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
| Duty | KSBs |
|---|---|
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Duty 1 Gather and record information to enable the initial assessment of the repair or refurbishment. |
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Duty 2 Comply with data protection policies and legislation to minimise risk to customers’ data. |
K1 K4 K5 K9 K11 K14 K18 K33 K34 K35 |
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Duty 3 Communicate with stakeholders throughout the process, managing expectations whilst providing an excellent and inclusive service, advise when a digital device is beyond economical repair. |
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Duty 4 Ensure compliance with all current and relevant health and safety legislation. |
K2 K3 K4 K5 K6 K9 K11 K13 K33 K35 |
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Duty 5 Focus on sustainability, research and development of green production techniques, processes and the use of recycled materials whilst complying with environmental practices and policies for recycling or disposal routes. |
K3 K4 K5 K15 K28 K29 K30 K32 K35
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Duty 6 Maintain equipment and the workspace, and store tools in line with the settings standards and health and safety requirements. |
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Duty 7 Recognise and identify faults to digital devices using diagnostic tools. |
K4 K5 K6 K9 K12 K15 K16 K22 K25 K27 K35
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Duty 8 Plan and prepare digital device repair balancing customers and business needs. |
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Duty 9 Repair, refurbish or bring into use damaged or obsolete digital devices. |
K5 K6 K7 K8 K9 K10 K13 K22 K23 K24 K25 K27 K28 K29 K30 K35 |
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Duty 10 Install, configure, and update software and firmware on digital devices, including testing and calibration, according to manufacturers standard. |
K1 K3 K7 K12 K14 K15 K24 K25 K27 K35 S6 S8 S9 S11 S13 S15 S19 S20 S22
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Duty 11 Quality assure repair or refurbishment activities using diagnostic and test equipment. |
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Duty 12 Maintain an awareness of the lifecycle of digital devices and how technology can be kept alive for longer thus contributing to sustainability. |
K1: UK legislation and regulations concerning data protection and the importance of secure handling and destruction of consumer data and ethical data use including the associated risks.
Back to Duty
K2: Process maps or standard operating procedures.
Back to Duty
K3: Principles of effective communication with internal and external stakeholders including how service level expectations are set, escalation routes, and the importance of following these expectations.
Back to Duty
K4: Principles of the support process, including customer service, diagnosis, fault identification, software and or hardware replacement and quality control.
Back to Duty
K5: Approaches to multifunctional teamworking utilising digital tools and platforms.
Back to Duty
K6: Approaches to ensuring accessibility for all users and recognising the diversity of user needs when providing a service.
Back to Duty
K7: Current legislation impacts upon the occupation, including all relevant Health and Safety legislation, control of substances hazardous to health COSHH, and how it is put into practice in all areas of the workplace.
Back to Duty
K8: Risk assessments, procedures and protocols.
Back to Duty
K9: Process required when a battery is replaced.
Back to Duty
K10: Digital devices available in the marketplace.
Back to Duty
K11: Types of repair equipment, what they are used for and how they should be stored.
Back to Duty
K12: Prevention of Electro-Static Discharge ESD, what it is and how to manage ESD Protected Areas EPA.
Back to Duty
K13: Understand safe handling and maintenance practices and when stakeholders should be informed or educated.
Back to Duty
K14: Diagnosis process including the techniques for the use of diagnostic tools.
Back to Duty
K15: Categorisation of digital device faults and how to identify them.
Back to Duty
K16: Techniques for carrying out effective visual and physical inspections.
Back to Duty
K17: Sources of official diagnostic and repair guidelines for digital devices and how to follow them.
Back to Duty
K18: Waste disposal and recycling legislation and company processes, policies and procedures, including safe data disposal.
Back to Duty
K19: Typical repair timeframes and how to access this information.
Back to Duty
K20: Manufacturers documentation and standards.
Back to Duty
K21: The process and implications of replacing a main Printed Circuit Board PCB.
Back to Duty
K22: Principles of digital device repair and refurbishment including approaches to the replacement of faulty physical components of devices.
Back to Duty
K23: Best practice and fault finding, techniques and components parts when repairing or refurbishing a digital device.
Back to Duty
K24: The difference between operating systems, software and firmware and the implications of modifying these such as updating, downgrading or rooting.
Back to Duty
K25: Testing and calibration techniques, manual and systematic, such as water resistance testing and calibration of parts such as screens, speakers and cameras.
Back to Duty
K26: Quality assurance processes.
Back to Duty
K27: The stages within the digital device lifecycle and their role within it.
Back to Duty
K28: The impact of keeping technology alive for longer.
Back to Duty
K29: Process required for parts harvesting.
Back to Duty
K30: Principles of sustainability including green production techniques, processes and the use of recycled materials.
Back to Duty
K31: Time management techniques: Planning, prioritising, work scheduling, workflow management.
Back to Duty
K32: Principles and techniques of continuous improvement.
Back to Duty
K33: How the occupation fits into the wider digital landscape and any current regulatory requirements.
Back to Duty
K34: Data back up and the implications this has on the repair, including cloud verses local backup.
Back to Duty
K35: The process and implications of replacing common user-repairable components in devices.
Back to Duty
S1: Use communication methods such as written, verbal or electronic, using industry terminology.
Back to Duty
S2: Extract key information to undertake repair process.
Back to Duty
S3: Follow all guidelines in line with relevant data protection legislation, ensuring all safety precautions are taken with consumer data.
Back to Duty
S4: Manage customer expectations.
Back to Duty
S5: Comply with health and safety and environmental legislation, policies and procedures.
Back to Duty
S6: Comply with procedures for usage of equipment in accordance with usage guidelines.
Back to Duty
S7: Assess and interpret risk to inform safe working practices.
Back to Duty
S8: Analyse, evaluate and advise the client about options for keeping technology alive for longer.
Back to Duty
S9: Apply environmental and sustainability procedures in compliance with regulations and standards for example, segregate resources for reuse, recycling and disposal.
Back to Duty
S10: Research industry updates, select and implement for the device and provide updates to stakeholders affected by the change.
Back to Duty
S11: Install relevant software or firmware.
Back to Duty
S12: Use continuous improvement principles and techniques, to make recommendations and share good practice.
Back to Duty
S13: Comply with processes in place to reduce Electro-Static Discharge ESD.
Back to Duty
S14: Maintain own workstation.
Back to Duty
S15: Use diagnostic tools to interpret faults, including no fault devices.
Back to Duty
S16: Record required information with accuracy.
Back to Duty
S17: Interpret manufacturers official repair guidance to decide on the most effective or practical fix for specific devices and shares with stakeholders.
Back to Duty
S18: Identify physical indicators of fault causes.
Back to Duty
S19: Replace a main PCB Printed Circuit Board.
Back to Duty
S20: Plan and prioritise own workload using time management techniques.
Back to Duty
S21: Comply with repair and refurbishment quality assurance standards.
Back to Duty
S22: Repair a digital device by applying repair practices and techniques.
Back to Duty
S23: Replace common user-repairable components in devices.
Back to Duty
B1: Professional and customer service focussed - shows commitment to putting the customer first by delivering quality work.
Back to Duty
B2: Collaboration the ability to work with colleagues whilst contributing to a supportive and inclusive workplace, respectful of different views.
Back to Duty
B3: Safety mindset - ensures all work processes are carried out safely and report any concerns or risks.
Back to Duty
B4: Responsive and flexible - able to work at pace within deadlines and multitask
Back to Duty
B5: Seeks learning opportunities and continuous professional development.
Back to Duty
B6: Environmental awareness -Take personal responsibility for their own sustainable working practices.
Back to Duty
B7: Gathers stakeholders feedback to show the success of the repair.
Back to Duty
Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.
This standard aligns with the following professional recognition:
| Version | Change detail | Earliest start date | Latest start date |
|---|---|---|---|
| 1.0 | Approved for delivery | 19/02/2024 | Not set |
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