The SVQ Level 3 in IT and Telecoms Professionals (Digital Support & Networking) equips learners with the hands-on skills and theoretical knowledge required to operate effectively in the ever-evolving digital and telecommunications landscape. Aligned with the latest industry standards and workplace practices in the UK, this course blends technical learning with real-world support scenarios to prepare professionals for a variety of IT support roles.

The course begins with an overview of the UK IT and telecoms industry, introducing learners to common job roles, legal and ethical considerations, and the importance of service level agreements (SLAs) in delivering consistent support. This foundation helps learners understand the expectations and responsibilities that come with working in IT environments that rely on uptime, security, and user satisfaction.

Customer support and helpdesk operations form a central pillar of the course, with practical lessons in handling service requests, communicating with stakeholders, and resolving incidents using service desk software. Learners develop essential soft skills including empathy, active listening, and logical problem-solving—qualities that are vital for delivering user-focused IT support.

Networking fundamentals are thoroughly explored, covering core topics such as IP addressing, subnetting, network devices, and infrastructure design. Learners are introduced to routers, switches, firewalls, and wireless technologies, with hands-on tasks and troubleshooting exercises that simulate real-world networking challenges. These modules build strong foundational knowledge that supports further progression into network engineering roles.

The hardware and software installation module trains learners to install, configure, and maintain systems across Windows and Linux platforms. Lessons include deploying applications, replacing faulty hardware, and imaging workstations. Through practical exercises, learners gain the confidence to manage IT setups independently and troubleshoot common system issues.

Cybersecurity and data protection are key elements in today’s IT landscape. Learners study common cyber threats, security protocols, and UK GDPR requirements. Training includes configuring antivirus software, implementing user access controls, and conducting risk assessments, ensuring that learners understand how to maintain secure digital environments.

The course also introduces learners to cloud technologies, virtualisation, and modern workplace tools. Lessons on AWS, Azure, and Google Cloud provide a foundational understanding of cloud infrastructure, while practical experience with Microsoft 365, Google Workspace, and virtual machines prepares learners for hybrid and remote IT environments. The final project allows learners to demonstrate their skills by supporting a simulated cloud-based office environment.

By the end of the course, learners will have built a comprehensive portfolio of practical work and assessments, evidencing their ability to support digital operations, manage networks, and deliver IT services that meet professional standards. This qualification is ideal for anyone looking to take the next step in their IT career or formalise their technical skills with a work-based certification.