This unit applies to frontline technical support personnel responsible for administering a network.
Not applicable.
1. Provide client access and security | 1.1 Provide logons, passwords and applications file access to users and prepare documentation in line with organisational requirements 1.2 Examine records of user accounts to determine access privileges and usage 1.3 Take necessary action to ensure maintenance of system integrity and security |
2. Provide input into and disseminate disaster recovery plan | 2.1 Provide input into the organisation's disaster recovery plan 2.2 Disseminate disaster recovery plan to users as required |
3. Monitor network performance | 3.1 Perform diagnostic tests associated with administering the network or system 3.2 Analyse and respond to diagnostic information 3.3 Monitor software usage, including inappropriate or illegal use 3.4 Delete illegal software from the system 3.5 Monitor hardware response time and other performance indicators 3.6 Determine and action methods for improving network and systems efficiency according to organisational guidelines |
Required skills
communication skills to:
investigate and assess client needs
provide one-to-one instruction
customer-service skills to communicate with clients in a range of contexts at various levels
literacy skills to:
develop reports
interpret technical manuals
planning and organisational skills to provide input into the disaster recovery plan
technical skills to perform:
diagnostic tests to monitor network performance
system administration tasks.
Required knowledge
advanced knowledge of software features supported by the organisation
approaches to backup and restoring computer data
disaster recovery policy
features and functions of file access
in-house and vendor support
OHS legislation relating to the use of equipment
operating systems:
functions and basic features
supported by the organisation
organisational access and security procedures
organisational and technical systems
organisational procedures for protection against and elimination of computer viruses
policy and procedures for deleting, restoring and archiving files
procedures for creating logons
security and network guidelines and procedures
software copyright responsibilities.
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: sustain the operation of the network through maintenance of network integrity and perform diagnostic tests contribute to the formulation of a disaster recovery plan and provide the client with an optimised network that complies with organisational guidelines improve network and systems efficiency according to organisational guidelines provide appropriate access to the network for users maintain, limit or enhance user access according to authorised requests. |
Context of and specific resources for assessment | Assessment must ensure access to: live network systems administration tools currently used in industry organisational policy and procedures 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: review of documentation completed by candidate for provision of client access and security documented input into disaster recovery plan direct observation of candidate: performing diagnostic tests and responding to diagnostic information performing user maintenance tasks verbal or written questioning to assess candidate’s knowledge of methods for improving network and systems efficiency. |
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. |
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.
Users may include: | contractors departments within an organisation persons within a department support staff third parties. |
Documentation may follow: | audit trails client training equipment inventory maintenance International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards naming standards project-management templates and report writing satisfaction reports version control. |
Organisational requirements may be in reference to: | diagnostic policy preventative maintenance problem solution processes roles and technical responsibilities in the IT department vendor and product service level support agreements work environment. |
System may include: | business computers financial system information system management system network software. |
Disaster recovery plan may include: | backup plans disaster recovery activities impact assessment key roles and responsibilities maximum tolerable outage recovery time risk analysis zero data loss. |
Software may include: | application: database internet browser spreadsheet word-processing commercial customised in-house programming: assembler compiler development tools system: computer security device drivers operating system. |
Hardware may include: | modems or other connectivity devices networks personal computers remote sites servers workstations. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk. |
Networking
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.