City of Dublin Education & Training Board. Programme Module for. Front Line Technical Support Skills. Leading to. Level 6 FETAC 6N2056

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1 City of Dublin Education & Training Board Programme Module for Front Line Technical Support Skills Leading to Level 6 FETAC Front Line Technical Support Skills 6N2056 Version 3 1

2 Introduction This programme module may be delivered as a standalone module leading to certification in a FETAC minor award. It may also be delivered as part of an overall validated programme leading to a Level 6 FETAC Certificate. The teacher/tutor should familiarise themselves with the information contained in City of Dublin Education & Training Board s programme descriptor for the relevant validated programme prior to delivering this programme module. The programme module is structured as follows: 1. Title of Programme Module 2. FETAC Component Title and Code 3. Duration in hours 4. Credit Value of FETAC Component 5. Status 6. Special Requirements 7. Aim of the Programme Module 8. Objectives of the Programme Module 9. Learning Outcomes 10. Indicative Content 11. Assessment a. Assessment Technique(s) b. Mapping of Learning Outcomes to Assessment Technique(s) c. Guidelines for Assessment Activities 12. Grading 13. Learner Marking Sheet(s), including Assessment Criteria Integrated Delivery and Assessment The teacher/tutor is encouraged to integrate the delivery of content where an overlap between content of this programme module and one or more other programme modules is identified. This programme module will facilitate the learner to develop the academic and vocational language, literacy and numeracy skills relevant to the themes and content of the module. Likewise the teacher/tutor is encouraged to integrate assessment where there is an opportunity to facilitate a learner to produce one piece of assessment evidence which demonstrates the learning outcomes from more than one programme module. The integration of the delivery and assessment of level 6 Communications and level 6 Mathematics modules with that of other level 6 modules is specifically encouraged, as appropriate. Indicative Content The indicative content in Section 10 does not cover all teaching possibilities. The teacher/tutor is encouraged to be creative in devising and implementing other approaches, as appropriate. The use of examples is there to provide suggestions. The teacher/tutor is free to use other examples, as appropriate. The indicative content ensures all learning outcomes are addressed but it may not Version 3 2

3 follow the same sequence as that in which the learning outcomes are listed in Section 9. It is the teacher s/tutor s responsibility to ensure that all learning outcomes are included in the delivery of this programme module. Version 3 3

4 1. Title of Programme Module Front Line Technical Support Skills 2. Component Name and Code FRONT LINE TECHNICAL SUPPORT SKILLS 6N Duration in Hours Credit Value Status This programme module may be compulsory or optional within the context of the validated programme. Please refer to the relevant programme descriptor, Section 9 Programme Structure 6. Special Requirements There are no specific validation requirements 7. Aim of the Programme Module This programme module aims to equip the learners with the knowledge to operate effectively in a technical support call centre environment to troubleshoot and resolve customer telecommunications queries and network issues. 8. Objectives of the Programme Module To understand Internet and Call Centre Systems and Applications To facilitate troubleshooting techniques and query resolution To create effective communication and analytical skills To understand network fundamentals and internet connectivity and apply network management techniques. To assist the learner to develop the academic and vocational language, mathematical and communication skills related to Front Line Technical Support Skills through the medium of the indicative content To enable the learner to exercise substantial personal autonomy and responsibility. Version 3 4

5 9. Learning Outcomes of Level 6 Learners will be able to: 1. Examine the role and responsibilities of a Front Line Technical Support Agent. 2. Analyse the call centre s IT applications and systems. 3. Appraise customer queries, providing technical expertise and understanding to troubleshoot and resolve customer problems. 4. Explain the basic concepts of information technology. 5. Examine the fundamentals of the internet and different types of Internet Connections. 6. Describe the set up and management of network systems and the Telecommunications Network. 7. Apply Troubleshooting techniques and tools to effectively and efficiently resolve Telecommunications networking connectivity issues. 8. Demonstrate a broad range of communication, listening and customer care skills in dealing with a range of customers and calls. 9. Employ a high level of analytical, problem solving, customer care and technical skills to provide solutions to customer queries. 10. Troubleshoot and resolve customer queries. 11. Navigate multiple software applications simultaneously. Version 3 5

6 10. Indicative Content This section provides suggestions for programme content but is not intended to be prescriptive. The programme module can be delivered through classroom based learning activities, group discussions, one-to-one tutorials, field trips, case studies, role play and other suitable activities, as appropriate. Section 1 : Technical Support and Communication Skills Learning Outcomes 1,2,3,8 To facilitate the learner to examine the role and responsibilities of a Front Line Technical Support Agent.(Learning Outcome 1) - Understand the importance of working as a team.(lo1) - Follow agreed company procedures in all situations.(lo1) - Understand the concepts such as Known errors and Key Performance Indicators. (LO1) - Agree Solution with customers which are consistent with organisational policy.(l01) To facilitate the learner to analyse the call centre s IT applications and systems.(learning Outcome 2) - Understand technological systems and processes used by national and international technical support units. (LO2) - Use Help Desk software to detect issues, log issues, categorise issues, prioritize issues, investigate and diagnose issues, solve issues and close issues.(l02) - Utilise efficient problem logging techniques to ensure all necessary information relating to the incident is captured when creating the problem. (L02) - Identify appropriate enterprise software to meet technical support requirements e.g. Help Desk software.(l02) - Understand the importance of applying accurate categorisation of problems.(lo2) To facilitate the learner to appraise customer queries, providing technical expertise and understanding to troubleshoot and resolve customer problems.(learning Outcome 3) - Use a range of questioning techniques to form an accurate impression of customer s requirements.(lo3) - Use adequate problem detection techniques to identify problems. Be aware of trend analysis to help provide a proactive approach.(lo3) Ensure adequate prioritisation is applied to problems and understand the concept of Version 3 6

7 business critical problems.(lo3) Suggest alternative solutions, products or services where appropriate.(lo3) To facilitate the learner to demonstrate a broad range of communication, listening and customer care skills in dealing with a range of customers and calls.(learning Outcome 8) - Convey Information in a clear positive assertive tone by phone, or instant messenger.(lo8) - Convey information which is accurate, prompt and relevant to customer s requirements(lo8) - Use active listening techniques when dealing with phone queries to form an accurate impression of customer s requirements.(lo8) - Adapt personal style of communication to different customers and situations.(lo8) - Use a range of tone, pitch and voice modification to ensure clear self-expression when using telephone.(lo8) - Take control of communications where customers have difficulty expressing and describing their problem.(lo8) - Confirm customers understanding of any agreements reached.(lo8) Section 2: Information Technology and the Internet Learning Outcomes 4,5,11 To facilitate the learner to explain the basic concepts of information technology and to navigate multiple software applications simultaneously. (Learning Outcome 4 & Learning Outcome 11) - Use the internet to compose, send, receive and store electronic mail to include attaching a file to an and managing folders.(lo4) - Use the internet to search for, retrieve, store, send and receive information.(l04)(l11) - Use adequate IT systems to meet the storage requirements of a technical support centre. (L04) To facilitate the learner to examine the fundamentals of the internet and different types of Internet Connections.(Learning Outcome 5) & (Learning Outcome 11) - Explore the uses of collaborative applications to include wikis and shared documents such as Google Docs.(LO5)(L11) - Effective use of instant messenger software.(l05)(l11) Version 3 7

8 - Use the internet to gain remote access to technologies which are not physically accessible.(l05) Section 3: Network Systems and Connectivity Issues Learning Outcomes 5,6,7 To facilitate the learner to examine the fundamentals of the internet and different types of Internet Connections.(Learning Outcome 5) Install Wireless Networks (L05) To include the following - Access point placement - Wireless Antenna Types - Wireless Interface - Wireless channels and frequencies - Wireless standards - Wireless Compatibility DHCP (L05) - Understanding key concepts such as Addressing, reservations, scopes, leases and options. WAN Technologies & LAN Technologies (L05) Describe the set up and management of network systems and the Telecommunications Network.(Learning Outcome 6) Install Routers and Switches (L06) For example - Configuring routing tables - Configuring NAT and PAT - Configuring VLAN s - Managed vs Unmanaged switches - Interface Configurations - Power over Ethernet - Traffic Filtering - Switch and Routing diagnostics - VLAN trunking protocol - Port Mirroring Media Types & Connector Types (L06) For example - Multimode and single mode fiber. - UTP, STP and coaxial cabling. - Cable categories. - Crossover and straight through cables. - Plenum and non plenum cabling. - Converting media. - Media distance and speed limitations. - Broadband over powerline. Network Topologies (L06) For example Version 3 8

9 - MPLS Networks - Client Server and peer to peer networks - Wire schemes - Network Maps - Documentation Configuration Management Documentation(L06) For example Wireless Security (L06) To include the following - Understanding WEP, WPA and WPA2 - MAC Address filtering - Device placement and signal strength Network Access Security (L06) To include the following - Access control Lists - Tunneling and Encryption - IPSec - Remote Access Firewalls (L06) To include the following - Software and Hardware Firewalls - Firewall Rules To facilitate the learner to apply Troubleshooting techniques and tools to effectively and efficiently resolve Telecommunications networking connectivity issues.(learning Outcome 7) - Load balancers - Proxy Servers - Content Filters Network Appliances (L07) To include Software Tools (L07) To include - Ping - Traceroute - NSlookup and Dig - IPconfig and Ifconfig - ARP - NbtStat - Netstat - Route Network Monitoring (L07) For example - SNMP - Syslog Version 3 9

10 - Using Traffic Analysis Network Performance Optimization (L07) For example - Optimising Network Performance - QoS and Traffic shaping - High Availability and Fault Tolerance - Caching Engines Network Security Appliances (L07) For example - IPS and IDS - Vulnerability Scanning Honeypots Section 4: Troubleshooting And Query Analysis Learning Outcomes 9,10 To facilitate the learner to employ a high level of analytical, problem solving, customer care and technical skills to provide solutions to customer queries.(learning Outcome 9) - Network Troubleshooting Methodology(L09) To facilitate the learner to troubleshoot and resolve customer queries.(learning Outcome 10) Troubleshooting Tools(L10) To include the following - Crimpers - Linemans Handset - Toner Probes - Punch Down Tools - Protocol Analysers - Loopback Plugs - TDR AND ODTR - Multimeters - Environmental Monitors Troubleshooting Wireless Problems(L10) -Understand how to troubleshoot wireless signal issues and wireless configurations Troubleshooting Routers and Switches(L10) Troubleshooting the following - Switch Loops - Network Cabling - Port Configuration - VLAN Assignments - Mismatched MTU s Version 3 10

11 - Power Failures - Routing - Bad Fiber Modules - Subnet Masks and Gateways - Duplicate IP Addresses - DNS Troubleshooting Physical Connectivity(L10) - Troubleshooting the following - Bad Connectors - Opens and Shorts - Split Cables - db Loss - Transmit Receive Reversal - Cable Placement, EMI and Interference - Crosstalk Version 3 11

12 11. Assessment 11a. Assessment Techniques Skills Demonstration: 40% Examination Theory: 30% Examination Practical: 30% 11b. Mapping of Learning Outcomes to Assessment Techniques In order to ensure that the learner is facilitated to demonstrate the achievement of all learning outcomes from the component specification; each learning outcome is mapped to an assessment technique(s). This mapping should not restrict an assessor from taking an integrated approach to assessment. Learning Outcome Assessment Technique 1. Examine the role and responsibility of a frontline technical support Examination Theory agent 2. Analyse the Call centres IT applications and systems Skills Demonstration 3. Appraise Customer Queries, providing technical expertise and Examination understanding to troubleshoot and resolve customer problems Practical 4. Explain the basic concepts of Internet Technology Examination Theory 5. Examine the fundamentals of the Internet and different types of Examination Theory Internet connection. 6. Describe the set up and management of Network systems and telecommunications networking connectivity issues Examination Practical 7. Apply troubleshooting techniques and tools to effectively and efficiently resolve Telecommunications networking connectivity Examination Practical issues 8. Demonstrate a broad range of communication, listening and customer care skills in dealing with a range of customers and calls. Skills demonstration 9. Employ a high level of analytical, problem solving, customer care and technical skills to provide solutions to customers queries Skills Demonstration 10. Troubleshoot and resolve customer queries Examination Practical 11. Navigate multiple applications simultaneously Skills demonstration Version 3 12

13 11c. Guidelines for Assessment Activities The assessor is required to devise assessment briefs and marking schemes for the Skills Demonstration. The assessor is required to devise assessment briefs and marking schemes for the Examination Practical. The assessor is required to devise examination papers, marking schemes and outline solutions for the Examination. In devising the assessment briefs, care should be taken to ensure that the learner is given the opportunity to show evidence of achievement of ALL the learning outcomes. Assessment briefs may be designed to allow the learner to make use of a wide range of media in presenting assessment evidence, as appropriate. Quality assured procedures must be in place to ensure the reliability of learner evidence. Skills Demonstration 40% This skills demonstration may be carried out within a reasonable time after the program content has been delivered. Learning Outcomes 2,8,9,11 This collection of work requires the learner to: - Demonstrate an ability to troubleshoot a network connectivity issue. - Develop an ability to troubleshoot routers and switches. - Demonstrate an ability to troubleshoot physical connectivity problems. - Demonstrate an understanding of media types and network topologies. - Demonstrate an ability to monitor networks and use network appliances. - Develop appropriate configuration management documentation such as wire schemes and network maps. - With the aid of a diagram explain the steps in your Network troubleshooting process. Report Learner submits reports documenting the issues he was confronted with. Details of how he/she identified the problem including how he/she established probable cause or causes. An explanation of how the theory was tested to determine the cause. The users plan of action to resolve the problem. An explanation of how the solution was implemented. Details of steps taken to ensure full system functionality. Details of any preventative measures taken if possible. A complete list of findings, actions and outcomes. Examination Practical 30% Version 3 13

14 This Practical Examination may be performed within a reasonable time after the program content has been delivered. Learning Outcomes 3,6,7,10 The learner will be required to: - Answer the phone and deal with a stakeholders issue - Through a series of questions gain an understanding of the users requirements. - Efficiently log all relevant information relating to the incident. - Apply correct categorisation of the issue - Remotely access users computer to perform further investigation - Use adequate problem detection techniques to identify problems. - Confirm customers understanding of any agreements reached. - Solve and close the issue on the helpdesk management system. - Performance: The practical performance should last at least 15 minutes and demonstrate an understanding of Call centres IT applications and systems, an understanding of a broad range of communication, listening and customer care skills in dealing with a range of customers and calls, demonstrate a high level of analytical thinking, problem solving, customer care and technical skills to provide solutions to customers queries and the learner should demonstrate the ability to navigate multiple applications simultaneously Version 3 14

15 Examination Theory Learning Outcomes 1,4,5 30% The internal assessor will devise a theory based examination that assesses candidates ability to recall and apply theory and understanding, requiring responses to structured questions. These questions may be answered in different media such as in writing or orally. The examination will be based on a range of specific learning outcomes. The examination will be 1.5 hours in duration. The format of the examination will be as follows: 3 structured questions Candidates are required to answer all 3 questions ( 10 marks each ) Question 1 Question 2 Question 3 10 marks 10 marks 10 marks 12. Grading Distinction: 80% - 100% Merit: 65% - 79% Pass: 50% - 64% Unsuccessful: 0% - 49% At levels 4, 5 and 6 major and minor awards will be graded. The grade achieved for the major award will be determined by the grades achieved in the minor awards. Version 3 15

16 Front Line Technical Support Skills 6N2056 Learner Marking Sheet 1 Skills Demonstration 40% Learner s Name: Learner s PPSN: Assessment Criteria - Evidence of ability to troubleshoot Network Connectivity issue - Evidence of ability to troubleshoot routers and switches - Evidence of ability to troubleshoot physical connectivity problems Maximum Mark Learner Mark - Evidence of understanding of media types and network topologies 10 - Evidence of ability to monitor Networks and use Network appliances 10 - Evidence of understanding of Networking methodologies and management documentation 10 Total Mark 40 Assessor s Signature: Date: External Authenticator s Signature: Date: Version 3 16

17 Front Line Technical Support Skills 6N2056 Learner Marking Sheet 2 Examination Practical 30% Learner s Name: Learner s PPSN: Assessment Criteria - Efficient use of telephone techniques - Effective use of verbal communication skills - Effective use of questioning to ascertain issue at hand Maximum Mark Learner Mark - Evidence of ability to log all relevant information. - Evidence of ability to apply correct categorisation to issue - Evidence of ability to differentiate between a range of potential problems and resolve the issue at hand - Evidence of ability to access remote systems Evidence of ability to explain issue to customer and to confirm customers understanding of issue 5 - Solve and close the issue on the helpdesk management system 2 Total Mark 30 Assessor s Signature: Date: External Authenticator s Signature: Date: Version 3 17

18 Front Line Technical Support Skills 6N2056 Learner Marking Sheet3 Examination Theory 30% Learner s Name: Learner s PPSN: Assessment Criteria Answer all 3 questions Question No.:* Maximum Mark Learner Mark Subtotal 30 Total Mark 30 Assessor s Signature: Date: External Authenticator s Signature: Date: Version 3 18

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