Information communication technician

KSBs

Knowledge

K1: Approaches to back up and storage solutions Back to Duty

K2: Basic elements of technical documentation and its interpretation Back to Duty

K3: Principles of root cause problem solving using fault diagnostics for troubleshooting Back to Duty

K4: Principles of basic network addressing for example binary Back to Duty

K5: basic awareness of the principles of cloud and cloud-based services Back to Duty

K6: fundamental principles of virtual networks and components Back to Duty

K7: Principles of cultural awareness and how diversity impacts on delivery of support tasks. Back to Duty

K8: Methods of communication including level of technical terminology to use to technical and non-technical stakeholders Back to Duty

K9: Different types of maintenance and preventative measures to reduce the incidence of faults Back to Duty

K10: key principles of Security including the role of People, Product and Process in secure systems for example access and encryption requirements Back to Duty

K11: fundamentals of physical networks and components Back to Duty

K12: fundamental principles of operating systems, hardware system architectures and devices Back to Duty

K13: principles of remote operation of devices including how to deploy and securely integrate mobile devices into a network Back to Duty

K14: fundamental principles of peripherals for example: printers and scanners Back to Duty

K15: approaches to documenting tasks, findings, actions taken and outcome for example, use of task tracking and ticketing systems Back to Duty

K16: principles of virtualisation of servers, applications and networks Back to Duty

K17: principles of disaster recovery, how a disaster recovery plan works and their role within it Back to Duty

K18: principles of Test Plans, their role and significance Back to Duty

K19: fundamentals of purpose, creation and maintenance of asset registers Back to Duty

K20: approaches to system upgrades and updates and their significance Back to Duty

K21: approaches to interpretation of log files, event viewer and system tools Back to Duty

K22: basic awareness of legislation in relation to disposal of waste materials for example Waste Electronic and Electrical regulations (WEEE) Back to Duty

K23: basic elements of network infrastructure architectures including WiFi and wired networks Back to Duty

K24: Basic elements of network communication architectures Back to Duty

K25: awareness of the purpose of firewalls Back to Duty

K26: different types of connectivity and cabling Back to Duty

K27: awareness of network protocols Back to Duty

K28: The purpose of digital communications technologies Back to Duty

K29: Main factors affecting network performance including faults and error control Back to Duty

K30: Principles of digital test and diagnostic equipment usage Back to Duty

K31: Basic principles of VPN and Remote Access Security for example transmission technologies Back to Duty

K32: Principles of OSI layers Back to Duty

K33: Principles of cloud and network architecture (including WiFi) Back to Duty

K34: Principles of DNS / DHCP Back to Duty

K35: Awareness of Cloud platforms, such as AWS, Azure, or GCP Back to Duty

K36: Principles of LANs and WANs Back to Duty

K37: Approaches to virtualisation of servers, applications and networks Back to Duty

K38: Principles of network protocols Back to Duty

K39: Principles of API’s and Web Services Back to Duty

K40: The different types of cloud storage Back to Duty

K41: Back up procedures and their importance Back to Duty

K42: Principles of databases and migration Back to Duty

K43: Key principles of Cloud Security and firewalls Back to Duty

K44: Awareness of DevOps methodology and tools, such as Puppet, Chef, Git, Docker Back to Duty

Skills

S1: Interpret and prioritise internal or external customer’s requirements in line with organisation’s policy Back to Duty

S2: Apply the appropriate tools and techniques to undertake fault finding and rectification Back to Duty

S3: apply Continuous Professional Development to support necessary business output and technical developments Back to Duty

S4: Operate safely and securely across platforms and responsibilities Back to Duty

S5: Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate Back to Duty

S6: Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders Back to Duty

S7: Manage and prioritise the allocated workload effectively making best use of time and resources Back to Duty

S8: Complete documentation relevant to the task and escalate where appropriate Back to Duty

S9: Install or undertake basic software upgrades,either physically or remotely Back to Duty

S10: Establish and diagnose the extent of the IT support task, in line with the organisation’s policies and SLA’s Back to Duty

S11: Identify and scope the best solution informed by the system data associated with the task Back to Duty

S12: Test and evaluate the system’s performance and compliance with customer requirements. Back to Duty

S13: Provide remote/F2F support to resolve customer requirements Back to Duty

S14: Escalate non routine problems in line with procedures Back to Duty

S15: Use basic scripting to execute the relevant tasks for example PowerShell, Linux Back to Duty

S16: Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times Back to Duty

S17: Apply the necessary security, in line with access and/or encryption requirements Back to Duty

S18: Establish digital communication or telecommunications systems through, for example cabling and connecting equipment. Back to Duty

S19: Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements. Back to Duty

S20: Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer requirements Back to Duty

S21: Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy Back to Duty

S22: Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task Back to Duty

S23: Use a range of Cabling or Connectors equipment in line with technical requirements Back to Duty

S24: Test and evaluate network environments Back to Duty

S25: Monitor performance and usage of a network Back to Duty

S26: Deploy applications on a network Back to Duty

S27: Set up storage and data access for staff Back to Duty

S28: Apply necessary security measures , in line with access requirements to a network Back to Duty

S29: Carry out routine maintenance across network systems, ensuring organisational compliance always Back to Duty

S30: Monitor network-related workloads including DNS and firewalls Back to Duty

S31: Install or undertake basic upgrades, either physically or remotely Back to Duty

Behaviours

B1: Works professionally, taking initiative as appropriate Back to Duty

B2: Communicates technical and non-technical information in a variety of situations to support effective working with internal or external stakeholders Back to Duty

B3: Demonstrates a productive and organised approach to their work Back to Duty

B4: Self-motivated, for example takes responsibility to complete the job. Back to Duty