Digital Support Technician

Level 3

Occupational Duties

Install, Configure & Test

Install, configure, and test appropriate network components or devices securely to well-defined specifications whether physical or virtual

Acquire & Analyse

Acquire and analyse network performance data to monitor network activity

Optimisation

Optimise and maintain the performance of network systems or services in line with well-defined specification whether physical or virtual

Problem Solving

Investigate and problem solve to address technical performance issues in networks to return the network to successful operation and escalate as necessary

Upgrades

Undertake upgrades to a network including physical or virtual systems

Written Requirements

Interpret written requirements and technical specifications in relation to delivery of network systems and services

Policies & Records

Maintain accurate logical records in line within organisational policy when carrying out network tasks

Self Scheduling

Use operational data to manage weekly work schedule in an efficient and cost effective way

Impact & Risk

Consider the impact and risks when implementing network changes in line with work activities and escalating as required by organisational policies

Communication

Communicate technical network requirements effectively and professionally with a range of stakeholders ensuring stakeholder relationships are maintained

Self Learning

Practice continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development

Digital Context

Incorporate considerations of the requirements of the wider digital context in which they operate to ensure that network engineering activities are carried out effectively

Standards, Policies & Security

Ensure all network engineering activity complies with organisational policies, technical standards, Health and Safety legislation, data security requirements, professional ethics, privacy and confidentiality

High Quality Service

Deliver and manage a high quality service under pressure

Deliver efficient operation and control of IT infrastructure

Information Communications Technicians make their contribution through the application of infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.  

Apprentice learners on this programme provide support to internal and/or external customers, by using tools or systems to problem solve and trouble-shoot routine and non-routine problems. This occupation supports clients/customers with their systems. They achieve this through monitoring and maintaining the systems and/or platforms to maximise productivity and user experience.

Occupational Duties

Technical Support

Provide technical support to customers both internal and external through a range of communication channels.

Troubleshooting

Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools.

Technical Specifications

Interpret technical specifications relevant to the ICT task.

Security

Apply the appropriate security policies to ICT tasks in line with organisational requirements.

Processes

Undertake the relevant processes with the relevant tools and technologies to resolve ICT technical issues.

Communication

Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations.

Testing

Apply appropriate testing methodologies to hardware or software or cabling assets.

Professional Development

Practice guided continuous self learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development.

Issue Management

Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues.

Occupational Duties

Marketing Planning

Contribute to the marketing plan, delivery or evaluation of strategic marketing activity

Customer Data

Use a CRM to maintain accurate customer data

Emerging Trends and Technology

Identify and use relevant/emerging trends, solutions and technologies

Monitoring

Contribute to the monitoring of marketing expenditure and activities

Research Methods

Use appropriate primary and/or secondary research methods

Research Data

Use research data to inform marketing decisions

Content Creation

Source, create and edit content

Marketing Materials and Assets

Support / manage cataloguing of offline and digital marketing materials and assets

Content Management

Publish, monitor and respond to content

Marketing Activities

Support the administration of marketing activities

Campaign Monitoring

Monitor, optimise, analyse and evaluate marketing campaigns and channels

Source, format and present data securely in a relevant way for analysis using basic methods; to communicate outcomes appropriate to the audience; analyse structured and unstructured data to support business outcomes; blend data from multiple sources as directed and apply legal and ethical principles when manipulating data.

In their daily work, an employee in this occupation interacts with a wide range of stakeholders including colleagues, managers, customers and internal and external suppliers.

Occupational Duties

Source data from a collection of already identified trusted sources in a secure manner

Data is collected securely from trusted sources in line with current company requirements informed by relevant regulatory and legal standards and industry best practice

Collate and format data to facilitate processing and presentation for review and further advanced analysis by others

Data collated and formatted according to company procedures and recognised industry good practice

Present data for review and analysis by others, using required medium for example tables, charts and graphs

Data is presented in an appropriate format for review and analysis in line with company procedures and industry best practice

Blend data by combining data from various sources and formats to explore its relevance for the business needs

Data is blended ensuring that accuracy and consistency is maintained in line with current company requirements informed by relevant regulatory and legal standards and industry best practice

Store, manage and share data securely in a compliant manner

Data is stored, managed and shared in line with organisation, legal and regulatory requirements

Collaborate with people both internally and externally at all levels with a view to creating value from data

The employee is able to confidently engage with people internally and externally at all levels in a professional manner

Validate results of analysis using various techniques, e.g cross checking, to identify faults in data results and to ensure data quality

Results are validated in line with organisation and project data quality requirements

Practise continuous self learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development

Articulate the latest technology trends affecting data analysis and can communicate the impacts of latest trends

Analyse simple and complex structured and unstructured data to support business outcomes using basic statistical methods to analyse the data

Data is structured in a way that meets business outcomes

Communicate results verbally, through reports and technical documentation and tailoring the message for the audience

Results from data communicated in line with audience requirements

Occupational Duties

Provide technical support to customers

Maintain security of data by applying the appropriate policies and complying with legislation

Resolve digital issues

Undertake basic data analysis utilising appropriate digital technologies

Store, manage and share data securely in a compliant manner

Collaborate with stakeholders to manage expectations

Take responsibility for own continuous professional development

Manage time, prioritising digital support workflow to meet critical milestones

Document actions to ensure a clear audit trail and progression of issues

Occupational Duties

Interpretation

Take and interpret given software development requirements to estimate effort to deliver the work product to enable accurate costs to be established

Sequencing & Structuring

Break software development activities down into logical units of work to enable sequencing and ensure the best possible structuring of activities to deliver a high quality product right first time

Report & Audit

Report progress accurately throughout the development life-cycle stages to ensure adequate audit trails of key worksteps such that the organisation can demonstrate how the product has been created for quality and commercial purposes

Solutions

Identify and report any impediments to software development activities and propose practical solutions

Customer Requirements

Convert customer requirements into technical requirements, both functional and non-functional to ensure that customers’ expectations are accurately reflected in the software products developed

Best Practice & Quality Standards

Identify and select the most appropriate technical solution, taking into consideration coding best practice and appropriate quality standards

Communication

Communicate software development solutions to a range of internal or external stakeholders to ensure clear understanding of requirements and how they have been met or adjusted

Security Implications

Consider security implications of proposed design to ensure that security considerations are built in from inception and throughout the development process

Written Solutions

Write logical and maintainable software solutions to meet the design and organisational coding standards (Software Development Lifecycle -Implementation and Build phase)

Security Application

Apply security best practice to the software solution throughout the software development life-cycle

Project Documentation

Create and maintain appropriate project documentation to explain the development process and resources used

Recovery Techniques

Apply appropriate recovery techniques to ensure the software solution being developed is not lost (Software Development Lifecycle -Implementation and Build phase)

Change Control

Implement appropriate change control to ensure that software development changes may be tracked and quality risks managed

Implementation and Build

Undertake unit testing of solutions, with appropriate levels of test code coverage, to identify and, where necessary, resolve issues (Software Development Lifecycle -Implementation and Build phase)

Testing

Perform testing of the software solution to ensure a high quality output (Software Development Lifecycle -Test phase)

Deployment

Deliver a suitably documented deployable solution to the customer for their use (Software Development Lifecycle -Deploy phase)

Delivery Support

Support delivery of one or more software deployment phases, such as trials and final release, to ensure that software developer outcomes are deployed correctly

Customer Application Support

Provide support during software trials and after final release to ensure that customers understand and can correctly apply the product, and risks are mitigated

Customer Service

Respond appropriately to given Service Level Agreements (SLAs) to ensure that time and resources invested in software development activity are allocated appropriately to deliver good customer service

Bug Fixing

Apply suitable ‘bug fix’, appropriate to the severity and priority of the software development issue identified

Self Learning

Practice continuous self learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development

The broad purpose of the occupation is to ascertain how data can be used in order to answer questions and solve problems. Data analysis is a process of requirement-gathering, inspecting, cleansing, transforming and modelling data with the goal of discovering useful information, informing conclusions and supporting decision-making.

Data analysis has multiple facets and approaches, encompassing diverse techniques under a variety of names. In today’s world, data analysis plays a crucial role in making decisions more evidence-based and helping organisations operate more effectively.

Occupational Duties

Identify data sources to meet the organisation's requirement

Using evidence-based decision making to establish a rationale for inclusion and exclusion of various data sets and models

Liaise with the client and colleagues

From other areas of the organisation to establish reporting needs and deliver insightful and accurate information

Collect, compile and, if needed, cleanse data

Such as sales figures, Digital Twins etc. solving any problems that arise, to or from a range of internal and external systems

Produce performance dashboards and reports

In the Visualisation and Model Building Phase

Support the organisation by maintaining and developing reports for analysis

To aid with decisions, and adhering to organisational policy/legislation

Produce a range of standard and non standard statistical and data analysis reports

In the Model Building phase

Identify, analyse, and interpret trends or patterns in data sets

Draw conclusions and recommend an appropriate response

Offer guidance or interpretation to aid understanding of the data

Summarise and present the results of data analysis

To a range of stakeholders, making recommendations

Ensure data is appropriately stored and archived

In line with relevant legislation e.g. GDPR

Provide regular reports and analysis to different management or leadership teams

Ensuring data is used and represented ethically in line with relevant legislation (e.g. GDPR which incorporates Privacy by Design)

Practice continuous self learning to keep up to date with technological developments

To enhance relevant skills and take responsibility for own professional development

Occupational Duties

Identification

Identify cyber vulnerabilities in a system along with threats and hazards to a system, service or processes to ensure security is maintained, inform risk assessments and design of security features

Research

Research and investigate attack techniques and recommend ways to defend against them

Risk Assessments

Support cyber security risk assessments, cyber security audits and cyber security incident management

Cyber Security Designs

Develop security designs with design justification to meet the defined cyber security parameters

Technologies

Configure, deploy and use computer, digital network and cyber security technology

Coding

Develop program code or scripts for a computer or other digital technology for example an industrial control system

Reporting

Write reports, give verbal reports and presentations in the context of the cyber security role

Process Management

Manage cyber security operations processes in accordance with organisational policies and standards and business requirements

Cyber Wars

Participate in cyber war gaming and simulations (technical & non-technical) for example to better understand cyber-attack and defence, rehearse responses, test and evaluate cyber security techniques

Industry Developments

Keep up to date with industry trends and developments to enhance relevant skills and take responsibility for own professional development

Course Details:

Job Description

Maximising the effective use of digital office technologies, productivity software and digital communications in organisations.

Duration

The duration is typically up to 15 months, plus an End-Point Assessment.

Typical Job Roles

Applications and on-line service executive, Data administrator, Database administrator, Digital applications specialist, Digital champion, Digital service support, ICT support analyst, IT operations technician, Technical support professional.

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Apprenticeship Overview

Skills, Knowledge and Behaviours
Topics covered
Professional Development: Attitudes and Behaviours
Individualised Learning Plan
Typical Entry Requirements
Additional Digital Applications Technician Duties
Additional Digital Service Technician Duties
Duration
Apprenticeship Delivery Format
End-Point Assessment Methodologies

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