Required skills

Plain English literacy and communication skills in relation to dealing with clients and team members

Analyticallogical skills for identifying analysing and evaluating support issues and network problems

Projectplanning skills in relation to scope time cost quality communications and risk management

Problem solving skills for a defined range of unpredictable problems

Required knowledge

Current industryaccepted hardware cabling and software products with broad knowledge of general features and capabilities

General knowledge of the client business domain business function and organisation

Networking technologies eg TCPIP OSI protocol stacks IEEE IETF ITU standards with broad knowledge of features and capabilities and substantial depth in protocols such as Ethernet AppleTalk Novell Linux or Unix protocols

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

Detailed knowledge of organisational maintenance response level escalation procedures eg level one phone operator level two technical personnel level three specialised person

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 following is essential

Assessment must confirm knowledge of the troubleshooting and monitoring facilities available in the operating environment It must also confirm the ability to undertake logical troubleshooting processes and network support activities It should include constant monitoring of the network to maintain network activities

To demonstrate competency in this unit the following resources will be needed

Live system

Network support tools

Context of and specific resources for assessment

Troubleshooting local area network problems requires a focus on

Applying both software and hardwarebased tools

Logical troubleshooting methods derived from knowledge and understanding of network topologies and protocols

Using a management information base of accumulated fault resolution information to determine the nature and location of the fault

Problem resolution related to wide area network WAN connections that the LAN uses for general use of the internet or for connection to other remote LANs belonging to the organisation should also be considered

The application of this competency would generally require a degree of instruction as part of the problem solution stage in order to empower the client to resolve or manage recurrences of similar problems Additionally this competency may involve participation in the development of strategic initiatives or solutions as part of a more longterm approach to network planning

In applying the skills and methods within this competency the aim should be to minimise network down time

The breadth depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical andor management requirements evaluation and coordination would be characteristic

The demonstration of competency may also require selfdirected application of knowledge and skills with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment services and techniques for self and others

Assessment must ensure

Applications involve participation in development of strategic initiatives as well as personal responsibility and autonomy in performing complex technical operations or organising others It may include participation in teams including teams concerned with planning and evaluation functions Group or team coordination may also be involved

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace In undertaking training and assessment activities related to this unit consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs Additional guidance on these and related matters is provided in ICA Section

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should to be assessed using summative assessment to ensure consistency of performance in a range of contexts This unit can be assessed either in the workplace or in a simulated environment However simulated activities must closely reflect the workplace to enable full demonstration of competency

Assessment will usually include observation of real or simulated work processes and procedures andor performance in a project context as well as questioning on underpinning knowledge and skills The questioning of team members supervisors subordinates peers and clients where appropriate may provide valuable input to the assessment process

Guidance information for assessment

The interdependence of units for assessment purposes may vary with the particular project or scenario Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

ICAAC Evaluate vendor products and equipment

ICAA5150C Evaluate vendor products and equipment

ICAIB Acquire system components

ICAI5087B Acquire system components

ICAIB Install highend switches in multiswitched local area networks

ICAI5174B Install high-end switches in multi-switched local area networks

ICAIC Install and configure router

ICAI5176C Install and configure router

ICAIB Install and maintain a server

ICAI4188B Install and maintain a server

ICAIB Implement secure encryption technologies

ICAI5196B Implement secure encryption technologies

ICASB Configure an internet gateway

ICAS5192B Configure an internet gateway

An individual demonstrating this competency would be able to

Demonstrate understanding of a broad knowledge base incorporating theoretical concepts with substantial depth in some areas

Analyse and plan approaches to technical problems or management requirements

Transfer and apply theoretical concepts andor technical or creative skills to a range of situations

Evaluate information using it to forecast for planning or research purposes

Take responsibility for own outputs in relation to broad quantity and quality parameters

Take some responsibility for the achievement of group outcomes

Maintain knowledge of industry products and services

Network may include but is not limited to:

Network topology may include:

User may include:

Network tools may include but are not limited to:

Documentation may follow: