Digital Support Technician

Knowledge

• Digital office automation technologies
• The importance of backing up data securely
• The principles, processes and procedures for the secure handling of data in compliance with legislation
• The concepts and fundamentals of data
• The key principles and processes for diagnosing stakeholder’s digital problems
• Principles of a helpdesk system
• Significance of an organisation’s digital presence
• Current and emerging digital technologies
• Features and benefits of digital information systems

And More

Skills

• Use digital technologies to operate effectively as part of a team
• Use data accurately and securely to meet business requirements and in line with organisational procedures and legislation
• Apply information security principles
• Provide an appropriate and effective response to enquiries
• Operate digital information system
• Communicate effectively through a variety of different channels using terminology appropriate to the audience
• Use digital technologies to operate effectively as part of a team
• Monitor data to analyse systems use and provide insights to recommend use or applications developments

And More

Behaviours

• Work independently and take responsibility
• Use own initiative when implementing digital technologies and finding solutions
• Professional approach
• Self-motivated
• Takes a sustainable mindset towards digital support activities

• 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

• 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

Individual employers will set the selection criteria, but this is likely to include five GCSEs, (especially English and Mathematics) OR a relevant Level 2 Apprenticeship OR other relevant qualifications and experience. In all cases, there will be an aptitude test with a focus on IT skills.

The duration of our Level 3 digital support technician apprenticeships is typically 12+ months of a practical training period, followed by an End-Point Assessment Period of 3+ months.

On the Job Learning, aligned on a triangulated Individual Learning Plan

6 hours per week Off the Job Learning, away from workstation but some out of office training at TDM HQ or remotely

• English and Maths Qualifications at Level 2
• A summative ePortfolio evidencing all skills, knowledge and behaviours – acquired at work.
• 2 x end-point Knowledge Tests
• An end-point case study and interview