Application
This unit describes the skills and knowledge required to document network related problems, determine solutions, or escalate problems to a new support level.
It applies to individuals, working as frontline technical support personnel, who maintain network continuity by isolating and rectifying network problems as they arise.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Determine client requirements and identify if problem exists | 1.1 Log calls from help-desk support staff 1.2 Determine and document problem based on client requirements |
2. Determine whether problem is covered by policy | 2.1 Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements 2.2 Provide assistance according to organisational guidelines |
3. Carry out maintenance support on identified problem | 3.1 Conduct diagnostic tests around identified problem 3.2 Complete maintenance according to organisational guidelines 3.3 Obtain new components as part of the resolution, where necessary 3.4 Store or dispose of components according to organisational and environmental guidelines |
4. Prepare maintenance report and confirm solution | 4.1 Prepare maintenance report according to organisational guidelines and support agreements 4.2 Refer unresolved maintenance requirements to appropriate higher level service area 4.3 Follow up with the client to determine solution success and close the report |
Evidence of Performance
Evidence of the ability to:
document network related problems and determine the required resources
solve client problems or escalate the problem according to organisational guidelines
maintain the network with minimal disruption to clients.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
explain environmentally sound recycling and disposal procedures
identify and summarise common networking procedures for:
call logging
contracting and maintenance requirements
problem escalation procedures
outline inventory processes
describe technical features and functions of network hardware and software systems
describe common network problems relating to organisational information
describe agreements used for technical support.
Assessment Conditions
Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the network industry, and include access to:
a network
hardware
diagnostic tools, components and software
records and reports
organisational guidelines and procedures.
Assessors must satisfy NVR/AQTF assessor requirements.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 2.1, 2.2, 3.2, 3.4, 4.1 | Recognises and interprets textual information from organisational guidelines and support agreements to establish the job requirements |
Writing | 1.1, 1.2, 4.1 | Uses industry-specific language to document problems and prepare maintenance reports in line with organisational guidelines and support agreements |
Oral Communication | 4.2, 4.3 | Provides clear explanations using language suitable to audience to discuss unresolved challenges Uses listening and questioning techniques to confirm understanding |
Navigate the world of work | 2.2, 3.4 | Complies with explicit organisational policies and procedures |
Get the work done | 1.2, 2.1, 2.2, 3.1-3.4, 4.3 | Takes responsibility for planning and organising own workload, identifying ways of sequencing and combining elements for greater efficiency, and considering how to link with the work of others Understands the purposes, specific functions and key features of common digital systems and tools, and operates them effectively to complete routine tasks May reflect on outcomes and identify what worked, or develop an improved approached for future situations Initiates standard diagnostic procedures when responding to familiar and unfamiliar problems within immediate context and seeks input from others when problems remain unresolved |
Sectors
Networking