Digital Support Technician (Digital Applications Technician)

Overview

Digital Support Technician (Digital Applications Technician) Overview

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.

Apprentices on the Digital Applications Technician pathway help 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.

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.

Typical job roles are Digital Coach, Digital Transformation Associate; ICT Support Analyst, Digital Champion, Database Administrator, Data Administrator, IT Operations Technician, Digital Applications Specialist and Digital Systems Operator.

Technical Skills

Upon completion of their Digital Support Technician apprenticeship, individuals will be able to:

Core

  • Digital technologies: uses a range of digital office technologies, including collaborative tools, appropriately for internal and external communications, including, for example, office suites, conferencing facilities and mass email tools; survey tools; social media tools for business; SMS; live chat and video chat; web conferencing to support the delivery of services and to share information with customers and colleagues
  • Data management: uses data systems effectively, appropriately and securely to meet business requirements and in line with organisational procedures and legislation
  • Digital security: applies information security principles to information transfer, deletion, storage, usage and communications – using mobile devices where appropriate
  • Digital services support: responds appropriately and effectively to internal or external enquiries; providing support and information using utilising digital channels where appropriate and responding according to organisation protocols
  • Digital Information Management Systems: operates a range of digital information systems and tools to maintain information and to support service delivery, whether Client Management Systems (CMS), Customer Relationship Management systems (CRM), Finance or human systems or other bespoke digital systems or databases. This includes searching, storing, integrating and organising data; data entry and maintenance; data modelling; relationship modelling and data analysis to identify trends and insights
  • Communication: communicates effectively in writing, verbally and face to face appropriately through different digital channels, including e-mail, telephone and collaborative technologies, including digital specialists and others, using technical terminology and non-technical terminology as appropriate, whether for internal or external communication
  • Digital learning: studies using digital resources to extend knowledge and skills in the use of new digital systems or features and other skills
  • Organisational policies and standards: operates in line with organisational polices, standards, legislation, professional ethics, privacy and confidentiality and knows where to source these and when and how to escalate any issues
  • Thinking skills: thinks logically and creatively to resolve digital problems
  • Business and decision-making skills: demonstrates an understanding of the organisational impact of decisions that they take
  • Continuous improvement: effectively uses complex management information systems to drive productivity and performance of self and department, whilst proactively looking for ways to develop digital systems and processes to drive efficiency
  • Teamwork: competently uses digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
  • Work environment: maintains a productive, professional and secure working environment

Digital Applications Technician

  • Digital technologies: applies sophisticated digital technologies effectively to achieve objectives
  • Information Systems: monitors and operates complex information systems
  • Digital Implementation: supports digital operations and/or digital change and transformation by championing and demonstrating best practices
  • Digital problem solving: identifies and resolves digital problems independently for self and colleagues to maintain productivity and improve quality of service
  • Digital skills support: coaches and guides less experienced colleagues to develop their digital skills and to use digital systems effectively
  • Productivity software: uses a range of digital applications appropriate to the role to create, update, edit, manage, analyse and present data and information
  • Working with colleagues: works with internal colleagues across the organisation – whether digital specialists or otherwise

Technical Knowledge and Understanding

Upon completion of their Digital Support Technician apprenticeship, individuals will understand:

Core

  • 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, including 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

Digital Applications Technician

  • 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

Behaviours

  • Works independently and takes responsibility maintains productive and professional working environment with secure working practices
  • Uses own initiative when implementing digital technologies and when finding solutions
  • Resilient and positive mental attitude when dealing with difficult situations
  • Maintains thorough and organised approach to work when working with digital technologies and prioritising as appropriate

Level

This is a level 3 apprenticeship

Duration

The duration of this Firebrand apprenticeship is 16 months. Because this period involves both training and the final End Point Assessment (some of which must be carried out in the workplace), employers need to ensure the apprentice’s contract covers the full programme duration.

Curriculum

Digital Support Technician (Digital Applications Technician)

Firebrand’s apprenticeship programme covers all mandatory knowledge and skills outlined in the apprenticeship standard. Every Firebrand apprentice attends a suite of market-leading training programmes, to cover knowledge required from the apprenticeship standard. This training is then fleshed out through a package of selected online learning, which also allows apprentices to explore any topics of particular interest/importance to them in greater depth.

How are apprentices taught?

Apprentices receive a range of market-leading training as part of their qualification – typically between three and five courses per apprenticeship - giving them fundamental skills at speed.

Firebrand uses a combination of award-winning vendor course delivery combined with additional custom content. This apprenticeship-specific delivery ensures apprentices learn the additional syllabus outlined in the standard in addition to industry-recognised curriculum.

The information below outlines the training curriculum delivered for each Knowledge Module through Firebrand's residential classroom-based training and online learning modules.


Knowledge and Understanding

Module 1: Using Computers

  • Common Computing Devices
  • Using a Workstation
  • Using an OS
  • Managing an OS
  • Troubleshooting and Support

Module 2: Using Apps and Databases

  • Using Data Types and Units
  • Using Apps
  • Programming and App Development
  • Using Databases

Module 3: Using Computer Hardware

  • Using Device Interfaces
  • Using Peripheral Devices
  • Using Storage Devices
  • Using File Systems

Module 4: Using Networks

  • Networking Concepts
  • Connecting to a Network
  • Secure Web Browsing
  • Using Shared Storage
  • Using Mobile Devices

Module 5: Security Concepts

  • Security Concerns
  • Using Best Practices
  • Using Access Controls
  • Behavioral Security Concepts

Module 6: Infrastructure

  • Cloud Fundamentals
  • Waterfall vs. Agile
  • DevOps
  • Lesson 1 - Understanding Cloud Computing Concepts
  • Lesson 2 - Applying Cloud Business Principles
  • Lesson 3 - Advising a Cloud Design and Migration
  • Lesson 4 - Operating in the Cloud
  • Lesson 5 - Managing Cloud Governance

1.0 Understand how to communicate effectively though digital channels

  • Understands how best to communicate using the different digital communication channels and how to adapt appropriately to different audiences
  • Understands how best to communicate to different users though digital channels and how to adapt appropriate to different audiences
  • Understands 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
  • Understands sales and customer service support processes, and their role within it including in relation to digital impact and possible damage to brand reputation

2.0 Understand the main digital technologies used by organisations

  • Understands the most common productivity software applications used to create, update, edit, manage, analyse and present data and information and best working practices
  • Understands 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
  • Understands how organisations incorporate digital technologies into key business functions, such as finance, sales and marketing, operations and HR and the implications for their role
  • Understands 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
  • Understands the need for continuous improvement with the application and use of digital technologies and how this benefits the organisation

3.0 Understand how to support the digital operations

  • Understands how to train and support internal colleagues to make the best use of the organisation’s technology-based productivity tools.
  • Understands 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
  • Understands how the organisation’s legal and ethical position fits with organisational needs and customer expectations
  • Understands the processes and principles of content management systems to identify and resolve uses’ digital problems
  • Understands 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

4.0 Understand own development needs

  • Understands how to plan and organise own learning activities to maintain and develop digital skills
  • Understands the limitations and extent of the internet to be able to connect to, research, locate and access information securely

Our EPA Test Prep course is designed to provide apprentices with practical exam strategies and guidance on how to approach the Knowledge Tests in the Digital Support Technician End Point Assessment. Apprentices develop their understanding of the key topics they will be assessed on and are given practical exam tips and advice.

Learning objectives:

Apprentices will become familiar with the knowledge test requirements, potential knowledge statements and exam approach for the three Knowledge Units:

  • Unit 1 (KU1) Core Knowledge:  Security and Legislation
  • Unit 2 (KU2) Digital Applications Knowledge (option 1)
  • Unit 3 (KU3) Digital Service Knowledge (option 2)

Prerequisites

Who can enrol on a Digital Support Technician (Digital Applications Technician) apprenticeship?

Apprentices don’t need lots of experience to enrol on a digital apprenticeship with Firebrand. Our digital apprenticeship programmes give individuals all the skills needed to be a digital expert in their new role.

We've provided answers to common questions from both employers and apprentices to help establish whether an individual is eligible to enrol on a programme:

End Point Assessment

How are Digital Support Technician (Digital Applications Technician) apprentices assessed?

Progression Plan

How do Digital Support Technician (Digital Applications Technician) apprentices progress?

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