Digital support technician / Skills England

Key information

Reference: OCC0120
Date updated: 03/11/2026
Level: 3
Route: Digital
Regulated occupation: No

Details of the occupational standard

T-Levels logo T Levels focus on vocational skills and can help students into skilled employment, higher study or apprenticeships. Each T Level includes an in-depth industry placement that lasts at least 45 days. Students get valuable experience in the workplace; employers get early sight of the new talent in their industry.

Occupation summary

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 change projects is increasing. Organisations of all types are increasingly supporting their service users through online and digital channels. Organisations are developing omni-channel approaches to meeting customer needs to deflect telephone and face-to-face contacts and so reduce costs.

A Digital Support Technician DST helps the organisation's stakeholders maximise the use of, and value they receive from, digital technologies, services or products. They will help the stakeholders to exploit the technology, by a variety of techniques including: providing coaching and instruction, recommending changes to products and systems. They will also provide support by diagnosing system and stakeholder issues, recommending solutions and or workarounds. They will utilise professional customer support techniques and communication to support the stakeholder through a variety of digital and or social channels. They will also utilise and improve support knowledge bases and agents, including artificial intelligence models.

A DST will use and maintain information systems such as Customer Relationship Management tools to manage service delivery, improve user experience and increase efficiency.

Due to the varied nature of the role and variety of organisations which employ DST for training and assessment purposes, interpretation can be applied. Tooling, testing, diagnostics, fault finding and applications could be either AI, automated and or traditional methods. Flexibility is designed to aid longevity, enabling the standard to evolve with technologies and adoption.

Typical job titles include:

Applications and on-line service executive Data administrator Database administrator Digital applications specialist Digital champion Digital coach Digital service advisor Digital service agent Digital service support Digital support professional Digital systems operator Digital transformation associate Ict support analyst It operations technician Operations technical specialist Service centre operator Technical support professional

Occupation duties

Duty	KSBs
Duty 1 Provide technical support to customers through a range of communication channels adapting language for the intended audience.	K1 K6 K8 K9 K12 K17 S1 S4 S11 S12 B1 B2
Duty 2 Manage their time, prioritising their digital support workflow to meet critical milestones.	K12 S2 S9 B1 B2
Duty 3 Apply organisational policies, legislation and escalation procedure to their role, and allocated tasks.	K4 S3 S4 S8 B1 B4
Duty 4 Maintain physical and personal security by applying policies and complying with legislation.	K3 K4 K8 K10 S3 B1
Duty 5 Undertake analysis to identify insights, make changes or recommend improvements.	K7 K13 K20 S9 B4
Duty 6 Support organisational continuous improvement activity.	S12 B2
Duty 7 Resolve digital issues using different tools and technologies.	K17 S4 S5 S11 B2
Duty 8 Collaborate with stakeholders to manage expectations.	K2 K15 K17 S1 S8 S11 S12 B3 B4
Duty 9 Take responsibility for own continuous professional development CPD by keeping up to date with technological developments.	K10 K11 K14 S7 B2
Duty 10 Document actions to ensure a clear audit trail and progression of issues.	K5 K13 K17 S5 S6
Duty 11 Determine the root cause of issues to identify the potential solutions and act when problems are identified.	K16 S10 B1 B3
Duty 12 Source and provide information and advice to help upskill users.	K16 K18 K19 K20 S11 S12 B2

KSBs

Knowledge

K1: Types of digital office automation to create, update, edit, manage and present data. Back to Duty

K2: Types of digital architecture and how it relates to their organisation, such as physical storage, cloud, operating systems and servers. Back to Duty

K3: The importance of securely backing up data, the technologies that support it and its relevance to business continuity. Back to Duty

K4: The principles, processes and procedures for the secure handling of data in compliance with legislation including Confidentially Integrity Availability CIA Triad and or People Process Product Back to Duty

K5: The concepts and fundamentals of data lifecycle: Creating, Processing, Analysing, Storing and Destruction Back to Duty

K6: The importance of data types and formats for example structured, unstructured, qualitative and quantitative. Back to Duty

K7: Techniques for diagnosing stakeholder’s digital problems for example problem solving life cycle. Back to Duty

K8: Functions and features of digital management system to maintain stakeholder information for example helpdesk, CRMs Back to Duty

K9: Approaches to communication and how to adapt to different audiences and situations. Back to Duty

K10: Constraints when searching for reliable and suitable information for example Currency- Relevance- Authority- Accuracy- Purpose Back to Duty

K11: Approaches to planning and organising own learning activities to develop digital skills CPD for example AI and sustainability Back to Duty

K12: Approaches to time management and prioritisation Back to Duty

K13: Approaches to improving digital services, tools, and systems as part of continuous improvement Back to Duty

K14: Current and emerging digital technologies including the impacts of digital technologies for climate change, sustainability and moving to net carbon zero Back to Duty

K15: Approaches to assessing the risk and impact of their actions on other stakeholders Back to Duty

K16: Digital tools and information systems that are used to create, manage, and present data and information, and how to support stakeholders in using these systems effectively. Back to Duty

K17: Working practices for supporting and or administering digital systems, including how to minimise disruption and communicate the impact of technical procedures. Back to Duty

K18: Organisational approaches to incorporating different digital systems across business functions and the implications for their stakeholders. Back to Duty

K19: Approaches to training and supporting stakeholders to make the best use of the organisation’s digital tools. Back to Duty

K20: Research techniques to gather information for example prompt engineering Back to Duty

Skills

S1: Use digital channels and technologies, to work collaboratively when sharing information, best practice and supporting stakeholders. Back to Duty

S2: Use data accurately and securely to meet business requirements and in line with organisational procedures and legislation. Back to Duty

S3: Apply confidentiality, integrity and availability principles to the handling, processing and storage of data and or information. Back to Duty

S4: Respond to enquiries, providing support and information utilising digital channels and in line with organisation process Back to Duty

S5: Operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases Back to Duty

S6: Adapt communication techniques for different audiences and or situations. Back to Duty

S7: Undertake CPD to develop digital skills and knowledge required in their role for example AI and sustainability. Back to Duty

S8: Risk assess the organisational impact of decisions that they take Back to Duty

S9: Use digital services, tools, and or systems as part of continuous improvement Back to Duty

S10: Apply techniques for diagnosing stakeholder’s digital problems and record outcomes Back to Duty

S11: Communicate with, and or advise end users in the use of digital systems or resources Back to Duty

S12: Support end-user systems physically or remotely. For example: software, hardware, operating systems or applications Back to Duty

Behaviours

B1: Work independently and take responsibility to maintain productive and professional working environment with secure working practices. Back to Duty

B2: Self-motivated and uses own initiative when implementing digital technologies and finding solutions to stakeholder’s problems. Back to Duty

B3: Professional approach to dealing with stakeholder’s problems. Back to Duty

B4: Considers the organisational impact of their actions and decisions on other stakeholders Back to Duty

T Level in digital Support and Security

Awarding organisation: NCFE

Qualification type: T Level Qualification level: 3 Qualification approved: 17/12/2020

T Level in digital Support and Security

Outline Content - Digital Support Services

There are no mandatory additional requirements

Visit NCFE for the current TQ information.

TQ Core

Your course starts by helping you get to grips with core knowledge of central to all digital industry roles, understanding data and digital systems, how software and business interact, security, testing, planning and legal issues.

TQ Occupational Specialism

Digital support

Overview

A T Level is split into three main sections:

technical qualification (TQ) is the main, classroom-based element. Students will learn about their chosen sectors through a curriculum designed by employers and developed by an awarding organisation (AO)
industry placement runs for a minimum of 315 hours (45 days) overall and will give students practical insights into their sector and an opportunity to embed the knowledge and skills learned in the classroom
English, maths and digital provision are also built into the classroom-based element of the T Level, meaning students will be given a solid foundation of transferable skills

Grading

The overall grade is subject to completion of all T Level requirements – not just the components of the technical qualification (TQ).

T Level grades combine students’ grades for the technical qualification core and occupational specialisms. For example: to be awarded a Distinction*, you must achieve an A* in the core and a Distinction in the occupational specialism(s).

As well as passing the relevant technical qualification, the following elements are required to achieve an overall T Level grade:

industry placement: This will be arranged and verified by the provider offering the T Level. For more guidance on next steps for provider visit GOV.UK
students are required to work towards improving attainment in maths and English if they have not already achieved grade 4 at GCSE or equivalent. Where students have attained, or attain during the course of the T Level, maths and or English qualifications at level 2, this will be referenced on any T Level certificates and/or statements of achievement

Students who do not pass all elements of their T Level will get a T Level statement of achievement which will show the elements they have completed.

Industry placements - how to get involved

Occupational specialism: Digital support

Qualification type: T Level

Qualification level: 3

Awarding organisation: NCFE

Approval date: 17/12/2020

Generation 1 awarding organisation: NCFE

Generation 2 awarding organisation: Pearson

Available from: 01/09/2021

Aligned occupational standards

Digital support technician OCC0120

Alternative occupational specialisms

Cyber Security
This pathway is aligned to:
Cyber security technician OCC0865
Digital infrastructure
This pathway is aligned to:
Information communications technician - Digital Communications Technician OCC0973A

Information communications technician - Network Technician OCC0973B

Information communications technician - Support Technician OCC0973C
Network cabling
This pathway is aligned to:
Network cable installer OCC0485

Technical education progression profile Find your nearest T Level provider

NCFE Level 3 Technical Occupational Entry in Digital Support (Diploma)

Awarding organisation: NCFE

Qualification type: TQ Qualification level: 3 Qualification approved: 07/03/2024

End-point assessment (EPA plan)

Rigorous robust and independent assessment undertaken by an apprentice at the end of training to test that the apprentice can perform in the occupation they have been trained in and can demonstrate the duties, and knowledge, skills and behaviours (KSBs) set out in the occupational standard

End-point assessment organisation (EPAO)

An organisation approved to deliver end-point assessment for a particular apprenticeship standard. EPAOs must be on the register of end-point assessment organisations

Holistic or synoptic

Assessment of an apprentice’s knowledge, skills and behaviours in an integrated way i.e. assessing several KSBs at the same time

Knowledge, skills and behaviours (KSB)

What is needed to competently undertake the duties required for an occupational standard

Valid

Referred to in relation to assessment methods; fit for purpose

Change request policy

Most changes to an apprenticeship are made as a result of a holistic review of it. We prioritise the need for such reviews based on a range of factors. These include:

the time since the apprenticeship was developed or last reviewed (taking account of its typical duration)
the existence of any known problems with it (e.g. lower than expected starts, low achievement rate, high withdrawal rate, any issues with the availability of training or end-point assessment provision)
whether the apprenticeship is currently subject to a dispensation
the relative significance of the apprenticeship based on how many users it has

The availability of an employer group to support a review and its potential impact on any related technical education product also inform the timing of a review.

Details of apprenticeships that are currently being revised or adjusted are available in our revisions and adjustments status report.

View occupation in map View apprenticeship standard

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Digital support technician

Key information

Details of the occupational standard

Occupation summary

Typical job titles include:

Occupation duties

KSBs

Knowledge

Skills

Behaviours

T Level in digital Support and Security

T Level in digital Support and Security

TQ Core

TQ Occupational Specialism

Overview

Grading

Aligned occupational standards

Alternative occupational specialisms

NCFE Level 3 Technical Occupational Entry in Digital Support (Diploma)

NCFE Level 3 Technical Occupational Entry in Digital Support (Diploma)

Linked occupational standards

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