Application
This unit describes the skills and knowledge required to carry out maintenance and fault repair according to organisational procedures, in order to keep equipment and software operating.
It applies to frontline technical support individuals who work under a level of supervision and have some responsibility to maintain computer systems.
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 and undertake required equipment maintenance | 1.1 Examine and review specified equipment and maintenance procedures in order to determine those procedures that can be handled internally 1.2 Organise and undertake internal maintenance as specified in the maintenance procedures 1.3 Report problems promptly to appropriate person |
2. Diagnose and repair faults | 2.1 Assess an existing problem situation and identify the main problem area 2.2 Test suspected faulty equipment or software for possible failures or performance degradation, using available technology 2.3 Analyse the test results 2.4 Review historical fault data for information of relevance to existing faults 2.5 Develop plans, with prioritised tasks and contingency arrangements for the repair or replacement of faulty equipment or software, with minimum disruption to client 2.6 Liaise with appropriate person to obtain approval for the plans 2.7 Obtain necessary components and repair equipment or software in a timely, organised manner, following work health and safety (WHS) standards |
3. Update documentation and make recommendations for future maintenance | 3.1 Record maintenance and fault data and equipment modifications, according to organisational standards 3.2 Identify and report instances where preventative measures are needed 3.3 Review and update maintenance and fault data, and report outcomes periodically to appropriate person |
Evidence of Performance
Evidence of the ability to:
undertake maintenance according to maintenance procedures
identify and resolve a defined range of equipment and software problems
maintain accurate records according to organisational guidelines.
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:
identify and describe equipment and software maintenance practices
identify help-desk response level escalation procedures
describe the operation and purpose of specified equipment
identify and describe the operation of technical diagnostic tools
identify quality assurance practices
identify relevant service level agreements (SLAs) to determine conditions of the SLA cover
describe client warranty claims, repair or replacement procedures
identify system's current functionality
describe organisational work health and safety (WHS) procedures.
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 systems administration and support field of work and include access to:
technical environment with a variety of operational equipment
maintenance procedures, software and tools
technical manuals
records and documentation
organisation health and safety 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 | 1.1, 1.2, 2.3, 2.4, 2.7, 3.2 | Integrates and evaluates a range of textual information to record and maintain appropriate procedures while adhering to appropriate standards |
Writing | 1.3, 3.2, 3.3 | Conveys specific information using clear and precise language and the appropriate format for audience and purpose, and records information for internal reference |
Oral Communication | 1.3, 2.6, 3.3 | Articulates clearly using appropriate language and listening and questioning techniques to report data and confirm proposed plans |
Numeracy | 2.5, 2.7 | Recognises and applies familiar measurements relating to time durations |
Navigate the world of work | 3.1, 3.2, 3.3 | Understands how own role meshes with others and contributes to broader work goals when addressing organisational standards and reporting to appropriate persons |
Interact with others | 1.3, 2.6, 3.3 | Generally understands what to communicate, with whom and how when reporting problems, gaining approval for plans and reviewing and updating data and reporting outcomes |
Get the work done | 1.1, 1.2, 2.1-2.7, 3.1-3.3 | Plans a range of routine and some non-routine maintenance tasks, and repair or replacement of faulty equipment, accepting stated goals and aiming to achieve them efficiently Selects from a range of predetermined options in routine situations, identifying and taking situational factors into account when determining whether procedures can be handled internally Selects from a range of predetermined options when diagnosing and repairing faults, identifying and taking situational factors into account Understands key principles and concepts that underpin the design and operation of digital systems and tools, and applies these when troubleshooting existing technology, repairing faults and making recommendations for future maintenance |
Sectors
Systems administration and support