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IT Apprenticeships

Digital Support Technician Apprenticeship - Level 3

L3 - Endorsed by the Chartered Institute of IT (BCS)

Overview

The Level 3 qualifications for Digital Support Technicians have been developed for apprentices wishing to develop their careers in the field of digital technical support. The two pathways available are Digital Application Technician and Digital Service Technician. The digital application pathway focuses on working with internal customers to maximise productivity through effective use of digital technology. The digital support pathway focuses on helping external customers in the effective use and access of digital systems.


This occupation is found in organisations, large and small, in all sectors, and within public, private and voluntary organisations. Organisations of all types are increasing applying digital technologies across all their business functions to maximise productivity. The demand for people who can support and implement these digital operations and digital transformation projects is increasing. Similarly, organisations of all types are increasingly supporting their service users though online and digital channels, as they develop omni-channel approaches to meeting customer needs, deflect traditional telephone and face-to-face contacts and to reduce costs.

The broad purpose of a Digital Support Technician is to maximise the effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives. They will select one of the following two options:

A Digital Applications Technician

helps their organisation and its internal users to maximise the use of digital technologies and adapt to and exploit changes in technology to meet organisation objectives and maximise productivity ensure effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives

A Digital Service Technician

supports the external customers and clients of their organisation though a wide variety of digital channels, to help them access and receive services, to coach and support them in their use of the digital systems; to support them to complete and submit information remotely and to diagnose and resolve their problems in relation to their access to and use of the digital technologies
In their daily work, Digital Support Technicians interact with a wide variety of internal or external users of digital systems, through digital channels, by phone and/or face to face.

Level 2 English and Maths will need to be achieved, if not already, prior to taking the end point assessment. For those with an education, health and care plan or a legacy statement the apprenticeship's English and maths minimum requirement is Entry Level 3 and British Sign Language qualification is an alternative to English qualifications for whom this is their primary language

Professional Recognition:

Those completing the Digital Support Technician apprenticeship will be recognised for entry onto the BCS, the Chartered Institute for IT, Register of IT Technicians confirming SFIA level 3 professional competence. Those completing the apprenticeship can apply for registration.

Bonus Vendor Qualification

  • CompTIA IT Fundamentals+
  • CompTIA Cloud Essentials+
  • ITIL v4

The Digital Support Technician course requires the apprentice to:
Understand

  • the most common digital office technologies, including collaborative tools, that are used by organisations for internal and external communications and best working practices
  • modern digital infrastructure, incuding computer systems fundamentals including physical, virtual and cloud; physical systems including hardware peripherals; operating software and software devices; servers; the internet of things; networking fundamentals; virtualisation technologies and cloud
  • the importance of and the technologies for backing up data securely
  • how to apply the processes and procedures for the secure handling of data
  • the concepts and fundamentals of data, including searching, storing, integrating and organising data; how organisations use various types of data; the key features and functions of information systems; data formats and their importance for analysis; data entry and maintenance; visualisation and presentation of data; data modelling; relationship modelling and data analysis to identify trends and insights
  • the organisational importance of information security and its management including following policies and procedures and key legislative requirements
  • the major types of threats and risk that apply to any organisation with a working understanding of those that apply to their role and the associated best practice for their own secure working
  • operational aspects of risk including maintaining steady state/business as usual security principals for individuals and systems including personal data, access, identity management, encryption and passwords
  • the individual and company risks, responsibilities and requirements in relation to legislation, professional ethics, privacy and confidentiality and the implications for their role
  • the principles behind an organisation's digital presence and delivery and the techniques required to maintain this and how to represent and safeguard the brand and reputation in relation to the digital offer
  • how best to communicate using the different digital communication channels and how to adapt appropriately to different audiences
  • the limitations and extent of the internet to be able to connect to, research, locate and access information securely
  • how to plan and organise own learning activities to maintain and develop digital skills
  • the importance of effective time management and the need to prioritise effectively
  • the need for continuous improvement with the application and use of digital technologies and how this benefits the organisation
  • awareness of current, emerging and fringe digital technologies and the implications for work

Option 1 - Digital Applications Technician

This pathway requires the apprentice to:
Understand

  • the most common productivity software applications used to create, update, edit, manage, analyse and present data and information and best working practices
  • the main features and benefits of digital information systems and how these are used to maintain information and to support service delivery and best working practices
  • the basic working practices for productive use and maintenance of business hardware, software and networks
  • agile methodologies and work practices, Continuous Innovation with Continuous Development (CIDC)
  • how organisations incorporate digital technologies into key business functions, such as finance, sales and marketing, operations and HR and the implications for their role
  • how to assist with digital operations and digital change projects
  • how to train and support internal colleagues to make the best use of the organisation's technology-based productivity tools.
  • the features and key differences between different data storage systems including the Cloud and databases

Option 2 - Digital Service Technician

This pathway requires the apprentice to:
Understand

  • how to use databases, CRM packages, content management systems, office systems, web technologies; e mail and mass e mail tools, SMS, live chat, video chat and messaging platforms; survey tools; social media tools for business; and other collaborative tools, including web conferencing
  • the importance of and the key principles and features of processes for diagnosing users' digital problems
  • end-user systems; operating systems; application types and deployment methods; support processes such as password management, access control and connection to remote resources; version management, including patching; mobile device management including segregation of provide and business use; and software licenses and approved software
  • the processes and principles of content management systems to identify and resolve uses' digital problems
  • how best to communicate to different users though digital channels and how to adapt appropriate to different audiences
  • what is meant by a CRM system, how to use it for accessing and maintaining the customers' digital information and the contribution of CRM to an organisations performance and customer service
  • sales and customer service support processes, and their role within it including in relation to digital impact and possible damage to brand reputation
  • how the organisation's legal and ethical position fits with organisational needs and customer expectations
  • the key features and importance of escalation and reporting procedures when dealing with users' digital problems
  • how to coach and support a wide variety of external users to help them make the best use of digital technologies to access information, services or products and conduct transactions

Typical Job Roles?

For Digital Applications Technicians: Digital Coach, Digital Transformation Associate; ICT Support Analyst, Digital Champion, Database Administrator, Data Administrator, IT Operations Technician, Digital Applications Specialist and Digital Systems Operator.

For Digital Service Technicians: Service Centre Operator, Digital Service Advisor, Digital Service Support, Digital Service Agent; Applications and On-line Service Executive, Technical Support Professional, Digital Support Professional, and Operations Technical Specialist

How long does it take to complete?

The duration of this apprenticeship is typically 15 months

Typical Job Roles?

For Digital Applications Technicians: Digital Coach, Digital Transformation Associate; ICT Support Analyst, Digital Champion, Database Administrator, Data Administrator, IT Operations Technician, Digital Applications Specialist and Digital Systems Operator.

For Digital Service Technicians: Service Centre Operator, Digital Service Advisor, Digital Service Support, Digital Service Agent; Applications and On-line Service Executive, Technical Support Professional, Digital Support Professional, and Operations Technical Specialist

Is it certified?

Those completing the Digital Support Technician apprenticeship will be recognised for entry onto the BCS, the Chartered Institute for IT, Register of IT Technicians confirming SFIA level 3 professional competence. Those completing the apprenticeship can apply for registration.

Do I get any additional Vendor Qualifications?

In addition, apprentices will gain some valuable independent vendor qualifications such as:

  • CompTIA IT Fundamentals+
  • CompTIA Cloud Essentials+
  • ITIL v4

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