ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Research fault background

1.1 Analyse current, relevant data and previous actions taken by other personnel

1.2 Research areas of similarity to network fault

1.3 Develop commercial and technical strategies with equipment vendor and NOC for diagnosing the fault

1.4 Address and discuss all work health and safety (WHS) issues with relevant personnel

1.5 Obtain appropriate clearance and access to network equipment, software and firmware codes where they apply

2. Diagnose fault

2.1 Apply a methodical approach to isolate and diagnose the problem

2.2 Simulate fault in a workshop or laboratory environment if possible

2.3 Seek support from the vendor while investigation progresses

2.4 Instruct on-site technical staff to run appropriate tests and analyse results

2.5 Diagnose network fault using established methodical strategies in a timely fashion without undue disruption to other services

2.6 Develop a plan to rectify the fault

3. Organise fault rectification

3.1 Recommend fault rectification plan to the NOC, including any outages, seek approval and adjust plans accordingly

3.2 Instruct on-site repairers with clear and methodical instructions on how to proceed in rectifying the fault

3.3 Organise replacement or repair of faulty equipment with appropriate advice from vendors and manufacturers

3.4 Reconfigure replaced or repaired equipment and test rectified fault to ensure required performance

3.5 Notify NOC, affected customers and on-site staff of fault rectification

4. Report and document fault details and rectification

4.1 Notify vendors of repair details and recommend changes to equipment design where appropriate

4.2 Conduct cause and effect studies and forward results to the appropriate area for necessary action

4.3 Complete all administrative tasks and prepare a report including deficiencies, analysis and recommendations

Skill

Performance

Criteria

Description

Reading

1.1, 1.2

Organises, evaluates and interprets technical specifications and standards from a range of complex texts

Writing

2.6, 3.1, 4.2, 4.3

Prepares clear and concise workplace documentation, including training instructions and reports, incorporating technical language to communicate complex information clearly and effectively

Oral Communication

2.3, 2.4, 3.1, 3.2, 3.5, 4.1

Clearly articulates requirements using language, tone and pace appropriate to audience and environment

Uses active listening, observational and questioning techniques to identify different perspectives and confirm, clarify or revise understanding

Numeracy

1.1

Extracts and evaluates technical data, including equipment specifications

Interact with others

1.3, 2.3, 3.5, 4.1, 4.2

Selects and uses appropriate conventions and protocols when communicating with customers, vendors or technical personnel in a range of work contexts

Get the work done

1.3, 1.4, 2.1, 2.2, 2.5, 3.3, 3.4

Uses a combination of formal, logical planning processes and an increasingly intuitive understanding of context for complex, high-impact activities with strategic implications

Demonstrates a sophisticated understanding of principles, concepts, language and practices associated with the digital world and uses these to troubleshoot and diagnose issues

Uses systematic, analytical processes in complex, non-routine situations, setting goals, gathering relevant information and identifying and evaluating options against agreed criteria

Uses formal, analytical and lateral thinking techniques for diagnosing issues, generating and evaluating possible solutions and escalating issues to others when appropriate