Digital support technician
Level 3 · AdvancedDigital 1.3 yr typical
About this apprenticeship
What it involves
Digital support technicians provide first and second-line IT support to users, helping them with hardware, software, connectivity, and digital tool problems. You will learn to diagnose technical issues, follow support processes, and communicate clearly with non-technical people to resolve problems efficiently. It is an entry-level technology role with excellent progression into IT infrastructure, cybersecurity, or systems administration.
On the job
What you’ll learn
How to diagnose and resolve common hardware, software, and network issues
Setting up, configuring, and managing user devices and accounts
IT service management principles and using ticketing systems
Cybersecurity awareness: passwords, phishing, and safe online practices
Microsoft 365, cloud services, and common business software
Remote support tools and how to assist users at a distance
Customer service skills for technical support conversations
On the job
What you’ll do day to day
Respond to IT support tickets and prioritise them by urgency
Diagnose hardware and software faults and either fix or escalate them
Set up new user accounts, laptops, and mobile devices
Reset passwords and manage user access permissions
Walk users through solutions clearly over the phone, email, or in person
Keep records of faults, solutions, and recurring issues in the helpdesk system
Install software updates and carry out routine maintenance tasks
The deal
How this apprenticeship works
You earn a wage from day one. You are a paid employee, not a student. There are no tuition fees - the training is funded by your employer and the government.
About 20% is “off-the-job” training. Roughly a day a week is spent learning away from your normal duties - at a college, training provider, or online - working towards a recognised qualification.
It ends with an end-point assessment (EPA). Near the end, an independent assessor checks you can do the job to the national standard - through tests, a project, a portfolio or an interview. Pass it and you are fully qualified.
How to get there
What you need to start
Level 3 (Advanced) - roughly A-level level. Employers usually look for some GCSEs (often English & maths around grade 4/C) or a Level 2 apprenticeship first. English & maths can sometimes be finished during training.
What’s next: Can lead to a Level 4/5 (Higher) apprenticeship, or straight into the role.
Entry requirements are set by each employer and can vary - always check the specific vacancy.
Hear from employers
What it’s really like
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