Digital Support Technician

Level 3 Apprenticeship Standard

THE ROLE

This is a Level 3 apprenticeship standard. The broad purpose of a Digital Support Technician is to maximise the effective use of digital office technologies, productivity software and digital communications. These will include collaborative technologies, and digital information systems. 



A Digital Support Technician will select one of the following two options.

A Digital Applications Technician (DAT) helps their organisation and its internal users to maximise the use of digital technologies. They help organisations adapt to and exploit changes in technology to meet objectives and maximise efficiency. They ensure effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems.

A Digital Service Technician (DST) supports external customers and clients through a wide variety of digital channels. A DST helps them access and receive services and provides coaching and support to them in their use of the digital systems. A DST will support external customers and clients to complete and submit data remotely. They will help them to diagnose and resolve problems with their access to and use of digital tools.


ABOUT THIS APPRENTICESHIP

  • Qualification Topics

    • Digital office automation technologies
    • Types of digital architecture and how their relate to organisation
    • Principles, processes and procedures for secure data handling
    • Compliance with legislation and regulations including confidentiality and integrity
    • Data fundamentals and concepts
    • Stakeholders understanding and solving digital problems
    • Principles of helpdesk system and customer service
    • Risk mitigation for data loss
    • Significance of digital presence
    • Principles and constrains of searching the internet
    • Time management and Developing own skills
    • Emerging digital technologies
    • DAT– Principles of productivity software applications
    • Stakeholder application, training and support
    • DST– Component of databases
    • Stakeholder system configurations, training and support
    • Security implication of updating and maintain stakeholders systems

  • Who Should Pursue This Apprenticeship

    An employee in this occupation will be responsible to interact with a wide variety of internal or external users of digital systems. They will communicate through digital channels, by phone and/or face to face.  They receive clear instructions and have their work reviewed at frequent milestones and determine when issues should be escalated to a higher level. Digital Support Technicians interact with and influence others, having working level contact with colleagues or customers. They may supervise others or make decisions which impact the work assigned to others or to other phases of projects. A Digital Support Technician plans, schedules and monitors their own work within limited deadlines and according to relevant law, standards and procedures. 


Duration

This Apprenticeship is typically completed in 15 months.

Delivery

Delivered online with remote support from Rewards Training throughout the apprenticeship.

Progression

This apprenticeship provides routes for career growth and progression to further sector specific training.