infrastructure_technician_technical_competency_standards

Digital Industries Apprenticeship: Standard Specific Guidance for Training Providers –
Infrastructure Technician
Table 2 – Infrastructure Technician – Technical Competency Standards
The competency standards have been defined to demonstrate that the knowledge learnt has been applied in real work tasks, activities and projects in a
business environment.
Competencies are assessed throughout the apprenticeship through a combination of the employer reference, the synoptic project and a summative portfolio
completed by apprentices from records of the work activities in which they have been involved.
The training provider should assist the employer to identify suitable work tasks, activities and projects within the scope of their normal business activities for
the apprentice to practice what they have learnt and to demonstrate the competencies below.
The BCS apprenticeship is mapped to an internationally recognised skills framework and to work activities in which an infrastructure technician apprentice
would be involved.
The following table sets out these competencies and the expected requirements against the work activities that might be demonstrated at and beyond the
minimum expectation. The format is explained below:
Competency Expected requirement Work activities demonstrating Work activities demonstrating competence
standard the minimum expected level of beyond the minimum expected
competence
This column contains This column shows the expected This column shows recognised This column shows recognised work activities
the competency as it requirements listed in the work activities that demonstrate that demonstrate that the apprentice exceeds
is listed in the occupational brief for a successful that the apprentice is meeting the the expected requirement.
apprenticeship outcome. expected requirement.
standard. These activities are additional to the expected
The apprentice should be able to activities and it is not required that an apprentice
demonstrate all of these activities. will demonstrate competence at this level in
every activity.
The infrastructure technician competency standard, requirements and activities demonstrating competence follow:
Information contained within this document has been republished under the terms of the Open Government Licence v3.0 © Crown copyright (2017)
Copyright © BCS 2017
Skills Framework for the Information Age © SFIA Foundation 2003, 2005, 2008, 2011, 2015
SFIAplus © The British Computer Society 2004, 2006, 2008, 2011, 2015
Standard Specific Guidance for Training Providers – Infrastructure Technician
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standard expected level of competence beyond the minimum expected
IT Security The apprentice must demonstrate Ensures that relevant technical Assists in providing advice on technical
Demonstrates the how they comply with infrastructure strategies, policies, infrastructure aspects of system development
necessary skills and organisational security processes standards and practices are applied and integration, including the operational and
behaviours to securely and how they would recognise and correctly. maintenance aspects of systems under
operate across all escalate issues. development, and proposed system recovery
platforms and areas of Installs or removes infrastructure procedures. Ensures that relevant technical
responsibility in line The apprentice must be able to hardware and/or software, using strategies, policies, standards and practices are
with organisational locate and follow policies and supplied installation instructions applied correctly.
guidance, legislation. legislation. and tools; follows agreed
standards, including those for Installs or removes infrastructure hardware
electrical work. Agrees the timing of and/or software, using supplied installation
the work with those affected, e.g. instructions and tools within established
users, operations management, procedures and quality systems, including,
including, where appropriate, hand- where appropriate, hand-over to client.
over to client. Organises the disposal of decommissioned
hardware in an environmentally secure manner.
Conducts tests of the infrastructure Follows agreed standards, including, where
hardware and/or software affected appropriate, those for electrical work.
using supplied test procedures and
diagnostic tools. Helps to resolve Ensures that network management systems and
problems and faults, and corrects appropriate performance analysis equipment
malfunctions, calling on help from and diagnostic tools are used to test the
more experienced colleagues if hardware and/or software affected, and quantify
required. Documents results in and qualify changes made.
accordance with agreed
procedures.
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Remote The apprentice must demonstrate Carries out simple assignments Carries out specific assignments related to the
Infrastructure how to securely connect a minimum related to the infrastructure infrastructure technical specialism, either alone
Effectively operates a of two different types of devices technical specialism, either alone or or as part of a team.
range of mobile (e.g. laptop/mobile) to access the as part of a team.
devices and securely organisation’s network services Assists in providing advice on technical
adds them to a (e.g. email, files, applications). Ensures that relevant technical infrastructure aspects of system development
network in accordance infrastructure strategies, policies, and integration, including the operational and
with organisation’s standards and practices are applied maintenance aspects of systems under
policies and correctly. development, and proposed system recovery
procedures. procedures. Ensures that relevant technical
Configures the hardware/software strategies, policies, standards and practices are
environment as required by the applied correctly.
system being integrated.
Identifies and documents system integration
Assists in the configuration of components which will be held in the
operating system software and configuration management system.
infrastructure equipment for the
systems testing of platform-specific Participates in the configuration of operating
versions of one or more products. system software and infrastructure equipment
for systems testing of platform-specific versions
Contributes to preparation of of one or more products with minimum
software implementation supervision.
procedures with fall-back
contingency plans. Installs, tests Reviews releases, upgrades and fixes available
and evaluates new versions of from system software suppliers and identifies
system software. those which merit action. Maintains awareness
of existing and emerging software and hardware
Carries out routine monitoring, solutions and develops upgrade plans.
logging and reporting tasks, taking
defined action on simple problems. Carries out required monitoring, logging and
Reports unforeseen or exceptional reporting tasks. Takes action on known errors
events to supervisor. Carries out and documented workarounds, logging such
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and observes all associated actions and advising supervisor or specialists

administrative and clerical when management or specialist attention is
procedures. required. Uses network management systems
tools to collect routine network load and model
performance statistics.
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Data The apprentice must be able to Carries out simple assignments Carries out specific assignments related to the
Effectively records, select and securely use three related to the infrastructure infrastructure technical specialism, either alone
analyses and appropriate tools when working with technical specialism, either alone or or as part of a team.
communicates data at and analysing data. as part of a team.
the appropriate level In the event of system software failure, collects
using the Collects performance data to critical information, adhering to agreed
organisation’s monitor system efficiency against procedures. Analyses all documentation,
standard tools and published service level agreements. storage dumps and logs relating to system
processes and to all Monitors both resource usage and software failures to identify the failing
stakeholders within failure rates of installed systems component. Isolates failures and recommends
the responsibility of and provides feedback to actions to circumvent problems and enable the
the position. management. restoration of services. Liaises with suppliers to
obtain corrective code, installing and testing the
Produces reports on infrastructure code to ensure a permanent resolution.
defect/problem reporting data (e.g.
data extracted from the Produces reports and registers on
configuration management defect/problem reporting data (e.g. data
system/known error database). extracted from the incident
Takes agreed actions relating to management/configuration management
infrastructure defect/problem. system/known error database). Takes agreed
actions relating to problem investigation and
resolution within the allotted timescales.
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Problem solving The apprentice must be able to Conducts tests of the infrastructure Ensures that network management systems
Applies structured select and use three appropriate hardware and/or software affected and appropriate performance analysis
techniques to common tools for testing, troubleshooting using supplied test procedures and equipment and diagnostic tools are used to
and non-routine and analysing problems. diagnostic tools. Helps to resolve test the hardware and/or software affected,
problems, testing problems and faults, and corrects and quantify and qualify changes made.
methodologies and The apprentice must be able to malfunctions, calling on help from
troubleshooting, and demonstrate compliance with more experienced colleagues if Provides specialist guidance and some
analyses problems by organisational guidance. required. Documents results in supervision to less experienced colleagues.
selecting the digital accordance with agreed Analyses work in progress, takes action to
appropriate tools and The apprentice should demonstrate procedures. ensure targets are met within safety and
techniques in line with processes and practices for quality procedures, including hand-over to
organisation guidance obtaining logistical support. Provides assistance to users in a client where appropriate.
and to obtain the professional manner following
relevant logistical agreed procedures for further help Tailors system software to ensure that the
support as required. or escalation of request. Maintains functionality of installed hardware is fully
accurate records of user requests, exploited. Prepares software implementation
contact details and outcome. procedures with fall-back contingency plans.
Provides feedback to users. Installs and tests new versions of system
software.
Investigates potential and actual
service problems and recommends Uses available monitoring tools, including
solutions. Analyses change and network management systems tools, to
system requests. Follows formal maintain awareness and control of the network
procedures to plan and test load and to model performance statistics.
proposed solutions. Identifies and rectifies a broad range of
operational exceptions and error conditions
Responds to simple calls and and deals sensibly and responsibly with
enquiries from users, specialists unexpected or extraordinary events or
and others and takes appropriate incidents. Where these actions necessitate
action within defined limits of modification, restriction or complete removal of
responsibility or area of specialism resources or services available, communicates
to deal with processing priorities. with users, specialists and others, using
Accepts escalations and initiates appropriate methods (e.g. single point of
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first-level support action, personally contact such as service desk), to inform and
resolving the majority of referred escalate if necessary. Creates reports and
problems. proposals for improvement.
Investigates, diagnoses and Responds to enquiries by users, specialists or

resolves low-impact network others and is able to deal effectively with a
problems within service level broad range of problems of moderate
agreement tolerances, referring to complexity, only escalating those which need
network users, other staff and specialist or management attention.
suppliers, as necessary.
Initiates speedy and permanent resolution to
Initiates action to resolve problems problems in infrastructure components by
in infrastructure components. coordinating the efforts of the resolution team
Documents such incidents and or teams. Documents such incidents and
problems within the configuration problems within the configuration management
management defect/problem defect/problem reporting system. Matches
reporting system. Matches unresolved incidents against existing
unresolved infrastructure incidents problems, known errors and other incidents.
against existing problems, known
errors and other incidents (including Initiates the implementation of agreed
parent incidents). infrastructure remedies, in close liaison with
the service desk, incident management,
Assists with the implementation of change management, configuration
agreed infrastructure remedies and management and asset management
preventative measures, in close functions.
liaison with the service desk,
incident management, change Initiates preventative measures, such as
management, configuration identifying and investigating suspect operating
management and asset system software and other infrastructure
management functions. components. Ensures that existing problems
and known errors in infrastructure components
Produces reports on infrastructure being brought into operation are understood
defect/problem reporting data (e.g. and managed in the same way as those
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data extracted from the arising from operational incidents. Supports

configuration management service level management in monitoring the
system/known error database). impact of infrastructure problems on agreed
Takes agreed actions relating to service levels, and initiates any appropriate
infrastructure defect/problem improvement actions.
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Workflow The apprentice must be able to Installs or removes infrastructure Installs or removes infrastructure hardware
management demonstrate the ability to prioritise hardware and/or software, using and/or software, using supplied installation
Works flexibly and workflow and manage allocated supplied installation instructions instructions and tools within established
demonstrates the tasks. and tools; follows agreed procedures and quality systems, including,
ability to work under standards, including those for where appropriate, hand-over to client.
pressure to progress The apprentice must be able to electrical work. Agrees the timing of Organises the disposal of decommissioned
allocated record tasks and comply with the work with those affected, e.g. hardware in an environmentally secure
tasks in accordance organisation’s quality processes. users, operations management, manner. Follows agreed standards, including,
with the organisation’s including, where appropriate, hand- where appropriate, those for electrical work.
reporting and quality over to client.
systems. Ensures that all tasks and procedures are
Accepts data, media, consumables carried out effectively and efficiently to agreed
and other items required for the levels of service or specific requirements of
processing of work and takes Service or Operational Level Agreements.
responsibility for the movement, Gathers and records service level information.
storage and dispatch of such items Produces statistics for use in measuring key
as required, and for other routine performance indicators (KPIs).
functions associated with data
management.
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Health and Safety The apprentice must be able to Assists in producing simple Performs simple infrastructure design work
Interprets and follows demonstrate their interpretation and infrastructure designs and while complying with known standards and
IT legislation to secure working practices in specifications, complying with good practices (e.g. IEEE standards). Takes
securely and accordance with IT legislation. known standards and good account of factors that can affect integration of
professionally work practices (e.g. IEEE standards). components (e.g. environmental, security,
productively in the The apprentice must demonstrate usability, interoperability etc.).
work environment. an understanding and apply health Provides guidance and assistance
Understands and & safety policies to everyday work. to less experienced colleagues in Helps to resolve problems (e.g. poor
applies health & safety the execution of routine tasks and performance) and faults (e.g. system failure)
policies to every day ensures that all safety, security, occurring in the operation of infrastructure
work. clerical and administrative hardware and software – especially those
procedures are completed requiring greater installation expertise.
correctly.
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Performance The apprentice must be able to Carries out required collection of Corrects infrastructure malfunctions, calling on
Optimises the demonstrate how to configure a information and records, including other experienced colleagues and external
performance of minimum of three pieces of using network management resources if required, and initiates action to
hardware, software hardware and configure three systems and appropriate ensure best use is made of available
and network systems different types of software in line performance analysis equipment to infrastructure assets.
and services in line with business requirements. monitor installation performance
with business against agreed service levels. Initiates action to maintain or improve
requirement. Takes action on known or installation/decommissioning procedures and
moderately complex infrastructure standards within area of authority, recognising
problems, escalating to superiors issues that need to be escalated.
and specialists only when their
action is required. Collects performance data to monitor system
efficiency against published service level
Contributes, as required, to the agreements. Monitors both resource usage
development of installation and failure rates of installed systems and
procedures and standards. provides feedback to management.
Gathers performance statistics from Ensures that all tasks and procedures are
the IT platforms to enable carried out effectively and efficiently to agreed
recommendations for the tuning of levels of service or specific requirements of
system software. Applies system service or operational level agreements.
software parameters to maximise Gathers and records service level information.
throughput and efficiency. Produces statistics for use in measuring key
performance indicators (KPIs).
Accepts data, media, consumables
and other items required for the Assists with the planning of infrastructure
processing of work and takes developments.
responsibility for the movement,
storage and dispatch of such items
as required, and for other routine
functions associated with data
management.
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Assists with the planning of

relatively simple infrastructure
developments.
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Environment The apprentice must be able to Ensures that relevant technical Assists in providing advice on technical
Understands and explain how to comply when infrastructure strategies, policies, infrastructure aspects of system development
responds to the required with WEEE and the standards and practices are applied and integration, including the operational and
correct processes implications of data protection correctly. maintenance aspects of systems under
associated with WEEE during disposal. development, and proposed system recovery
(the Waste Electrical Assists in producing simple procedures. Ensures that relevant technical
and Electronic infrastructure designs and strategies, policies, standards and practices
Equipment Directive). specifications, complying with are applied correctly.
known standards and good
practices (e.g. IEEE standards). Performs simple infrastructure design work
while complying with known standards and
Installs or removes infrastructure good practices (e.g. IEEE standards). Takes
hardware and/or software, using account of factors that can affect integration of
supplied installation instructions components (e.g. environmental, security,
and tools; follows agreed usability, interoperability etc.).
standards, including those for
electrical work. Agrees the timing of Installs or removes infrastructure hardware
the work with those affected, e.g. and/or software, using supplied installation
users, operations management, instructions and tools within established
including, where appropriate, hand- procedures and quality systems, including,
over to client. where appropriate, hand-over to client.
Organises the disposal of decommissioned
hardware in an environmentally secure
manner. Follows agreed standards, including,
where appropriate, those for electrical work.
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Digital Industries Apprenticeship: Standard Specific Guidance for Training Providers –

and observes all associated actions and advising supervisor or specialists

Investigates, diagnoses and Responds to enquiries by users, specialists or

data extracted from the arising from operational incidents. Supports

Assists with the planning of

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