1 Computer Network & ICT Support Technician The general competencies and skills enlisted in this document encompass the principle background needed for a Computer Network & ICT Support Technician to carry out a professional job in the related technical disciplines. Disciplines A competent Computer Network & ICT Support Technician is expected to be generally familiar with the following disciplines: Computational methods Network design and administration Software development and Scripting Computer architecture and hardware Administration of servers and business systems Testing, troubleshooting and fault repairs Operating systems Desktop applications and related support End user support Systems analysis, design Internet, intranet, multimedia and website technologies Entrepreneurship
2 Knowledge, Competencies and Skills The candidate applying to be trade tested for the Certificate of Competence should be in possession of the majority of the following knowledge, competencies & skills: Essential Background Computer architecture and relevant computational background. Server and desktop hardware setup. Operating system installation, configuration and administration. Network design and administration. Software and peripheral drivers installation. General troubleshooting and fault repair. Dealing with clients in a helpdesk environment. Hands-on knowledge of computer hardware components. Assembling a PC or server. The appropriate tools to utilise in handling the hardware. Applying the right precautions in carrying out a computer assembly. Identifying and troubleshooting common computer hardware problems. Utilising the appropriate software to test hardware components / drivers. Operating Systems Hands-on knowledge of installing desktop and server operating systems. Configuring and administering operating systems. Differences between the various types of available operating systems. Microsoft operating systems and Active Directory infrastructures. Unix operating systems. Basic operating system user management. Troubleshooting and repairing operating system problems. Security best practices applicable to operating systems. Basic scripting of administrative functions.
3 Network Design and Administration Basics of networking design concepts, topologies and the OSI Model. Common networking protocols, including TCP/IP. IP addresses, subnets and network routing concepts. Common protocol services, such as DNS, HTTP, FTP, SMTP, SNMP, etc. Different types of bearer technologies (copper, fibre, WiFi, 3G, etc.) Implementing a Local Area Network. Termination of structured cabling. Configuration of network routers. Internet, intranet and website technologies. Security best practices applicable to network environments. Troubleshooting and repair of a network environment. Business and Desktop Application Support Common server applications such as , groupware and file shares. Common desktop applications, including office automation and design tools. Troubleshooting and repair of software and peripheral drivers. Follow-up and closure on end user support problem resolution.
4 Assessment Criteria Introduction The following is a detailed description of the assessment criteria to be adopted by the Trade Testing Board (hereafter referred to as the Board) to reach a final decision on the award of Certificate of Competence. Trade Test As defined in the Standard Operating Procedure, the trade test is to be made up of the following components: Theoretical Test Practical Test Interview The maximum mark for these components and the minimum pass mark are as indicated below: Component Maximum Mark Pass Mark Theoretical Test % Practical Test % Interview %
5 The Theoretical Test The theoretical test is composed of an exam paper drafted by the board and consists of 100 questions that the candidate is expected to answer in 2 hours or less. The questions may be multiple choice or may require a written answer. These questions will broadly cover a wide range of technologies and skills according to the above list that the candidate should be familiar with. This theoretical exam carries a maximum mark of 100, with each question carrying 1 mark.
6 The Practical Test The practical component carries a maximum mark of 100. The composition of the test may vary, but will generally involve a guided set of tasks that the candidate will need to complete in 4 hours or less. In particular, this test will validate the following: The understanding of the theoretical components learned during the course of studies as they apply in practice. The ability of analysing a situation from an Information Systems and business requirement point of view. The capability to independently design and implement a solution appropriate for a given problem. Hands-on knowledge of computer hardware, operating systems, networking and software technologies. The skill to troubleshoot and fix hardware, network and software problems. Knowledge and application of industry best practices. Capability to effectively perform and deliver to adequate standards under pressure and in the face of unexpected problems. The ability to adequately and completely report on work carried out. Detailed scoring of the practical test will depend on the nature of the exercise. However, this will in general individually assess skill areas including, but not limited to: Hardware setup and troubleshooting. Operating system and software installation and troubleshooting. Network configuration and troubleshooting Peripheral configuration and troubleshooting. Documentation, reporting and presentation
7 The Interview All candidates will be called to an interview held by the Board in order to assess not only the technical proficiency of the candidate, but also the level of interpersonal skills as may be applicable to the corresponding line of work within the industry. The interview will consist of questions and discussions with the candidate with a view to assess the candidate s abilities with respect to industry requirements. The Board in general will assess Adequate knowledge of any of the applicable areas of study. Reasonable knowledge of the current commercial technologies Ability to communicate this knowledge to third parties at the right level of detail. Hands-on experience in administering and troubleshooting computer hardware, operating systems, networks and software. Interpersonal communication skills. Client handling skills. The interview carries a total mark of 100, which will be scored according to the ability of the candidate to demonstrate the above within following main areas: Area Maximum Mark Breadth and depth of technical knowledge, as well as familiarity with the state of the art of relevant technology. 50 Capability to troubleshoot technical issues and handle unfamiliar problems. 25 Interpersonal communication skills and client handling skills. 25
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