Assessor Resource

ICANWK532A
Identify and resolve network problems

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to network managers, network engineers and technical specialists, who generally work independently with limited supervision. Staff at this level perform a broad range of problem-solving activities, including troubleshooting, evaluating and analysing networks, and planning and developing new systems and procedures. They generally have excellent problemsolving skills and address more complex or non-routine situations where discretion and judgement are required.

They provide technical advice, guidance and leadership in resolution of network problems and the role may involve responsibility for others.

This unit describes the performance outcomes, skills and knowledge required to troubleshoot local area network (LAN), wide area network (WAN) and wireless network problems.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

produce a management information base

benchmark the network performance

troubleshoot and rectify network problems

provide constant monitoring and tuning of the network

review fault resolution and make recommendations.

Context of and specific resources for assessment

Assessment must ensure access to:

live system and sites with a representative range of network environments and operating systems

technical records and documentation

management information base of accumulated fault resolution information

network support tools

appropriate learning and assessment support when required

modified equipment for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of candidate undertaking network benchmarking activities

direct observation of candidate performing network testing to ensure fault rectification

review fault resolution documentation and recommendations

verbal or written questioning to assess candidate’s knowledge of the troubleshooting and monitoring facilities available in the operating environment.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

analytical skills to identify, analyse and evaluate support issues and network problems

communication skills to:

communicate with help desk

consult with vendors

literacy skills to:

interpret technical documentation, equipment manuals and specifications

record findings and write reports

planning skills to manage projects to scope, time, cost, quality, communications and risk management

problem-solving skills to solve operational problems arising

technical skills to use:

benchmarking techniques

current industry-accepted hardware and software

network management tools.

Required knowledge

current industry-accepted hardware, cabling and software products, including general features and capabilities

detailed knowledge of organisational maintenance response level escalation procedures

client business domain, including client organisation structure and business functionality

network management tools, with broad knowledge of general features and capabilities, with substantial depth in troubleshooting areas

network topologies

networking technologies and broad knowledge of their features and capabilities, including those relating to:

protocol stacks of transmission control protocol or internet protocol (TCP/IP) and open system interconnection (OSI)

Institute of Electrical and Electronics Engineers (IEEE)

International Telecommunications Union (ITU)

Internet Engineering Task Force (IETF)

protocols, such as ethernet, AppleTalk, Novell, Linux or Unix.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Network may include:

data

digital subscriber line (DSL) connections

internet

large and small LANs

private lines

use of the public switched telephone network (PSTN) for dial-up modems only

voice

virtual private networks (VPNs)

WANs

wireless networks.

Network tools may include:

cable testing

carrier connection tests

data and voice integration measurements

equipment testing

frequency analysers

network performance software

policing and shaping tools.

Network topology may include:

bus

hierarchical

hybrid

ring

star.

Protocols may include:

AgentX

CMIP over TCP/IP

common management information protocol (CMIP)

ethernet

internet protocol (IP)

simple network management protocol (SNMP):

SNMPv1

SNMPv2

SNMPv2c

SNMPv2u

SNMPv3

transport control protocol (TCP)

user datagram protocol (UDP).

Users may include:

employees

external organisations

individuals

internal departments.

Documentation may follow:

audit trails

International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards

naming standards

project management templates

report writing principles

version control.

Appropriate person may include:

chief information officer (CIO)

project manager

subject matter expert

supervisor

system administrator.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Set up appropriate logs to monitor network activity and to produce a management information base (MIB) 
Use network tools to benchmark the network and to establish a reference point for network performance 
Identify critical activity levels and network capacity 
Regularly review documents and logs to facilitate network tuning 
Make recommendations to management for additional network resources to improve performance or to proactively avoid problems 
Communicate with help desk and other support services to quickly identify network problems 
Use various tools and knowledge of network topology and protocols to identify network problems 
Consult with vendor or service suppliers for assistance where appropriate 
Establish likely fault hierarchy using data from previous resolution attempts 
Progressively isolate fault with concurrent testing of fault presence 
Document steps taken to resolve fault 
Refer fault to a higher level if not resolved within organisational limits 
Isolate and repair, replace and reconfigure equipment or software 
Test network to ensure fault rectification 
Advise users and clients of progress and solutions in a timely manner 
Complete support documentation 
Review resolution of fault for possible reoccurrence, planned maintenance or upgrade requirements 
Report to client with fault resolution and recommendations 
Obtain sign-off from the appropriate person for work and billing outside of warranty or service level agreements 
Forward necessary documentation to the appropriate person 

Forms

Assessment Cover Sheet

ICANWK532A - Identify and resolve network problems
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

ICANWK532A - Identify and resolve network problems

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: