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:
When you pass the EPA, you will be awarded your apprenticeship certificate.
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.
The EPAO will confirm where and when each assessment method will take place.
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.
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.
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 |
|---|---|
|
Duty 1 Gather and record information to enable the initial assessment of the repair or refurbishment. |
|
|
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 |
|
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. |
|
|
Duty 4 Ensure compliance with all current and relevant health and safety legislation. |
K2 K3 K4 K5 K6 K9 K11 K13 K33 K35 |
|
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
|
|
Duty 6 Maintain equipment and the workspace, and store tools in line with the settings standards and health and safety requirements. |
|
|
Duty 7 Recognise and identify faults to digital devices using diagnostic tools. |
K4 K5 K6 K9 K12 K15 K16 K22 K25 K27 K35
|
|
Duty 8 Plan and prepare digital device repair balancing customers and business needs. |
|
|
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 |
|
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
|
|
Duty 11 Quality assure repair or refurbishment activities using diagnostic and test equipment. |
|
|
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:
V1.0
This document explains the requirements for end-point assessment (EPA) for the Digital device repair technician apprentices. End-point assessment organisations (EPAOs) must follow this when designing and delivering their EPA.
Digital device repair technician apprentices, their employers and training providers should read this document.
An approved EPAO must conduct the EPA for this apprenticeship. Employers must select an approved EPAO from the Education and Skills Funding Agency’s Register of end-point assessment organisations (RoEPAO).
A full-time apprentice typically spends 21 months on-programme (this means in training before the gateway) working towards competence as a digital device repair technician. All apprentices must spend at least 12 months on-programme. All apprentices must spend at least 20% of their on-programme time completing off-the-job training
This EPA has 2 EPA methods.
The grades available for each EPA method are:
EPA method 1 - Observation with questioning:
EPA method 2 - Professional discussion underpinned by portfolio:
The result from each EPA method is combined to decide the overall apprenticeship grade. The following grades are available for the apprenticeship:
Fail
Pass
Merit
Distinction
|
On-programme - typically 21 months
|
Training to develop the knowledge, skills and behaviours (KSBs) of the occupational standard. Training towards English and mathematics qualifications at Level 2, if required. (For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and mathematics minimum requirement is Entry Level 3. British Sign Language (BSL) qualifications are an alternative to English qualifications for those who have BSL as their primary language). |
|---|---|
|
End-point assessment gateway
|
Apprentices must have achieved English and mathematics at Level 2. An apprentice must submit all gateway evidence to the EPAO. The EPAO must review the evidence. When the EPAO confirms the gateway requirements have been met, the EPA period starts and typically takes 3 months to complete. The expectation is that the EPAO will do this as quickly as possible. For the professional discussion underpinned by portfolio, the apprentice will be required to submit supporting material: |
|
End-point assessment - typically 3 months
|
Grades available for each method Observation with questioning:
Professional discussion underpinned by portfolio:
Overall EPA and apprenticeship can be graded
|
|
Professional recognition
|
This apprenticeship standard aligns with RITTech — the registration for IT technicians at Associate Member. The experience gained and responsibility held by the apprentice on completion of the apprenticeship will either wholly or partially satisfy the requirements for registration at this level. |
|
Re-sits and re-takes
|
Re-sit grade cap: Pass Re-take timeframe: 2 months |
The EPA will be taken within the EPA period. The EPA period begins when the EPAO confirms the gateway requirements are met and is typically 3 months.
The expectation is that the EPAO will confirm the gateway requirements are met and the EPA is begun as quickly as possible.
The apprentice’s employer must be content that the apprentice is occupationally competent. That is, they are deemed to be working at or above the level set out in the apprenticeship standard and ready to undertake the EPA. The employer may take advice from the apprentice's training provider, but the employer must make the decision. The apprentice will then enter the gateway.
The apprentice must meet the gateway requirements before starting their EPA.
They must:
Portfolio of evidence requirements:
The apprentice must compile a portfolio of evidence during the on-programme period of the apprenticeship. It should only contain evidence related to the KSBs that will be assessed by the professional discussion. It will typically contain 8 discrete pieces of evidence. Evidence must be mapped against the KSBs. Evidence may be used to demonstrate more than one KSB; a qualitative as opposed to quantitative approach is suggested.
Evidence sources may include:
This is not a definitive list; other evidence sources can be included.
The portfolio of evidence should not include reflective accounts or any methods of self-assessment. Any employer contributions should focus on direct observation of performance, for example, witness statements, rather than opinions. The evidence provided should be valid and attributable to the apprentice; the portfolio of evidence should contain a statement from the employer and apprentice confirming this.
The EPAO should not assess the portfolio of evidence directly as it underpins the discussion. The independent assessor should review the portfolio of evidence to prepare questions for the discussion. They are not required to provide feedback after this review.
Gateway evidence must be submitted to the EPAO, along with any organisation specific policies and procedures requested by the EPAO.
The assessment methods can be delivered in any order.
The result of one assessment method does not need to be known before starting the next.
In the observation with questions, an independent assessor observes the apprentice in their workplace and asks questions. The apprentice completes their day-to-day duties under normal working conditions. Simulation is not allowed. It gives the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method.
The observation gives the apprentice the opportunity to demonstrate their knowledge, skills and behaviours in a real-life context, allowing the assessor to accurately assess their performance against the standard in a holistic way.
It takes place in the apprentice's normal place of work which enables familiarity and is cost-effective for the employer.
It allows for the assessment of skills and behaviours that relate to interaction with the customers.
The observation method is the most realistic form of assessment to judge an apprentices' skills and behaviours in a digital tech and or service role, doing this outside of a work environment would not give clear results and would have no assurance for the employer that the apprentice is being assessed on their ability to work efficiently in their establishment.
The observation with questioning must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method to the highest available grade.
An independent assessor must conduct and assess the observation with questioning.
The independent assessor must only observe one apprentice at a time to ensure quality and rigour. They must be as unobtrusive as possible.
The EPAO must give the apprentice 7 days' notice of the observation with questions.
The observation must take 2 hours.
The independent assessor can increase the time of the observation with questions by up to 10%. This time is to allow the apprentice to complete a task or respond to a question if necessary.
The observation with questions cannot be split, except for comfort breaks or to allow the apprentice to move from one location to another. Such breaks will not count towards the total observed time.
The EPAO must manage invigilation of the apprentice during the assessment, to maintain security of the EPA, in line with their malpractice policy. This includes breaks and moving between locations.
The independent assessor must explain to the apprentice the format and timescales of the observation with questions before it starts. This does not count towards the assessment time.
The independent assessor should observe the following during the observation:
These activities provide the apprentice with the opportunity to demonstrate the KSBs mapped to this assessment method.
The independent assessor must ask questions.
to clarify the purpose of activities carried out. Activities not observed by the independent assessor during the observation can instead be covered by questioning after the observation, but these questions must be asked within a time period not exceeding 30 minutes.
Questions must be asked after the observation. The total duration of the observation assessment method is 2 hours and the time for questioning is included in the overall assessment time. The total time for the observation element is 90 minutes. The time allocated for questioning is 30 minutes. The independent assessor must ask at least 5 questions. Follow-up questions are allowed where clarification is required. The independent assessor must use the questions from the EPAO’s question bank.
The independent assessor must ask questions about KSBs that were not observed to gather assessment evidence. These questions are in addition to the set number of questions for the observation with questions and should be kept to a minimum.
The independent assessor must make the grading decision. The independent assessor must assess the observation and responses to questions holistically when deciding the grade.
The independent assessor must keep accurate records of the assessment. They must record:
The observation with questioning may take place in the apprentice’s normal place of work for example, their employer’s premises or a customer’s premises. Equipment and resources needed for the observation must be provided by the employer and be in good and safe working condition.
If feasible the observation can be done remotely and assessed online. The EPAO must have processes in place to verify the identity of the apprentice and ensure the apprentice is not being aided. The EPAO must verify the apprentice’s identity and ensure invigilation of the apprentice, for example, with 360-degree cameras.
Additional venue requirements that must be in place include:
The EPAO must develop a purpose-built assessment specification and question bank. It is recommended this is done in consultation with employers of this occupation. The EPAO must maintain the security and confidentiality of EPA materials when consulting with employers. The assessment specification and question bank must be reviewed at least once a year to ensure they remain fit-for-purpose.
The assessment specification must be relevant to the occupation and demonstrate how to assess the KSBs mapped to this assessment method. The EPAO must ensure that questions are refined and developed to a high standard. The questions must be unpredictable. A question bank of sufficient size will support this.
The EPAO must produce the following materials to support the observation with questioning:
The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation and moderation.
In the professional discussion, an independent assessor and apprentice have a formal two-way conversation. It gives the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method.
The apprentice can refer to and illustrate their answers with evidence from their portfolio of evidence.
This assessment method is being used because: it assesses KSBs holistically and objectively it allows for the assessment of KSBs that do not occur on a predictable or regular basis it allows for assessment of responses where there are a range of potential answers it can be conducted remotely, potentially reducing cost.
The professional discussion must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method to the highest available grade.
An independent assessor must conduct and assess the professional discussion.
The purpose is to assess the apprentice’s competence against the following themes:
The EPAO must give an apprentice 7 days' notice of the professional discussion.
The independent assessor must have at least 2 weeks to review the supporting documentation.
The apprentice must have access to their portfolio of evidence during the professional discussion.
The apprentice can refer to and illustrate their answers with evidence from their portfolio of evidence however, the portfolio of evidence is not directly assessed.
The professional discussion must last for 60 minutes. The independent assessor can increase the time of the professional discussion by up to 10%. This time is to allow the apprentice to respond to a question if necessary.
The independent assessor must ask at least 6 questions. he independent assessor must use the questions from the EPAO’s question bank. Follow-up questions are allowed where clarification is required.
The independent assessor must make the grading decision.
The independent assessor must keep accurate records of the assessment. They must record:
The professional discussion must take place in a suitable venue selected by the EPAO for example, the EPAO’s or employer’s premises.
The professional discussion can be conducted by video conferencing. The EPAO must have processes in place to verify the identity of the apprentice and ensure the apprentice is not being aided.
The professional discussion should take place in a quiet room, free from distractions and influence.
The EPAO must develop a purpose-built assessment specification and question bank. It is recommended this is done in consultation with employers of this occupation. The EPAO must maintain the security and confidentiality of EPA materials when consulting with employers. The assessment specification and question bank must be reviewed at least once a year to ensure they remain fit-for-purpose.
The assessment specification must be relevant to the occupation and demonstrate how to assess the KSBs mapped to this assessment method. The EPAO must ensure that questions are refined and developed to a high standard. The questions must be unpredictable. A question bank of sufficient size will support this.
The EPAO must ensure that the apprentice has a different set of questions in the case of re-sits or re-takes.
The EPAO must produce the following materials to support the professional discussion underpinned by portfolio:
The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation and moderation.
Fail - does not meet pass criteria
|
Theme
KSBs
|
Pass
Apprentices must demonstrate all of the pass descriptors
|
Distinction
Apprentices must demonstrate all of the pass descriptors and all of the distinction descriptors
|
|---|---|---|
|
Customer service
K2 K4 S1 S2 S16 B1 B7 |
Uses communication methods and gathers stakeholder feedback to ensure that the principles of the support process are carried out whilst showing commitment to delivering quality work and successful repairs in a professional and customer service focussed manner. K4, S1, B1, B7 Uses communication methods to ensure that the principles of the support process are carried out whilst showing commitment to delivering quality work in a professional and customer service focussed manner. K4, S1, B1 Demonstrates how they extract key information and how they record the required information whilst undertaking a repair in line with process maps and standard operating procedures. K2, S2, S16
|
None |
|
Diagnostic
K14 K16 S15 S18 |
Demonstrates how to use diagnostic tools, processes and techniques to interpret faults, including no fault devices. K14, S15 Uses techniques to carry out visual and physical inspections to identify indicators of fault causes. K16, S18 |
Justifies why they use the diagnostic tools to interpret faults, including no fault devices. K14, S15 |
|
Safety
K9 K11 K24 S6 S11 S14 B3 |
Explains how they would carry out the process of replacing a battery. K9 Uses and stores necessary repair equipment in accordance with usage guidelines. K11, S6 Installs relevant software or firmware, considering their differences and the differences between operating systems and the implications of modifying these, such as updating, downgrading or rooting. K24, S11 Performs work processes safely, whilst maintaining workstation and reporting any concerns or risks. S14, B3 |
None |
|
Repair process
K12 K15 K22 K23 K29 K35 S13 S22 S23 |
Shows how they prevent electro-static discharge whilst complying with processes and managing ESD protection areas EPA. K12, S13 Performs a repair of a digital device whilst applying fault finding techniques and refurbishment and replacement principles, always taking into account parts harvesting. K15, K22, K23, K29, S22 Demonstrates how they follow a process to replace common user-repairable components in devices considering the implications involved. K35, S23 |
Justifies the practices, techniques and principles applied in the repair of a digital device. K15, K22, K23, K29, S22 |
|
Quality assurance
K25 K26 S21 |
Applies quality assurance standards and processes whilst repairing, refurbishing testing and calibrating a device. K25, K26, S21 |
None |
Fail - does not meet pass criteria
|
Theme
KSBs
|
Pass
Apprentices must demonstrate all of the pass descriptors
|
Distinction
Apprentices must demonstrate all of the pass descriptors and all of the distinction descriptors
|
|---|---|---|
|
Sustainability
K18 K28 K30 S8 S9 B6 |
Outlines how they advised clients about the options available for keeping technology alive for longer and the impact that this has. K28, S8 Describes how they have taken personal responsibility to apply environmental and sustainability procedures to ensure that the principles of production techniques and processes are adhered to, whilst reusing, recycling and safely disposing of data. K18, K30, S9, B6
|
Evaluates the impact that the application of sustainability procedures has had to production and processes. K30, S9, B6 |
|
Data protection
K1 K34 S3 |
Explains how they follow legislation, regulations and guidelines concerning data protection, to ensure that safety precautions are taken when safely and ethically dealing with and destroying consumer data, and the associated risks involved in this. K1, S3 Explains the implications that data back up has on a repair and how cloud and local back up compare. K34
|
None |
|
Safe working practices
K7 K8 K13 K17 K20 K21 S5 S7 S17 S19 |
Explains how they comply with and put into practice the current health and safety and environmental legislation, policies and procedures and the impact this has on the occupation. K7, S5 Outlines how they assess and interpret risk and follow procedures and protocols when handling and maintaining digital devices in order to maintain safe working practices, whilst informing and educating stakeholders. K8, K13, S7 Describes how they interpret and follow manufacturers official repair guidelines, documentation and standards in relation to diagnosing and repairing digital devices, deciding on the most effective or practical fix for the specific device and sharing this with stakeholders. K17, K20, S17 Explains how they consider the process and replace a main printed circuit board and the implications involved. K21, S19
|
Evaluates the impact the risk has on the digital device repair. S7 Explains the need to consider the implications involved when replacing a main printed circuit board. K21, S19 |
|
Continuous professional development
K10 K27 K33 S10 B5 |
Outlines the digital devices that are available within the marketplace and how they have researched, selected and implemented industry updates and provided updates to the stakeholders affected by the change. K10, S10 Outlines how they seek learning opportunities and continuous professional development and how their role fits within the stages of the digital device lifecycle and how their occupation fits into the wider digital landscape. K27, K33, B5
|
None |
|
Customer service and team work
K3 K5 K6 S4 B2 |
Explains how they have worked with internal and external stakeholders and managed expectations by using effective communication whilst ensuring accessibility for all users and being respectful of different views. K3, K6, S4, B2 Explains how digital tools and platforms are used for multifunctional team working. K5 |
None |
|
Continuous improvement
K19 K31 K32 S12 S20 B4 |
Outlines how they plan and prioritise own workload using time management techniques and typical repair timeframes whilst staying responsive and flexible in order to work at pace and meet deadlines. K19, K31, S20, B4
Outlines how they use continuous improvement techniques to make recommendations and share good practice. S12, K32 |
None |
The EPA methods contribute equally to the overall EPA grade.
Apprentices must achieve at least a pass in all the EPA methods to get an overall pass: in order to gain an overall epa ‘pass’, apprentices must achieve a pass in both assessment methods. in order to achieve an overall epa ‘merit’, apprentices must achieve a distinction in at least one of the assessment methods. in order to achieve an overall epa ‘distinction’, apprentices must achieve a distinction in both assessment methods.
| Observation with questioning | Professional discussion underpinned by portfolio | Overall Grading |
|---|---|---|
| Fail | Fail | Fail |
| Fail | Pass | Fail |
| Pass | Fail | Fail |
| Pass | Pass | Pass |
| Pass | Distinction | Merit |
| Distinction | Pass | Merit |
| Distinction | Distinction | Distinction |
Apprentices who fail one or more EPA method(s) can take a re-sit or a re-take at the employer’s discretion. The apprentice’s employer needs to agree that a re-sit or re-take is appropriate. A re-sit does not need further learning, whereas a re-take does.
Apprentices should have a supportive action plan to prepare for a re-sit or a re-take.
The employer and EPAO agree the timescale for a re-sit or re-take. A re-sit is typically taken within 1 months of the EPA outcome notification. The timescale for a re-take is dependent on how much re-training is required and is typically taken within 2 months of the EPA outcome notification. Failed EPA methods must be re-sat or re-taken within a 6-month period from the EPA outcome notification, otherwise the entire EPA will need to be re-sat or re-taken in full.
Re-sits and re-takes are not offered to apprentices wishing to move from pass to a higher grade.
An apprentice will get a maximum EPA grade for that assessment method of pass for a re-sit or re-take, unless the EPAO determines there are exceptional circumstances. They can still achieve an overall grade of Merit after a resit if they achieved a distinction in the other assessment method.
| Roles | Responsibilities |
|---|---|
|
Apprentice |
As a minimum, the apprentice should:
|
|
Employer |
As a minimum, the apprentice's employer must:
|
|
EPAO |
As a minimum, the EPAO must:
|
|
Independent assessor |
As a minimum, an independent assessor must:
|
|
Training provider |
As a minimum, the training provider must:
|
|
Marker |
As a minimum, markers should:
|
|
Invigilator |
As a minimum, invigilators should:
|
The EPAO must have reasonable adjustments arrangements for the EPA.
This should include:
Adjustments must maintain the validity, reliability and integrity of the EPA as outlined in this EPA plan.
Internal quality assurance refers to how EPAOs ensure valid, consistent and reliable EPA decisions. EPAOs must adhere to the requirements within the roles and responsibilities section and:
Affordability of the EPA will be aided by using at least some of the following:
This apprenticeship standard is designed to prepare successful apprentices to meet the requirements for registration as a:
Associate Member with RITTech — the registration for IT technicians
| Knowledge | Assessment methods |
|---|---|
|
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 Grading |
Professional discussion underpinned by portfolio |
|
K2
Process maps or standard operating procedures. Back to Grading |
Observation with questioning |
|
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 Grading |
Professional discussion underpinned by portfolio |
|
K4
Principles of the support process, including customer service, diagnosis, fault identification, software and or hardware replacement and quality control. Back to Grading |
Observation with questioning |
|
K5
Approaches to multifunctional teamworking utilising digital tools and platforms. Back to Grading |
Professional discussion underpinned by portfolio |
|
K6
Approaches to ensuring accessibility for all users and recognising the diversity of user needs when providing a service. Back to Grading |
Professional discussion underpinned by portfolio |
|
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 Grading |
Professional discussion underpinned by portfolio |
|
K8
Risk assessments, procedures and protocols. Back to Grading |
Professional discussion underpinned by portfolio |
|
K9
Process required when a battery is replaced. Back to Grading |
Observation with questioning |
|
K10
Digital devices available in the marketplace. Back to Grading |
Professional discussion underpinned by portfolio |
|
K11
Types of repair equipment, what they are used for and how they should be stored. Back to Grading |
Observation with questioning |
|
K12
Prevention of Electro-Static Discharge ESD, what it is and how to manage ESD Protected Areas EPA. Back to Grading |
Observation with questioning |
|
K13
Understand safe handling and maintenance practices and when stakeholders should be informed or educated. Back to Grading |
Professional discussion underpinned by portfolio |
|
K14
Diagnosis process including the techniques for the use of diagnostic tools. Back to Grading |
Observation with questioning |
|
K15
Categorisation of digital device faults and how to identify them. Back to Grading |
Observation with questioning |
|
K16
Techniques for carrying out effective visual and physical inspections. Back to Grading |
Observation with questioning |
|
K17
Sources of official diagnostic and repair guidelines for digital devices and how to follow them. Back to Grading |
Professional discussion underpinned by portfolio |
|
K18
Waste disposal and recycling legislation and company processes, policies and procedures, including safe data disposal. Back to Grading |
Professional discussion underpinned by portfolio |
|
K19
Typical repair timeframes and how to access this information. Back to Grading |
Professional discussion underpinned by portfolio |
|
K20
Manufacturers documentation and standards. Back to Grading |
Professional discussion underpinned by portfolio |
|
K21
The process and implications of replacing a main Printed Circuit Board PCB. Back to Grading |
Professional discussion underpinned by portfolio |
|
K22
Principles of digital device repair and refurbishment including approaches to the replacement of faulty physical components of devices. Back to Grading |
Observation with questioning |
|
K23
Best practice and fault finding, techniques and components parts when repairing or refurbishing a digital device. Back to Grading |
Observation with questioning |
|
K24
The difference between operating systems, software and firmware and the implications of modifying these such as updating, downgrading or rooting. Back to Grading |
Observation with questioning |
|
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 Grading |
Observation with questioning |
|
K26
Quality assurance processes. Back to Grading |
Observation with questioning |
|
K27
The stages within the digital device lifecycle and their role within it. Back to Grading |
Professional discussion underpinned by portfolio |
|
K28
The impact of keeping technology alive for longer. Back to Grading |
Professional discussion underpinned by portfolio |
|
K29
Process required for parts harvesting. Back to Grading |
Observation with questioning |
|
K30
Principles of sustainability including green production techniques, processes and the use of recycled materials. Back to Grading |
Professional discussion underpinned by portfolio |
|
K31
Time management techniques: Planning, prioritising, work scheduling, workflow management. Back to Grading |
Professional discussion underpinned by portfolio |
|
K32
Principles and techniques of continuous improvement. Back to Grading |
Professional discussion underpinned by portfolio |
|
K33
How the occupation fits into the wider digital landscape and any current regulatory requirements. Back to Grading |
Professional discussion underpinned by portfolio |
|
K34
Data back up and the implications this has on the repair, including cloud verses local backup. Back to Grading |
Professional discussion underpinned by portfolio |
|
K35
The process and implications of replacing common user-repairable components in devices. Back to Grading |
Observation with questioning |
| Skill | Assessment methods |
|---|---|
|
S1
Use communication methods such as written, verbal or electronic, using industry terminology. Back to Grading |
Observation with questioning |
|
S2
Extract key information to undertake repair process. Back to Grading |
Observation with questioning |
|
S3
Follow all guidelines in line with relevant data protection legislation, ensuring all safety precautions are taken with consumer data. Back to Grading |
Professional discussion underpinned by portfolio |
|
S4
Manage customer expectations. Back to Grading |
Professional discussion underpinned by portfolio |
|
S5
Comply with health and safety and environmental legislation, policies and procedures. Back to Grading |
Professional discussion underpinned by portfolio |
|
S6
Comply with procedures for usage of equipment in accordance with usage guidelines. Back to Grading |
Observation with questioning |
|
S7
Assess and interpret risk to inform safe working practices. Back to Grading |
Professional discussion underpinned by portfolio |
|
S8
Analyse, evaluate and advise the client about options for keeping technology alive for longer. Back to Grading |
Professional discussion underpinned by portfolio |
|
S9
Apply environmental and sustainability procedures in compliance with regulations and standards for example, segregate resources for reuse, recycling and disposal. Back to Grading |
Professional discussion underpinned by portfolio |
|
S10
Research industry updates, select and implement for the device and provide updates to stakeholders affected by the change. Back to Grading |
Professional discussion underpinned by portfolio |
|
S11
Install relevant software or firmware. Back to Grading |
Observation with questioning |
|
S12
Use continuous improvement principles and techniques, to make recommendations and share good practice. Back to Grading |
Professional discussion underpinned by portfolio |
|
S13
Comply with processes in place to reduce Electro-Static Discharge ESD. Back to Grading |
Observation with questioning |
|
S14
Maintain own workstation. Back to Grading |
Observation with questioning |
|
S15
Use diagnostic tools to interpret faults, including no fault devices. Back to Grading |
Observation with questioning |
|
S16
Record required information with accuracy. Back to Grading |
Observation with questioning |
|
S17
Interpret manufacturers official repair guidance to decide on the most effective or practical fix for specific devices and shares with stakeholders. Back to Grading |
Professional discussion underpinned by portfolio |
|
S18
Identify physical indicators of fault causes. Back to Grading |
Observation with questioning |
|
S19
Replace a main PCB Printed Circuit Board. Back to Grading |
Professional discussion underpinned by portfolio |
|
S20
Plan and prioritise own workload using time management techniques. Back to Grading |
Professional discussion underpinned by portfolio |
|
S21
Comply with repair and refurbishment quality assurance standards. Back to Grading |
Observation with questioning |
|
S22
Repair a digital device by applying repair practices and techniques. Back to Grading |
Observation with questioning |
|
S23
Replace common user-repairable components in devices. Back to Grading |
Observation with questioning |
| Behaviour | Assessment methods |
|---|---|
|
B1
Professional and customer service focussed - shows commitment to putting the customer first by delivering quality work. Back to Grading |
Observation with questioning |
|
B2
Collaboration the ability to work with colleagues whilst contributing to a supportive and inclusive workplace, respectful of different views. Back to Grading |
Professional discussion underpinned by portfolio |
|
B3
Safety mindset - ensures all work processes are carried out safely and report any concerns or risks. Back to Grading |
Observation with questioning |
|
B4
Responsive and flexible - able to work at pace within deadlines and multitask Back to Grading |
Professional discussion underpinned by portfolio |
|
B5
Seeks learning opportunities and continuous professional development. Back to Grading |
Professional discussion underpinned by portfolio |
|
B6
Environmental awareness -Take personal responsibility for their own sustainable working practices. Back to Grading |
Professional discussion underpinned by portfolio |
|
B7
Gathers stakeholders feedback to show the success of the repair. Back to Grading |
Observation with questioning |
| KSBS GROUPED BY THEME | Knowledge | Skills | Behaviour |
|---|---|---|---|
|
Customer service
K2 K4 S1 S2 S16 B1 B7 |
Process maps or standard operating procedures. (K2) Principles of the support process, including customer service, diagnosis, fault identification, software and or hardware replacement and quality control. (K4) |
Use communication methods such as written, verbal or electronic, using industry terminology. (S1) Extract key information to undertake repair process. (S2) Record required information with accuracy. (S16) |
Professional and customer service focussed - shows commitment to putting the customer first by delivering quality work. (B1) Gathers stakeholders feedback to show the success of the repair. (B7) |
|
Diagnostic
K14 K16 S15 S18 |
Diagnosis process including the techniques for the use of diagnostic tools. (K14) Techniques for carrying out effective visual and physical inspections. (K16) |
Use diagnostic tools to interpret faults, including no fault devices. (S15) Identify physical indicators of fault causes. (S18) |
None |
|
Safety
K9 K11 K24 S6 S11 S14 B3 |
Process required when a battery is replaced. (K9) Types of repair equipment, what they are used for and how they should be stored. (K11) The difference between operating systems, software and firmware and the implications of modifying these such as updating, downgrading or rooting. (K24) |
Comply with procedures for usage of equipment in accordance with usage guidelines. (S6) Install relevant software or firmware. (S11) Maintain own workstation. (S14) |
Safety mindset - ensures all work processes are carried out safely and report any concerns or risks. (B3) |
|
Repair process
K12 K15 K22 K23 K29 K35 S13 S22 S23 |
Prevention of Electro-Static Discharge ESD, what it is and how to manage ESD Protected Areas EPA. (K12) Categorisation of digital device faults and how to identify them. (K15) Principles of digital device repair and refurbishment including approaches to the replacement of faulty physical components of devices. (K22) Best practice and fault finding, techniques and components parts when repairing or refurbishing a digital device. (K23) Process required for parts harvesting. (K29) The process and implications of replacing common user-repairable components in devices. (K35) |
Comply with processes in place to reduce Electro-Static Discharge ESD. (S13) Repair a digital device by applying repair practices and techniques. (S22) Replace common user-repairable components in devices. (S23) |
None |
|
Quality assurance
K25 K26 S21 |
Testing and calibration techniques, manual and systematic, such as water resistance testing and calibration of parts such as screens, speakers and cameras. (K25) Quality assurance processes. (K26) |
Comply with repair and refurbishment quality assurance standards. (S21) |
None |
| KSBS GROUPED BY THEME | Knowledge | Skills | Behaviour |
|---|---|---|---|
|
Sustainability
K18 K28 K30 S8 S9 B6 |
Waste disposal and recycling legislation and company processes, policies and procedures, including safe data disposal. (K18) The impact of keeping technology alive for longer. (K28) Principles of sustainability including green production techniques, processes and the use of recycled materials. (K30) |
Analyse, evaluate and advise the client about options for keeping technology alive for longer. (S8) Apply environmental and sustainability procedures in compliance with regulations and standards for example, segregate resources for reuse, recycling and disposal. (S9) |
Environmental awareness -Take personal responsibility for their own sustainable working practices. (B6) |
|
Data protection
K1 K34 S3 |
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. (K1) Data back up and the implications this has on the repair, including cloud verses local backup. (K34) |
Follow all guidelines in line with relevant data protection legislation, ensuring all safety precautions are taken with consumer data. (S3) |
None |
|
Safe working practices
K7 K8 K13 K17 K20 K21 S5 S7 S17 S19 |
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. (K7) Risk assessments, procedures and protocols. (K8) Understand safe handling and maintenance practices and when stakeholders should be informed or educated. (K13) Sources of official diagnostic and repair guidelines for digital devices and how to follow them. (K17) Manufacturers documentation and standards. (K20) The process and implications of replacing a main Printed Circuit Board PCB. (K21) |
Comply with health and safety and environmental legislation, policies and procedures. (S5) Assess and interpret risk to inform safe working practices. (S7) Interpret manufacturers official repair guidance to decide on the most effective or practical fix for specific devices and shares with stakeholders. (S17) Replace a main PCB Printed Circuit Board. (S19) |
None |
|
Continuous professional development
K10 K27 K33 S10 B5 |
Digital devices available in the marketplace. (K10) The stages within the digital device lifecycle and their role within it. (K27) How the occupation fits into the wider digital landscape and any current regulatory requirements. (K33) |
Research industry updates, select and implement for the device and provide updates to stakeholders affected by the change. (S10) |
Seeks learning opportunities and continuous professional development. (B5) |
|
Customer service and team work
K3 K5 K6 S4 B2 |
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. (K3) Approaches to multifunctional teamworking utilising digital tools and platforms. (K5) Approaches to ensuring accessibility for all users and recognising the diversity of user needs when providing a service. (K6) |
Manage customer expectations. (S4) |
Collaboration the ability to work with colleagues whilst contributing to a supportive and inclusive workplace, respectful of different views. (B2) |
|
Continuous improvement
K19 K31 K32 S12 S20 B4 |
Typical repair timeframes and how to access this information. (K19) Time management techniques: Planning, prioritising, work scheduling, workflow management. (K31) Principles and techniques of continuous improvement. (K32) |
Use continuous improvement principles and techniques, to make recommendations and share good practice. (S12) Plan and prioritise own workload using time management techniques. (S20) |
Responsive and flexible - able to work at pace within deadlines and multitask (B4) |
Contact us about this apprenticeship
| Version | Change detail | Earliest start date | Latest start date | Latest end date |
|---|---|---|---|---|
| 1.0 | Approved for delivery | 19/02/2024 | Not set | Not set |
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