Digital Support Technician: Level 3 Apprenticeship

Summary

Apprentices learn to diagnose technical issues, provide user support, manage system updates, and ensure optimal application performance. The role involves working with the Customer Success and Technology teams, using problem-solving skills, and gaining experience with various software tools and our own SaaS products.

Wage: £15,704 to £25,396.80 a year
Minimum wage rates (opens in new tab)
Training course: Digital support technician (level 3)
Hours: You will usually work between 9.00am to 6.00pm, Monday to Friday.
40 hours a week
Possible start date: Thursday 1 May
Duration: 1 year 3 months
Positions available: 1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

Assist clients with platform-related issues, including campaign setup, automation, and integrations.
Troubleshoot user-reported bugs, escalating complex issues to senior support or development teams.
Provide first-line support via email, chat, or ticketing systems.
Log, track, and prioritise technical issues using an internal ticketing system.
Collaborate with product and engineering teams to ensure timely resolution of bugs and outages.
Create and update knowledge base articles, FAQs, and troubleshooting guides for clients.
Assist in onboarding new customers by guiding them through platform features and best practices.
Support data integrity efforts by helping customers with reporting, analytics, and GDPR compliance.
Ensure proper handling of API integrations and third-party software connections.
Work closely with marketing, product, and sales teams to ensure a seamless customer experience.
Provide insights from support interactions to improve product development and customer engagement.
Stay updated on SaaS trends, marketing automation, and customer engagement strategies.
Suggest process improvements to enhance efficiency and customer satisfaction.

Where you’ll work

GLOBAL HOUSE
ASHLEY AVENUE
EPSOM
SURREY
KT18 5AD

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

NORTH EAST SURREY COLLEGE OF TECHNOLOGY (NESCOT)

Your training course

Digital support technician (level 3)

Equal to A level

Course contents

use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
communicate effectively through a variety of different channels using terminology appropriate to the audience
use digital resources to extend own knowledge and skills relevant to their role
risk assess the organisational impact of decisions that they take
use digital systems to identify productivity and performance improvements
use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
maintain system security in line with organisational policies.
support digital operations or digital change and transformation activities.
investigate application problems and enable resolution to maintain productivity and improve quality of service.
coach and guide stakeholders to develop their applications skills to use digital systems effectively.
monitor data to analyse systems use and provide insights to recommend use or applications developments.
support customers in the use of information, products and services through digital channels.
diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
maintain end-user systems physically or remotely. For example: software, hardware or operating systems
provide and direct end-users to tools and resources to help them to resolve their digital problems.
use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
communicate effectively through a variety of different channels using terminology appropriate to the audience
use digital resources to extend own knowledge and skills relevant to their role
risk assess the organisational impact of decisions that they take
use digital systems to identify productivity and performance improvements
use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
maintain system security in line with organisational policies.

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Team working
Creative
Initiative
Non judgemental
Patience

About this company

Forfront, an innovative software house established in 1998 and based in Epsom, Surrey, specialises in delivering complex solutions to both public and private sector organisations. With decades of experience, we have built a reputation for excellence. Our flagship product, e-shot™, is a powerful communication and engagement platform trusted by Communication and engagement officers to effectively communicate important information, updates, and public services to citizens, stakeholders, and employees. It is used to increase public engagement, promote government initiatives, share policy changes, and provide essential services such as health, education, and local government updates, all in a timely and accessible manner. E-shot™ also helps foster transparency, trust, and community involvement. As a mature and stable product, e-shot™ serves thousands of users and continues to grow through constant innovation. With this growth comes a heightened need for a secure, reliable environment. We are seeking an experienced and skilled individual who is passionate about technology and eager to learn and innovate. Forfront is a proud member of the G-Cloud and DOS (Digital Outcomes and Specialists) frameworks, playing a key role in the UK government's digital transformation program.

After this apprenticeship

This apprenticeship is ideal for those looking to start a career in application support, with opportunities for progression into roles such as Application Support Analyst or Customer Success Executive.

Ask a question

The contact for this apprenticeship is:

FORFRONT LIMITED

Cara McDonald

hr@forfront.com

020 3320 8750

The reference code for this apprenticeship is VAC1000303609.

Apply now

Closes on Wednesday 30 April 2025

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