To manage the process of repairs to digital devices and replace device parts from end to end.
The digital device technician occupation is found in the digital, retail and public sectors.
The broad purpose of the occupation is...
To manage the process of repairs to digital devices and replace device parts from end to end. This includes but is not limited to:
• receiving and booking in faulty devices
• accurately diagnosing and identifying faults, carrying out full software and technical repairs to consumer digital devices and providing updates on the repairs process, ensuring the repaired device is dispatched safely to the customer.
• managing and maintaining stock items. They will be responsible for accurately recording all work completed within internal systems such as customer relationship management systems or a customer database.
• dealing with customer enquiries and supporting customers face to face and through various digital communication channels including phone, Email, SMS or Live Chat.
• dealing with mobile device service centres, suppliers and handling warranty returns from service centres.
• high focus on sustainability, conduct research and usage of green production techniques, processes, and the use of recycled materials.
• safe disposal of component parts or devices where beyond economical repair.
• working in-line with organisational SLA’s and processes.
• provide documentation and or notes for works completed before escalating the job.
In their daily work, an employee in this occupation interacts with…
• customers
• colleagues
• Device Service Centres
• Digital Devices Manufacturers
• digital devices parts suppliers.
• logistics – products in and out
• outsourced agencies – example Capita
Digital device repair technicians could work in a variety of environments such as mobile phone retail stores, repair shops, large scale repair centres or field based. They could work on one or more battery powered digital devices, such as mobile phones, headsets, tablets, laptops, and or drones.
An employee in this occupation will be responsible for...
Managing the device software and hardware repair process from end to end, ensuring devices are safely dispatched to their customers in good condition. This could include receiving and booking in faulty devices and then diagnosing faults for routine and non-routine service requests, repairs and tests. These duties are not always supervised, and the employee can work independently; guidance and advice will be given if dealing with a particularly challenging situation such as difficult repairs or unhappy customers. The digital device repair technician will typically report to a digital device repair supervisor or a line manager, depending on the size of the organisation and structure.
Digital engineer
Digital support advisor
Digital technician
Hardware engineer
Mobile device repair technician
Mobile phone repair technician
Smartphone device repair technician
This is a summary of the key things that you – the apprentice and your employer need to know about your end-point assessment (EPA). You and your employer should read the EPA plan for the full details. It has information on assessment method requirements, roles and responsibilities, and re-sits and re-takes.
An EPA is an assessment at the end of your apprenticeship. It will assess you against the knowledge, skills, and behaviours (KSBs) in the occupational standard. Your training will cover the KSBs. The EPA is your opportunity to show an independent assessor how well you can carry out the occupation you have been trained for.
Your employer will choose an end-point assessment organisation (EPAO) to deliver the EPA. Your employer and training provider should tell you what to expect and how to prepare for your EPA.
The length of the training for this apprenticeship is typically 21 months. The EPA period is typically 3 months.
The overall grades available for this apprenticeship are:
The EPA gateway is when the EPAO checks and confirms that you have met any requirements required before you start the EPA. You will only enter the gateway when your employer says you are ready.
The gateway requirements for your EPA are:
Observation with questions
You will be observed by an independent assessor completing your work. It will last at least 2 hours. They will ask you at least 5 questions.
Professional discussion underpinned by a portfolio of evidence
You will have a professional discussion with an independent assessor. It will last 60 minutes. They will ask you at least 6 questions. The questions will be about certain aspects of your occupation. You need to compile a portfolio of evidence before the EPA gateway. You can use it to help answer the questions.
You should speak to your employer if you have a query that relates to your job.
You should speak to your training provider if you have any questions about your training or EPA before it starts.
You should receive detailed information and support from the EPAO before the EPA starts. You should speak to them if you have any questions about your EPA once it has started.Reasonable adjustments
If you have a disability, a physical or mental health condition or other special considerations, you may be able to have a reasonable adjustment that takes this into account. You should speak to your employer, training provider and EPAO and ask them what support you can get. The EPAO will decide if an adjustment is appropriate.
This apprenticeship aligns with RITTech — the registration for IT technicians for Associate Member
Please contact the professional body for more details.
| Version | Change detail | Earliest start date | Latest start date |
|---|---|---|---|
| 1.0 | Approved for delivery | 19/02/2024 | Not set |
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