Level 3 Digital Support Technician Apprenticeship

Route 1 Application Support Technician 

Route 2 Hardware support Technician 

Requirements 

• Level 2 Maths and English, GCSEs C/4 or above
• a minimum of 30 hours working week, working with a suitably qualified/experienced mentor in your organisation
• 18 months on programme and 3-month window for end point assessment. Must be employed for 15 months
• support from a suitably qualified/experienced employment mentor who has capacity to hold monthly 1:1 review
• 'off the job' training must be provided, a minimum of 6 hours a week. A plan of OTJ training will be developed by the mentor in collaboration with the tutor during the induction period

What you'll do at work

• provide technical support to customers through a range of communication channels 
• manage their time, prioritising their digital support workflow to meet critical milestones
• apply relevant policies and legislation appropriate to their role, and follow appropriate escalation procedures 
• undertake basic data analysis utilising appropriate digital technologies 
• maintain security of data by applying the appropriate policies and complying with legislation
• support continuous improvement activity within the organisation
• resolve digital issues using the appropriate tools and technologies 
• collaborate with stakeholders to manage expectations, escalating as appropriate
• take responsibility for own continuous professional development (CPD) by keeping up to date with technological developments
• document actions to ensure a clear audit trail and progression of issues

Option 1 Digital Applications Technician Duties 

• take appropriate action when application problems are identified 
• support application users, advising on how to optimise productivity 
• provide application training to users as required 
• source information to support, advise or guide as appropriate to the audience

Option 2 Digital Service Technician Duties 

• determine the root cause of technical issues to identify the potential solutions
• take appropriate action when technical problems are identified 
• configure a range of digital devices or systems to meet user needs 
• communicate technical concepts or solutions using appropriate language for the audience

Assessment methods 

• distance learning & assignment completion 
• observations by tutor 
• witness testimonies completed by mentor
• professional discussions

End point assessment 

End point assessment will take place in the final 3 months, dependant on learner progress. End point assessment will consist of: 

• professional discussion underpinned by portfolio of evidence
• project: task driven assessment done under controlled conditions
• presentation and Q&A based on project report