In a world increasingly reliant on digital systems, the demand for skilled professionals who can support, maintain and troubleshoot technology is growing rapidly. The QualCert Level 3 Diploma in Digital & IT – Digital Support Technician is a comprehensive qualification designed to prepare learners for a career in the fast-paced digital support sector.
This nationally recognised diploma focuses on building the technical and interpersonal skills needed to work confidently in IT support roles across a wide range of industries. From resolving end-user issues to managing devices and maintaining IT infrastructure, this qualification equips learners with the tools to provide effective digital support in the workplace.
QualCert qualifications are developed with input from industry professionals to ensure they meet the evolving demands of employers. The Level 3 Diploma in Digital Support Technician is structured to offer real-world relevance, hands-on learning, and clear progression pathways.
Training centres offering this qualification provide access to experienced tutors, practical resources and support services, ensuring a high-quality learning experience.
The QualCert Level 3 Diploma in Digital & IT – Digital Support Technician offers an excellent route into the digital workforce. With the growing importance of IT systems in every industry, the need for skilled support technicians is only expected to increase.
Whether you are starting your career or aiming to advance your technical expertise, this diploma provides the skills, confidence and recognised credentials to take your next step in the digital world.
Course Contents of QualCert Level 3 Diploma in Business and Leadership – Team Leader:
The QualCert Level 3 Diploma in Business and Leadership – Team Leader, offers 60 Credits, requiring a Total Qualification Time (TQT) of 300 hours, including 210 Guided Learning Hours (GLH).
| Unit Ref# | Unit Title | Credit | GLH | TQT |
| QC21003-1 | Supporting IT Systems and Infrastructure | 10 | 35 | 50 |
| QC21003-2 | Customer Support and Service Delivery in Digital Environments | 10 | 35 | 50 |
| QC21003-3 | Installing, Configuring and Maintaining Digital Technologies | 10 | 35 | 50 |
| QC21003-4 | Managing Users, Permissions and System Access | 10 | 35 | 50 |
| QC21003-5 | Technical Documentation and Digital Communication | 10 | 35 | 50 |
| QC21003-6 | Cyber Security, Compliance and Professional Practice in IT Support | 10 | 35 | 50 |
Entry Requirements for the QualCert Level 3 Diploma in Business and Leadership – Team Leader:
To enroll in the QualCert Level 3 Diploma in Business and Leadership – Team Leader, following are requirement:
- Minimum Age
- Learners must be aged 16 years or older at the time of enrolment.
- Educational Background
- A Level 2 qualification in IT, digital skills, or a related subject is strongly recommended.
- Learners should ideally hold GCSEs at grade 4 (C) or above in English and Mathematics, or equivalent qualifications.
- Applicants without formal academic qualifications may be considered if they can demonstrate relevant knowledge or vocational aptitude.
- Experience
- Prior work experience in IT support or digital environments is beneficial but not essential.
- This qualification is suitable for individuals who have completed foundational IT training or are currently working in entry-level digital roles and seeking progression.
- Language Proficiency
- As this qualification is delivered in English, learners must have a minimum CEFR level B2 or equivalent in English (e.g., IELTS 5.5 or above).
- Applicants whose first language is not English may be required to provide proof of language proficiency.
Learning Outcomes of QualCert Level 3 Diploma in Digital & IT-Digital Support Technician:
Supporting IT Systems and Infrastructure
- Understand the components of IT infrastructure and how they function together
- Diagnose and resolve common hardware and software issues
- Monitor system performance using tools and utilities
- Provide basic support for networks, servers, and operating systems
- Apply troubleshooting methods and escalation procedures effectively
Customer Support and Service Delivery in Digital Environments
- Deliver responsive and professional IT support to users
- Use service desk software and ticketing systems effectively
- Apply principles of good customer service in digital communication
- Follow service level agreements (SLAs) and organisational procedures
- Demonstrate empathy and clarity in resolving user queries
Installing, Configuring and Maintaining Digital Technologies
- Install and configure hardware, software, and peripheral devices
- Set up and maintain end-user devices (e.g., desktops, laptops, mobile devices)
- Perform routine maintenance and updates for system stability
- Identify compatibility issues and apply corrective actions
- Ensure all configurations meet user and security requirements
Managing Users, Permissions and System Access
- Create and manage user accounts in various IT environments
- Assign appropriate access rights and group policies
- Understand authentication methods and identity management
- Monitor and control access to digital resources
- Apply data protection principles in access management
Technical Documentation and Digital Communication
- Produce clear, structured technical documentation for IT support tasks
- Maintain logs and records of service activities and incidents
- Communicate technical information to non-technical users effectively
- Use appropriate tools for creating manuals, reports, and knowledge bases
- Follow documentation standards and version control procedures
Cyber Security, Compliance and Professional Practice in IT Support
- Understand cyber threats, vulnerabilities, and protective measures
- Apply basic security practices in IT support operations
- Comply with legal and regulatory requirements (e.g., GDPR, ISO standards)
- Demonstrate professional behaviour, ethical conduct, and confidentiality
- Promote cyber awareness and user education in digital environments
The QualCert Level 3 Diploma in Digital & IT-Digital Support Technician, is ideal for:
- Aspire to begin a career in IT support or digital services, providing technical assistance to users in a variety of environments.
- Are currently working in a junior IT or digital support role and want to formalise their skills with a recognised qualification.
- Wish to develop practical, job-ready skills in areas such as troubleshooting, system configuration, user support, and cyber hygiene.
- Are school leavers or career changers seeking a structured route into the digital and technology sector.
- Want a stepping stone to higher-level qualifications or apprenticeships in IT, networking, or digital transformation.
- Have a strong interest in technology, enjoy problem-solving, and are eager to support others in using digital tools effectively.
This course is suitable for both full-time learners and those pursuing part-time or blended learning while gaining experience in the field.