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Unified Communications Trouble Shooter

Course Code: AP4

Level: 4
Subject area: Media, Games & Computing
Awarding body: Edexcel
Qualification: Apprenticeship
Course type: Full-time
Time of Day: Daytime
Duration: Two years
When you'll study: Various days and times

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About the course

The primary responsibility of a unified communications trouble shooter is to provide customers (internal or external) with a specialist technical service to set them up on unified communications systems and to resolve problems when they arise. This service can be delivered face-to-face, on the ‘phone or online. They are required to install equipment and software and handle incidents and requests for help, including providing fault diagnostic across a broad range of unified communications technologies in accordance with business service level agreements.

What you'll learn

On this Apprenticeship, you will learn to:

• configure and troubleshoot voice solutions including hardware and software failures
• install, configure and troubleshoot data solutions including switches and access points
• install, configure and troubleshoot network services solutions including line faults and internet speed problems
• configure and maintain a domain service including assigning services, deploying software and applying updates
• configure and maintain a network including selecting appropriate network components and applying networking fundamentals
• configure and maintain security principles covering software, access, encryption and auditing
• configure and maintain servers including storage, print services, group policy and updates
• configure and maintain client software, including managing user profiles and troubleshooting user issues
• understand server administration principles including storage, print services, group policy, availability, load balancing, failover clustering, back-up and disaster recovery
• understand the server and client architecture, features, deployment process and troubleshooting tools for client software and applications
• understand security principles including software, access such as VPN, encryption and auditing
• understand network fundamentals including network components and internet protocols
• understand network services solutions including cloud services, SIP (Session Initiation Protocol), internet connectivity, mobility, fixed lines and hosted solutions
• understand domain services including administration, user and service accounts and group policy
• understand voice solutions and can identify the components of such a solution, the features, the deployment process and troubleshooting tools and techniques
• understand data solutions (LAN/WAN/WLAN), the differences between the different technologies and how the components form part of a solution

Entry requirements

Acceptance on this Apprenticeship is via initial assessment. Individual employers will set the selection criteria, but this might include GCSEs, A-Levels, a level 2 Apprenticeship or other relevant qualifications, relevant experience and/or an aptitude test.


Assessment is continuous, both on and off the job.

What's next?

On successful completion, you may wish to continue your studies by moving onto a higher level Apprenticeship or course. You could also benefit from greatly enhanced job opportunities, whether with your current employer or elsewhere. This Apprenticeship is recognised for entry on to the Register of IT Technicians and those completing their Apprenticeships are eligible to apply for registration.

Important information

Fees quoted apply to courses starting in the academic year 2017/18 (August 2017 – July 2018). There may be a slight increase in fees for courses starting 2019/20.

Whether or not you've got a work placement lined up, you can apply for and start an Apprenticeship at any time. We'll work with you to make sure you're on the right career path and help match you with a suitable employer. Just complete and return an application form.