| Work Function: A. Perform Troubleshooting |
| Key Activity: A1. Analyze problem and research solutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze and prioritize information. | Somewhat Important |
| | | Ability to use written and electronic documentation. | Important |
| | | Ability to gather information. | Somewhat Important |
| | | Ability to troubleshoot failures. | Important |
| | | Ability to recognize and respond to customer needs and demonstrate commitment to customer. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of troubleshooting methods. | Important |
| | | Knowledge of sources of relevant technical data. | Important |
| | | Ability to prioritize possible solutions based on technical criteria. | Somewhat Important |
| | | Knowledge of escalation procedures. | Important |
| | | Ability to identify and resolve technical conflicts. | Important |
| Key Activity: A2. Query existing knowledge base |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to select appropriate information. | Important |
| | | Ability to identify basic concepts and elicit relevant details. | Somewhat Important |
| | | Ability to clarify communication. | Important |
| | | Ability to qualify/analyze information. | Important |
| | | Ability to interpret and summarize information. | Important |
| | Technical Knowledge |
| | | Knowledge of networks and online tools and resources. | Important |
| | | Ability to read and interpret technical diagrams and decision trees. | Somewhat Important |
| Key Activity: A3. Identify, test and implement solutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to interpret information. | Important |
| | | Ability to apply rules/principles to process/procedure and use logic to draw conclusions. | Important |
| | | Ability to approach problem in a logical and systematic manner. | Important |
| | | Ability to read and follow written instructions. | Important |
| | | Ability to interpret pictures and diagrams. | Important |
| | | Ability to analyze situations and formulate task sequence. | Important |
| | | Ability to predict outcomes based on experience. | Important |
| | | Ability to think creatively while analyzing problems. | Important |
| | Technical Knowledge |
| | | Knowledge of test instruments. | Important |
| | | Knowledge of test methods. | Somewhat Important |
| | | Knowledge of systematic methods of solving technical problems. | Important |
| | | Ability to replace components when appropriate. | Important |
| | | Ability to remove, repair or replace modules and subassemblies as appropriate. | Important |
| | | Knowledge of applications and diagnostic programs. | Important |
| | | Knowledge of basic networking components, equipment, protocols and troubleshooting practices. | Important |
| | | Knowledge of relevant safety and environmental rules. | Important |
| Key Activity: A7. Document hardware and software problems and resolutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to create detailed supporting documents. | Important |
| | | Ability to use appropriate language and terminology. | Somewhat Important |
| | | Ability to accurately summarize and document information. | Important |
| | | Ability to communicate effectively with diverse audiences. | Important |
| | Technical Knowledge |
| | | Knowledge of documentation tools. | Somewhat Important |
| | | Knowledge of technical terms. | Important |
| | | Knowledge of documentation processes and procedures. | Important |
| Work Function: B. Provide Facilitation and Customer Service |
| Key Activity: B1. Gather and analyze customer input |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze information. | Somewhat Important |
| | | Ability to probe for underlying issues and pose critical questions. | Somewhat Important |
| | | Ability to contribute to an open communication environment. | Important |
| | Technical Knowledge |
| | | Knowledge of information gathering methods and techniques. | Important |
| | | Knowledge of applicable documentation procedures. | Somewhat Important |
| Key Activity: B8. Document, communicate and resolve customer feedback and requests |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to summarize/paraphrase information. | Somewhat Important |
| | | Ability to use word processing, database tools and presentation software. | Somewhat Important |
| | | Ability to be an advocate for customers within the organization. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of communication procedures for customer feedback and requests. | Somewhat Important |
| | | Knowledge of escalation procedures and processes. | Important |
| | | Knowledge of tracking systems and software. | Somewhat Important |