Concero UK Limited

Digital Champion (IT Digital Support Technician Apprentice) - Advanced (Level 3)

Concero UK Limited (Employer)

Primary Goal Limited (Training Provider)

Annual wage £12,600.00
37.5 hours per week Monday to Friday. Shift pattern – 8am to 4pm and 8:30am to 4:30pm.
22 months (duration)
5 October 2021(start date)
Digital support technician (apprenticeship standard)
Digital (route)
30 September 2021 (application closing date)
Register interest

Job Description

Your role is field based. Your primary focus is to attend and enable school communities to feel comfortable and confident using education technology for teaching and learning by providing the technical know-how to deliver the best possible digital environments.


Duties to include:

  • Know and understand the SLA delivery targets, school development plan and digital transformation strategy for each contract and be proactive in ensuring that you meet the requirements within. It is your responsibility to do so.
  • Decisions and actions around purchases, installations, maintenance and repairs are to be taken in accordance with the customer SLA, development plan and digital transformation strategy along with any applicable reporting and quality systems to optimise the performance of network systems and services, hardware and software in line with customer requirements.
  • Keep up-to-date with external stakeholders and ensure that any key stakeholder changes and contact details are communicated back to relevant stakeholders within the Company.
  • Liaise with internal stakeholders on any important changes that are happening within your customers portfolio.
  • Be prepared to provide insight on your customer portfolio at any given time by keeping accurate and up-to-date records.
  • Monitor your customer portfolio and respond to incidents logged by the customer or on behalf of the customer.
  • Management of problems to resolution for any network or equipment failures, including and not restricted to: software, hardware and infrastructure problems as defined by the SLA. This will include computers, servers, peripherals and cloud-based applications.
  • Ensure that all systems, change request forms, service calls and queries used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes.
  • Act as point of contact regarding all technical issues with manufactures, suppliers, ISP and external support organisations
  • Be aware of changes that may impact customers and other teams ensuring that they are kept up to date whilst highlighting any alterations to working practices etc that may be required.
  • Proactively seek out changes that will add value for the customer and ensure the service is delivered in the most efficient and dynamic way.
  • Identify and raise issues, escalate or resolve where required and offer solutions to queries providing a customer interface (using all means for communication tools) to ensure the best possible customer experience.
  • Actively participate in team process improvement, process implementation and document requirements for new and existing services.
  • Apply current testing methodologies and troubleshooting
  • Analyse problems by selecting the appropriate digital tools and techniques and apply structured techniques to common and non-routine problems to demonstrate problem-solving capabilities and a justification of choice.
  • In addition to your technical work, we expect you to provide advice and coaching to our customers, to ensure that they feel confident and comfortable using the technology resources available. For this reason, you must keep up-to-date with the products and service available from the Company and be competent in the use of the education technology within the school.
  • Optimise the performance of network systems and services, hardware and software in line with business operations and customer requirements.

Future Prospects

This is a great opportunity for you to develop skills that will be perfect for a career in technology. 

Skills Required

  • Works independently and takes responsibility maintains productive and professional working environment with secure working practices
  • Has a passion for new and emerging technologies to improve learning
  • Uses their own initiative when implementing digital technologies and when finding solutions

Qualities Required

  • Is resilient and positive mental attitude when dealing with difficult situations
  • Maintains thorough and organised approach to work when working with digital technologies and prioritising as appropriate

Qualifications Required

We require someone who is educated to GCSE standard English and Maths grade 4 (or above), or Functional Skills Level 2 in English and Maths. 

Training Provided

  • Comprehensive pre-apprenticeship induction programme (including health and safety and technical specifics)
  • Level 3 Digital Application Technician apprenticeship standard with 15 half-day training sessions
  • e-learning training materials
  • Specialist vendor and technical certificates
  • Access to practice labs to develop technical competency
  • Knowledge Base
  • Monthly assessor visits and competency checks
  • Support desk (technical and pastoral)
  • Personal Learning and Thinking Skills and Key Skills development
  • Employment Rights and Responsibilities module

Being part of the Primary Goal community will give apprentices access to a range of other apprentices (with varying levels of experience) who can share good practice and offer suggestions and support. Our apprentices love being able to help each other!

Apprentices will have access to specialist industry partners for technology on hand to provide advice and support, access to resources and themed training days.

The Primary Goal portal is an online dashboard that will provide apprentices with a knowledge base to access information and technical guidance, as well as links to the helpdesk to speak to technicians who can give real-time advice and support.

This is a great opportunity for you to develop skills that will be perfect for a career in technology. 

Register interest