Information Communications Technician (Microsoft)


Unified Communications Technician Overview

Unified Communications Technician apprentices establish and maintain communications systems under supervision. They are taught how to use a range of remote and physical tools and equipment to install basic communication hardware and software. Unified Communications Technician apprentices also deal with routine service requests from internal and external sources including fault rectification across a range of technologies, applying security principals in line with legal and organisational requirements.

To achieve their Unified Communications Technician apprenticeship, apprentices must:

  • Demonstrate competence against three knowledge modules.
  • Submit a portfolio of evidence showing how they have applied the knowledge from these modules to projects and activities in their workplace.
  • Complete their formal End Point Assessment, which comprises: a synoptic project to showcase knowledge and skills from across the apprenticeship; a review of their portfolio of evidence; and a final interview with an independent EPA assessor.

Successful Unified Communications Technician apprentices go on into roles such as a Telecommunication Technician, Unified Communications Technician and Telecommunications Operative.

Technical Competencies

Upon completion of their Unified Communications Technician apprenticeship, individuals will be able to:

  • analyse system problems by selecting the appropriate tools and techniques in line with organisation guidance
  • select the most appropriate solution to the fault, using the relevant logistical support where appropriate, or escalates to a higher-level where necessary
  • install and configure appropriate component and or systems appropriate to the organisation
  • select the appropriate diagnostic tools to monitor, test and reacts to network performance
  • undertake hardware or software upgrades appropriate to the organisation
  • interpret technical specifications for activities and maintains accurate records
  • respond effectively with customers and provides technical support to them in line with organisations process
  • document completed tasks in accordance with agreed organisational procedures
  • competently cable or connect equipment in line with technical requirements
  • install and work with a variety of digital communications mediums as appropriate to the organisation

Technical Knowledge and Understanding

Upon completion of their Unified Communications Technician apprenticeship, individuals will have knowledge of:

  • networks: data, protocols and how they relate to each other; the main routing protocols;
  • the main factors affecting network performance including typical faults, and approaches to error control
  • cloud services / solutions
  • routers and switches
  • IT test or diagnostic equipment
  • the different types of cabling and connectivity
  • security principles including software, access, encryption and regulation
  • the purpose of firewalls
  • VPN and Remote Access Security
  • data, including network architectures
  • back-up and storage solutions
  • service level agreements
  • the purpose of digital communication technologies

Underpinning Skills, Attitudes and Behaviours

  • Logical and creative thinking skills
  • Analytical and problem solving skills
  • Ability to work independently and as part of a team
  • Can use own initiative
  • A thorough and organised approach to work
  • Ability to work with a range of internal and external people
  • Ability to communicate effectively orally and in writing in a variety of situations and at all levels with colleagues and customers
  • Maintain productive, professional and secure working environment




This is a level 3 apprenticeship

Professional Recognition

This apprenticeship is recognised for entry onto the register of IT technicians confirming SFIA level 3 professional competence and those completing the apprenticeship are eligible to apply for registration.


The duration of this Firebrand apprenticeship is 16 months. Because this period involves both training and the final End Point Assessment (some of which must be carried out in the workplace), employers need to ensure the apprentice’s contract covers the full programme duration.

Registration to the Register of IT Technicians (RITTech)

Once apprentices have completed their apprenticeship they are officially recognised by the British Computer Society (BCS) for entry onto the Register of IT Technicians, confirming SFIA level 3 professional competence.


Unified Communications Technician curriculum

Firebrand’s apprenticeship programme covers all mandatory knowledge and skills outlined in the apprenticeship standard. Every Firebrand apprentice attends a suite of market-leading training programmes, to cover knowledge required from the apprenticeship standard. This training is then fleshed out through a package of selected online learning, which also allows apprentices to explore any topics of particular interest/importance to them in greater depth.

How are apprentices taught?

Apprentices receive a range of market-leading training as part of their qualification – typically between three and five courses per apprenticeship - giving them fundamental skills at speed.

We'll deliver all the knowledge apprentices need to learn for each knowledge module in the Standard through our Lecture | Lab | Review delivery. Apprentices then attend a Syllabus Review Session to cover the knowledge content covered in the apprenticeship standard.

Knowledge and Understanding

Module 1: Using Computers

  • Common Computing Devices
  • Using a Workstation
  • Using an OS
  • Managing an OS
  • Troubleshooting and Support

Module 2: Using Apps and Databases

  • Using Data Types and Units
  • Using Apps
  • Programming and App Development
  • Using Databases

Module 3: Using Computer Hardware

  • Using Device Interfaces
  • Using Peripheral Devices
  • Using Storage Devices
  • Using File Systems

Module 4: Using Networks

  • Networking Concepts
  • Connecting to a Network
  • Secure Web Browsing
  • Using Shared Storage
  • Using Mobile Devices

Module 5: Security Concepts

  • Security Concerns
  • Using Best Practices
  • Using Access Controls
  • Behavioral Security Concepts

Module 6: Infrastructure

  • Cloud Fundamentals
  • Waterfall vs. Agile
  • DevOps

Exam 98-365: Windows Server Administration Fundamentals

Course 40365A: Windows Server Administration Fundamentals

  • Module 1: Server Overview
  • Module 2: Managing Windows Server 2008 R2
  • Module 3: Managing Storage
  • Module 4: Monitoring and Troubleshooting Servers
  • Module 5: Essential Services
  • Module 6: File and Print Services
  • Module 7: Popular Windows Network Services and Applications

Exam 98-366 - Networking Fundamentals

Course 40032A: Networking and Security Fundamentals

  • Module 1: Understanding Local Area Networking
  • Module 2: Defining Networks with the OSI Model
  • Module 3: Understanding Wired and Wireless Networks
  • Module 4: Understanding Internet Protocol
  • Module 5: Implementing TCP/IP in the Command Line
  • Module 6: Working with Networking Services
  • Module 7: Understanding Wide Area Networks
  • Module 8: Defining Network Infrastructures and Network Security


Who can enroll on a Unified Communications Technician apprenticeship?

End Point Assessment

How are Unified Communications Technician apprentices assessed?

Progression Plan

How do Unified Communications Technician apprentices progress?

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