Digital Support Technician

Build in-house digital support capability to keep systems running, resolve issues quickly and support teams with the technology they rely on every day.

About

What's Involved

Content

Perfect For

Entry Criteria

Assessments

Output

How Much Is it?

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What is This Programme

Digital Support Technicians keep an organisation's day-to-day technology running smoothly by providing user support, resolving technical issues and maintaining secure, reliable systems.

Over approximately 15 months, learners develop the knowledge, skills and behaviours needed to support devices, software, networks and cloud platforms in a modern workplace.

The programme builds capability in troubleshooting, data security, application support, stakeholder communication, cyber hygiene and continuous improvement, with practical learning applied directly in the workplace.

By the end of the apprenticeship, learners are equipped to support users confidently, maintain digital systems effectively and contribute to stronger technical stability, security and operational efficiency across the organisation.

This Programme Aims To:

  • Diagnose and resolve common hardware and software issues
  • Support users with cloud platforms and business systems like M365
  • Manage user accounts, permissions and device setup
  • Apply cyber security best practices across devices and networks
  • Maintain documentation and log technical support requests
  • Identify opportunities to improve digital processes
  • Use AI tools responsibly to support troubleshooting and efficiency

What's Involved?

Workshops + Workplace Learning

Learners develop their capability through expert-led workshops and practical workplace learning. Each module is designed to help participants apply technical support, communication and security skills directly in their day-to-day role.

Portfolio of Evidence

Throughout the programme, learners build a portfolio showing how they have applied their knowledge, skills and behaviours in the workplace. Evidence may include ticket notes, system documentation, troubleshooting records, training materials, reflections and examples of business improvement.

Technical Support Practice

A core element of the programme is applying learning in live support environments. Learners diagnose issues, support end users, maintain systems, strengthen cyber hygiene and contribute to service improvements that benefit the wider organisation.

What You'll Learn?

Module 1

Communication & Stakeholder Engagement

Develop effective digital communication and manage stakeholder expectations.

Module 2

Data Management & Security

Understand data concepts, GDPR, security principles and helpdesk systems.

Module 3

Digital Technologies & Role

Build understanding of workplace technology, office automation and professional digital behaviours.

Module 4

Technical Support Fundamentals

Use structured support approaches to diagnose issues and reduce downtime.

Module 5

Technical Problem Solving

Enhance fault diagnosis, system maintenance and customer-focused issue resolution.

Module 6

Application Support

Support business applications, cloud platforms and digital change effectively.

Module 7

Coaching & Training

Train users effectively and support adoption of workplace technology.

Module 8

Customer Support

Deliver excellent service across support channels and improve user experience.

Module 9

Digital Security & Continuous Improvement

Strengthen security practice and identify opportunities to improve digital operations.

Module 10

Continuous Improvement & Presence

Drive productivity improvements and contribute positively to the organisation's digital presence.

Module 11

Consolidation & Development

Review KSBs, strengthen capability and prepare for gateway progression.

Module 12

EPA Preparation

Prepare project reports, presentations and final evidence for successful completion.

Who is it Perfect For?

Organisations Without In-House IT Support

Ideal for organisations that need internal day-to-day technical support capability.

Businesses Using External IT Providers

Great for organisations that rely on external providers but need on-site digital support.

Growing Organisations

Suitable for employers experiencing increasing technical issues as they grow.

Security-Conscious Teams

Useful for organisations wanting stronger cyber hygiene and system stability.

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Organisations Without In-House IT Support

Businesses Using External IT Providers

Growing Organisations

Security-Conscious Teams

What is The Entry Criteria?

Learners need to:

  • Be in a relevant role involving digital support, technical support or workplace technology
  • Have the opportunity to support users, systems, devices or digital services in the workplace
  • Be able to complete workplace-based evidence and practical support activities

Funding eligibility and prior qualifications may apply depending on the learner and employer circumstances.

Learners should be able to engage with written and spoken English at a level that allows them to complete the apprenticeship and End-Point Assessment successfully.

Entry Criteria

How is The Programme Assessed?

End Point Assessment (EPA) takes place at the end of the apprenticeship and assesses the learner against the knowledge, skills and behaviours within the occupational standard.

The brochure highlights preparation through project reports, presentations and gateway checklists, alongside practical evidence gathered throughout the programme.

Project report and presentation

Learners prepare project-based evidence and presentation materials that demonstrate how they have applied digital support knowledge and skills in the workplace.

Professional discussion supported by portfolio evidence

A structured discussion supported by workplace evidence such as support records, documentation, training activity and reflections to demonstrate competence and impact.

What Learners Get Out of It

Level 3 Digital Support Technician Apprenticeship

Learners complete a Level 3 apprenticeship focused on practical digital support capability in the workplace.

The programme develops skills in troubleshooting, user support, application support, cyber hygiene, communication and continuous improvement.

By the end of the programme, learners can keep systems running smoothly, resolve technical issues effectively and support colleagues with the technology they rely on every day.

Benefits

  • Builds practical capability to diagnose and resolve common hardware and software issues.
  • Develops confidence in supporting users with cloud platforms and business systems such as M365.
  • Strengthens cyber security awareness and day-to-day secure working practices.
  • Improves service quality through better communication, documentation and support processes.
  • Enables learners to identify workflow improvements and contribute to stronger digital operations.
  • Supports measurable business value through improved system reliability, user support and operational efficiency.
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How Much is it?

Programme Cost

Up to 100% Funded

Listed programme cost is £13,000, with funding support available up to 100% depending on employer and learner eligibility.

£13,000 per person

Duration

15 Months

Delivered through workshops and workplace learning, with practical application throughout the programme.

Funded apprenticeship route

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Sounds Good?

Whether you’re looking to boost your team’s skills or kickstart your own career, our apprenticeship programmes offer the support and expertise you need to succeed. Get in touch today to discuss how we can help you unlock potential and achieve your goals.

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