environment 1



2Synoptic Project

The synoptic project presents evidence from a business-related project testing the application of a

selection of the knowledge, skills and behaviours defined in the standard. Each project will specify

which selection of knowledge, skills and behaviours it is designed to test. The project does not need to cover every competence, but must cover a broad breadth of the competence outcomes,

including the use of tools to problem solve and trouble shoot non-routine problems.

Assessment organisations will develop a bank of business-related projects. Each of these projects

will present a typical business task, appropriate for an SME, an IT business, a large corporate or a

non-IT business. All of the projects will be comparable in terms of content and complexity; it is the

context within which the skills and knowledge are demonstrated that will vary. Training providers and

employers will select the most appropriate project for each apprentice, based on their current job

role.

Each project will take, typically, three working days to complete. Apprentices will complete their

project off-the-job, so that they are away from the day to day pressures of work and in a ‘controlled environment’ (which may be on the employer’s premises or the training provider’s premises). The

requirements for the ‘controlled environment’ will include a quiet room, away from the normal place

of work, with a dedicated work-station, with access to all the required equipment and with someone

responsible for the controlled environment to ensure it is their own work and to respond to any

questions in a consistent way.

Each project will enable the following to be demonstrated:

∞ The application of knowledge and skills to meet the project outcomes

∞ The approach to planning and completion of the task

∞ The application of the relevant behaviours

Projects will require apprentices to document their assumptions and to highlight the consequences

of those assumptions – enabling them to show their understanding of commercial pressures, and the

application of their thinking and problem-solving skills.

An independent assessor will make a judgement on the quality of the project work, based on the

defined knowledge, skills and behaviours it is testing against the standard, the grading criteria and

the minimum requirements for each area (Note: Please refer to the previous section for a list of all

possible components that may be covered during the project and the minimum requirements that

must be satisfied). 2



3Employer Reference

The employer will provide a reference setting out their views about the quality of the apprentice’s

work.

The assessment organisation will provide guidance and a simple template seeking employers’

comments against the grading minimum standards, criteria and dimensions, as set out in the

Occupational Brief.

The employer will not be asked to grade or provide a rating in relation to the apprentice’s work.

3



4

4Interview

The interview is a structured discussion between the apprentice and their independent assessor,

focusing on the work that has been completed in the summative portfolio and the synoptic project. Reference to the employer reference may also be made during the interview, as appropriate.

The interview will take place following the completion and assessment of the project and the

portfolio.

During the interview, the independent assessor will look at both what the apprentice has done in

terms of the standard of their work, and also how they have done it. This enables the end-point

assessment to include the full range of technical knowledge and competencies as well as the

underpinning skills, attitudes and behaviours.

The purpose of the interview is to:

∞ Clarify any questions the independent assessor has following their assessment of the summative

portfolio and the synoptic project

∞ Explore any comments raised in the employer’s reference

∞ Confirm and validate judgements about the quality of work

∞ Explore aspects of the work, including how it was carried out, in more detail

∞ Provide further evidence for the independent assessor to make a holistic decision about the

grade to be awarded

The interview will cover:

∞ What the apprentice submitted in their portfolio

∞ What the apprentice produced in their project

∞ The standard of work, as evidenced in the portfolio and the project

∞ How the apprentice approached the work submitted in the portfolio and the project

The interview will be undertaken by the same independent assessor who has assessed the portfolio

and the project. During their assessment of the portfolio and the project, the independent assessor

may have noted particular areas of the work they would like to discuss with the apprentice during the

interview, either to confirm their judgement and/or collect further information about the work that

has been completed.

The final grading decision is made after the interview, based on a holistic assessment of the totality

of the evidence presented across all assessment methods.



5

5Grading

Grading takes place at the end of the apprenticeship, following completion of the end-point

assessment process. The output is a single grade for the entire apprenticeship – either pass, merit or

distinction.

The independent assessor will assess the apprentice’s project and portfolio in advance of the

interview, will review the employer reference and will note:

∞ Any initial assessment conclusions

∞ Questions to explore at interview to test these initial conclusions

The interview then enables the outputs from the project and the portfolio to be explored in more

detail, prior to the final grading decision being made.

There are three sets of criteria on which the assessment and grading is made. The three criteria are:

1. The What: what the apprentice has shown they can do

2. The How: the way in which the work has been done

3. The With Whom: the personal and interpersonal qualities the apprentice has brought to all their

work relationships

For each of the three criteria, there are two levels: the expected level (as defined in the minimum

requirements) and a level that is significantly above this. The minimum requirements for a pass and

the dimensions to be considered for a merit or a distinction are defined in the Occupational Brief.

For a pass, each of the three sets of criteria must demonstrate at least the expected (minimum requirement) level of quality.

For a merit, the What has to be significantly above the level of quality and one of either the How or the With Whom also has to be significantly above the level of quality expected.

For a distinction, each of the three sets of criteria must be significantly above the expected level of

quality.



Notes

Disclaimer

Every effort has been made to ensure that the information contained within this learning material is accurate and reflects current best practice. All information provided should be used as guidance only, and adapted to reflect local practices and individual working environment protocols.

All legislation is correct at the time of printing, but is liable to change (please ensure when referencing legislation that you are working from the most recent edition/amendment).

Neither Learning Curve Group (LCG); nor their authors, publishers or distributors accept any responsibility for any loss, damage or injury (whether direct, indirect, incidental or consequential) howsoever arising in connection with the use of the information in this learning material.

Copyright 2018

All rights reserved. All material contained within this manual, including (without limitation): text; logos; icons; and all other artwork is copyright material of Learning Curve Group (LCG), unless otherwise stated. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording or otherwise), without the prior permission of the copyright owners.

If you have any queries, feedback or need further information please contact:

Learning Curve Group 1-10 Dunelm Rise Durham Gate Spennymoor, DL16 6FS [email protected] www.learningcurvegroup.co.uk

LCG-APPS-IT-2018 Version 1.0

level 3 apprenticeship

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