Digital Support Technician Apprenticeship Level 3
Digital Support Technician Apprenticeship Level 3 Overview
This apprenticeship typically takes 15 months to complete, during which your learner (or delegate) will participate in structured training, practical development activities, and regular progress reviews. The programme covers the professional behaviours, knowledge, and skills required of a competent Digital Support Technician.
Your learner will build hands-on expertise in:
Diagnosing and resolving hardware, software, and network issues
Installing, configuring, and maintaining digital systems and applications
Providing high-quality user support and clear guidance
Managing data security, backups, and regulatory compliance
Contributing to digital improvement projects within the organisation
Digital Support Technicians are essential in helping organisations make the most effective use of their digital tools and technologies. They provide frontline support to users, diagnose and resolve technical issues, configure and maintain systems (both cloud-based and on-premise), ensure secure data backups and compliance, and help teams adopt improved digital practices. This apprenticeship develops your learners (or delegates) with a strong combination of technical expertise and excellent customer service skills, enabling them to keep digital operations running smoothly and securely in any sector.
Details Of The Programme
- Introduction to Digital Support Roles and Fundamentals of Digital Systems
- Productivity Software and Digital Office Tools Mastery
- Effective User Support and Communication Skills
- Troubleshooting and Problem Resolution Techniques
- Installing, Configuring, and Maintaining Digital Systems
- Data Management, Backups, and Recovery Processes
- Cyber Security, Compliance, and Secure Working Practices
Continuous - Improvement and Digital Enhancement Projects
These workshops can be delivered flexibly (e.g., virtual/live sessions over the 15-month programme), with practical exercises, case studies, and workplace application to support off- the-job training requirements. They prepare learners effectively for the End-Point Assessment
Maths, English and Functional Skills within the Apprenticeship
All apprentices have the opportunity to develop their English and maths skills as part of their apprenticeship and will need to develop sufficient skills to demonstrate competence in their chosen apprenticeship standard. A 16-18-year-old must complete functional skills qualifications if they do not already hold any qualifications. An individual aged 19 or over who does not hold existing qualifications should, with their employer, decide whether to pursue functional skills; however, these are not mandatory for programme completion.
The End Point Assessment Process
Project Report with Presentation, Questions, and Answers
- The learner completes a work-based or scenario-based project (suggested titles provided by the EPAO).
- They produce a supporting report (maximum 1,500 words, with 10% tolerance).
- They prepare and deliver a presentation (with slides and any supporting materials) to the independent assessor.
- This is followed by questions and answers from the assessor (at least 8 questions). Timing: 4 weeks allowed to complete the project and submit the report;
the presentation + Q&A session lasts at least 45 minutes. - This component tests the learner’s ability to apply KSBs in solving a realistic digital support problem, such as troubleshooting, system configuration, user guidance, or improvement initiatives.
Professional Discussion (underpinned by the portfolio)
- A structured, two-way conversation between the learner and the
independent assessor (typically 60 minutes). - The assessor asks at least 12 questions focused on aspects of the occupation.
- The learner can refer to and illustrate responses using evidence from their portfolio (built throughout the apprenticeship to showcase real workplace application of KSBs).
- This assesses breadth of competence, including professional behaviours, stakeholder interactions, and reflective practice.
Grades for each method are Fail, Pass, or Distinction. The overall apprenticeship grade is:
Fail (if any method fails)
Pass
Merit
Distinction
All methods must be passed to achieve the apprenticeship and receive the nationally recognised Level 3 certificate. The EPA is delivered by an approved independent End-Point Assessment Organisation (EPAO), ensuring impartiality and alignment with industry standards.