| Work Function: A. Perform Troubleshooting |
| Key Activity: A1. Analyze problem and research solutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze and prioritize information. | Important |
| | | Ability to use written and electronic documentation. | Important |
| | | Ability to gather information. | Important |
| | | Ability to troubleshoot failures. | Important |
| | | Ability to recognize and respond to customer needs and demonstrate commitment to customer. | 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. | 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. | Important |
| | | Ability to clarify communication. | Important |
| | | Ability to qualify/analyze information. | Important |
| | | Ability to interpret and summarize information. | Important |
| | Technical Knowledge |
| | | Knowledge of how data is gathered, stored and manipulated in a database. | Important |
| | | Knowledge of Boolean techniques applied to search engines. | Important |
| | | Knowledge of how to query a database and interpret responses. | Important |
| | | Knowledge of networks and online tools and resources. | Important |
| | | Ability to read and interpret technical diagrams and decision trees. | 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 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. | 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: A4. Manage problem resolution |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to present complex technical information. | Important |
| | | Ability to follow proper procedures and work within established guidelines. | Important |
| | | Ability to apply technology in an effective manner. | Important |
| | | Ability to create original documents and detailed supporting documents. | Important |
| | | Ability to be an advocate for the customers within the organization. | Important |
| | Technical Knowledge |
| | | Knowledge of relevant technical data. | Important |
| | | Knowledge of resolution tools and processes. | Important |
| | | Knowledge of relevant physical inventory access and control procedures. | Important |
| | | Knowledge of escalation procedures. | Important |
| | | Knowledge of change control procedures. | Important |
| Key Activity: A5. Communicate technical solutions and implementation processes |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze and consider multiple viewpoints. | Important |
| | | Ability to work in a team environment. | Important |
| | | Ability to recognize and respond to customer needs and demonstrate commitment to customer. | Important |
| | | Ability to interpret information, prepare basic summaries and reports and select method of communication. | Important |
| | | Ability to present complex technical ideas/information. | Important |
| | | Ability to demonstrate commitment to team goals, work to improve team skills and encourage/support team members. | Important |
| | Technical Knowledge |
| | | Knowledge of technical communications processes. | Important |
| | | Ability to communicate appropriately to different audiences and organizational levels. | Important |
| | | Ability to record data in knowledge bases using proper key words. | Important |
| Key Activity: A6. Implement long-range solutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze situations and predict outcomes based on knowledge or prior experience. | Important |
| | | Ability to plan according to resource constraints and requirements. | Important |
| | | Ability to prioritize tasks. | Important |
| | | Ability to examine the situation, analyze possible causes and recommend action. | Important |
| | Technical Knowledge |
| | | Knowledge of technical specifications. | Important |
| | | Knowledge of documentation procedures. | Important |
| | | Ability to compare and analyze sets of technical data. | Important |
| Key Activity: A7. Document hardware and software problems and resolutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to create detailed supporting documents. | Important |
| | | Ability to consider abstract technical situations. | Important |
| | | Ability to use appropriate language and terminology. | Important |
| | | Ability to accurately summarize and document information. | Important |
| | | Ability to communicate effectively with diverse audiences. | Important |
| | | Ability to organize and present technical information in a logical and consistent manner. | Important |
| | Technical Knowledge |
| | | Knowledge of documentation tools. | Important |
| | | Knowledge of technical presentation tools. | 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. | Important |
| | | Ability to probe for underlying issues and pose critical questions. | Important |
| | | Ability to contribute to an open communication environment. | Important |
| | | Ability to identify the need for data and select/obtain information appropriate to the task. | Important |
| | Technical Knowledge |
| | | Ability to determine relevant sources of information. | Important |
| | | Ability to analyze and interpret customer input for expressed and implied issues. | Important |
| | | Knowledge of information gathering methods and techniques. | Important |
| | | Knowledge of applicable documentation procedures. | Important |
| Key Activity: B2. Manage working relationships with customers |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to accept responsibility for own actions and impact on others. | Important |
| | | Ability to demonstrate commitment to personal improvement. | Important |
| | | Ability to recognize and analyze customer needs and resolve conflicts to customer satisfaction. | Important |
| | | Ability to resolve technical issues and obtain customer approval. | Important |
| | | Ability to respond appropriately to others and modify behavior to the situation. | Important |
| | Technical Knowledge |
| | | Knowledge of escalation procedures. | Important |
| | | Knowledge of customer support methodology. | Important |
| | | Knowledge of operating environments, office suite applications, networks, hardware tools and online resources. | Important |
| | | Knowledge of practices of internal, external and global customers. | Important |
| Key Activity: B3. Perform negotiated services |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to detect underlying issues. | Important |
| | | Ability to apply creative thinking to new situations. | Important |
| | | Ability to distinguish between facts. | Important |
| | | Ability to redirect customer to appropriate resources for solutions to needs outside the bounds of assigned responsibilities. | Important |
| | | Ability to recognize and analyze customer needs and resolve conflicts to customer satisfaction. | Important |
| | Technical Knowledge |
| | | Knowledge of available resources and customer needs. | Important |
| | | Knowledge of negotiation variables. | Important |
| | | Knowledge of negotiated agreement parameters. | Important |
| Key Activity: B4. Act as liaison between groups |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze group responses. | Important |
| | | Ability to detect underlying issues. | Important |
| | | Ability to compare multiple viewpoints. | Important |
| | | Ability to summarize/paraphrase information. | Important |
| | | Ability to encourage cooperation/negotiation. | Important |
| | Technical Knowledge |
| | | Knowledge of each group’s functions and responsibilities. | Important |
| | | Knowledge of ultimate goal. | Important |
| | | Knowledge of organizational communication processes. | Important |
| | | Knowledge of interrelations between different organizational groups. | Important |
| Key Activity: B5. Provide training in hardware and software to peers, and to internal and external customers |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to recognize and analyze customer needs and resolve conflicts to customer satisfaction. | Important |
| | | Ability to visualize task sequentially and identify interdependencies. | Important |
| | | Ability to document “lessons learned” succinctly and accurately and create detailed supporting documents. | Important |
| | | Ability to speak clearly and concisely, and to compose and present well-organized presentations. | Important |
| | | Ability to use teaching/learning tools. | Important |
| | | Ability to perform appropriate learning needs assessments and write learning objectives. | Important |
| | | Ability to plan resource needs and constraints. | Important |
| | Technical Knowledge |
| | | Ability to identify key sources of information. | Important |
| | | Knowledge of information gathering methods and company procedures and processes. | Important |
| | | Knowledge of available resources. | Important |
| | | Knowledge of required technical information and ability to organize technical material for ease of learning. | Important |
| | | Ability to create appropriate presentation visuals for technical material. | Important |
| | | Ability to accommodate different learning styles. | Important |
| Key Activity: B6. Manage and prioritize demands from multiple customers |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to prioritize daily tasks, prepare schedule and monitor/adjust task sequence. | Important |
| | | Ability to set and adjust well defined/realistic goals. | Important |
| | | Ability to resolve conflicts to customer satisfaction. | Important |
| | | Ability to communicate appropriate verbal/nonverbal messages. | Important |
| | | Ability to define and communicate workload limits. | Important |
| | | Ability to apply self-management skills and analyze and adjust goals. | Important |
| | Technical Knowledge |
| | | Knowledge of departmental and company guidelines. | Important |
| | | Knowledge of availability of company and customer resources, and ability to access them. | Important |
| | | Knowledge of practices of internal, external and global customers. | Important |
| Key Activity: B7. Solicit customer feedback and apply input to improve quality of service |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to evaluate quality and effectiveness of processes. | Important |
| | | Ability to develop recommendations based on information. | Important |
| | | Ability to summarize/integrate and present information. | Important |
| | | Ability to actively participate in discussions and present complex technical information. | Important |
| | | Ability to select/obtain data/information relevant to the task. | Important |
| | Technical Knowledge |
| | | Knowledge of customer contact and survey processes regarding technical support. | Important |
| | | Ability to analyze and interpret expressed and implied needs. | Important |
| | | Knowledge of service delivery methods and practices. | Important |
| | | Knowledge of customer quality issues. | Important |
| | | Knowledge of continuous quality improvement. | Important |
| Key Activity: B8. Document, communicate and resolve customer feedback and requests |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to summarize/paraphrase information. | Important |
| | | Ability to create original documents. | Important |
| | | Ability to explain concepts and present technical information. | Important |
| | | Ability to use word processing, database tools and presentation software. | Important |
| | | Ability to be an advocate for customers within the organization. | Important |
| | Technical Knowledge |
| | | Knowledge of communication procedures for customer feedback and requests. | Important |
| | | Knowledge of organization chart and roles/responsibilities of company personnel/departments. | Important |
| | | Knowledge of escalation procedures and processes. | Important |
| | | Knowledge of tracking systems and software. | Important |
| Key Activity: B9. Manage customer experience and satisfaction through multiple tiers of the escalation process |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to be an advocate for customers within the organization. | Important |
| | | Ability to explain and present technical concepts and issues. | Important |
| | | Ability to evaluate quality and effectiveness of processes. | Important |
| | | Ability to identify and resolve customer issues to established and expected levels of service. | Important |
| | Technical Knowledge |
| | | Knowledge of escalation procedures and processes. | Important |
| | | Knowledge of quality indicators relating to customer satisfaction. | Important |
| | | Ability to communicate complex technical issues and business implications. | Important |
| | | Knowledge of organization chart and roles/responsibilities of company personnel/departments. | Important |
| Work Function: C. Perform Hardware and Software Installation, Configuration, Upgrades and Network Support |
| Key Activity: C1. Identify and interpret customer requirements |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to pose critical questions. | Important |
| | | Ability to compile multiple viewpoints. | Important |
| | | Ability to identify and prioritize need for data. | Important |
| | | Ability to analyze data and contrast conflicting data. | Important |
| | | Ability to communicate clearly about options and priorities with customers. | Important |
| | Technical Knowledge |
| | | Knowledge of installation processes. | Important |
| | | Ability to query existing knowledge base. | Important |
| | | Knowledge of hardware, software, operating system and networking principles. | Important |
| | | Knowledge of technologies and cultural variables of internal, external and global customers. | Important |
| Key Activity: C2. Evaluate present software and system configuration |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to examine information/data for relevance and accuracy. | Important |
| | | Ability to pose specific technical questions. | Important |
| | | Ability to understand, interpret and recognize the accuracy of information. | Important |
| | Technical Knowledge |
| | | Ability to identify system components. | Important |
| | | Knowledge of multiple operating systems, applications and hardware. | Important |
| | | Knowledge of system configurations and performance characteristics. | Important |
| | | Knowledge of multiple standard configurations within the organization. | Important |
| Key Activity: C3. Develop installation plan |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to generate solutions and devise action plans. | Important |
| | | Ability to create detailed supporting documents. | Important |
| | | Ability to interpret, synthesize and summarize information. | Important |
| | | Ability to respond to customer needs and demonstrate commitment to customer. | Important |
| | | Ability to interpret and clarify communication. | Important |
| | | Ability to prioritize tasks, prepare schedules and monitor task sequences. | Important |
| | Technical Knowledge |
| | | Ability to identify installation-related tasks and sequence them accordingly. | Important |
| | | Ability to utilize and create technical documentation. | Important |
| | | Knowledge of practices of internal, external and global customers. | Important |
| | | Ability to conceive, implement and track technological solutions. | Important |
| | | Knowledge of system network security. | Important |
| | | Knowledge of recovery theories and practices. | Important |
| Key Activity: C4. Install, configure and test system hardware and peripherals |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to read and follow written instructions. | Important |
| | | Ability to interpret pictures and diagrams. | Important |
| | | Ability to examine the situation, analyze possible causes/reasons and recommend action plan. | Important |
| | | Ability to apply rules/principles to process/procedure and use logic to draw conclusions. | Important |
| | Technical Knowledge |
| | | Knowledge of hardware and peripheral installation and configuration. | Important |
| | | Knowledge of technical specifications. | Important |
| | | Ability to use test equipment to analyze system operation. | Important |
| | | Knowledge of hardware and software troubleshooting and adjustment techniques and practices. | Important |
| | | Knowledge of system and network test procedures. | Important |
| Key Activity: C5. Install, configure and test new operating systems, applications and upgrades |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to read and follow written instructions. | Important |
| | | Ability to interpret pictures and diagrams. | Important |
| | | Ability to examine the situation, analyze possible causes/reasons and recommend action plan. | Important |
| | | Ability to apply rules/principles to process/procedure and use logic to draw conclusions. | Important |
| | Technical Knowledge |
| | | Knowledge of software installation and configuration practices. | Important |
| | | Ability to use test programs and other aids to analyze system operation. | Important |
| | | Knowledge of network optimization practices. | Important |
| Key Activity: C6. Optimize system performance |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to compare and contrast information. | Important |
| | | Ability to analyze situations and formulate task sequence. | Important |
| | | Ability to identify and isolate problems and develop theory on possible cause. | Important |
| | | Ability to create detailed supporting documentation. | Important |
| | Technical Knowledge |
| | | Knowledge of hardware and software interaction and compatibility. | Important |
| | | Ability to detect and resolve hardware and software conflicts. | Important |
| | | Ability to identify operational and performance issues. | Important |
| | | Ability to generate and apply system and network performance data. | Important |
| | | Knowledge of configuration documentation and control. | Important |
| Key Activity: C7. Perform quality checks on work outcomes |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to read and follow written instructions. | Important |
| | | Ability to recognize patterns/relationships and visually analyze relationship between parts/whole and process/procedure. | Important |
| | | Ability to interpret, analyze and summarize/integrate information. | Important |
| | | Ability to prioritize tasks, prepare schedule and monitor task sequence. | Important |
| | | Ability to apply rules/principles to process/procedure and use logic to draw conclusions. | Important |
| | Technical Knowledge |
| | | Knowledge of operational and performance specifications. | Important |
| | | Knowledge of performance checking tools and testing procedures. | Important |
| | | Knowledge of acceptable quality and performance standards. | Important |
| | | Knowledge of quality indicators relating to customer satisfaction. | Important |
| Key Activity: C8. Prepare and maintain systems documentation |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to create detailed supporting documentation. | Important |
| | | Ability to interpret information, prepare basic summaries and reports and select methods of communication. | Important |
| | | Ability to present complex ideas/information. | Important |
| | | Ability to analyze data, integrate multiple items of data and contrast conflicting data. | Important |
| | | Ability to use logic to draw conclusions and examine information for relevance and accuracy. | Important |
| | Technical Knowledge |
| | | Knowledge of technical documentation tools, procedures and practices. | Important |
| | | Knowledge of document control procedures and practices. | Important |
| | | Knowledge of configuration standards and terminology. | Important |
| | | Knowledge of appropriate levels of detail for procedures and configuration. | Important |
| Key Activity: C9. Develop contingency and recovery plans |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to create detailed supporting documentation. | Important |
| | | Ability to present complex ideas/information effectively to a variety of audiences. | Important |
| | | Ability to identify contingencies and propose appropriate steps for system recovery. | Important |
| | Technical Knowledge |
| | | Knowledge of data assurance and data security techniques and practices. | Important |
| | | Knowledge of connectivity theories and practices. | Important |
| | | Knowledge of systems interoperability. | Important |
| | | Knowledge of hardware, software and networks. | Important |
| | | Knowledge of contingency and recovery planning theories and practices. | Important |
| Work Function: D. Perform System Operations, Monitoring and Maintenance |
| Key Activity: D1. Operate computer system and run system applications |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to read and follow written instructions and procedures. | Important |
| | | Ability to identify problems and develop theory on possible cause. | Important |
| | | Ability to appropriately communicate critical operational needs. | Important |
| | Technical Knowledge |
| | | Knowledge of systems and application startup and shut down procedures. | Important |
| | | Knowledge of applicable backup and restoration procedures. | Important |
| | | Knowledge of system optimization and diagnostic routines. | Important |
| | | Knowledge of applicable batch processing and job control processes and procedures. | Important |
| Key Activity: D2. Perform system and network diagnostics |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to select information appropriate to the task. | Important |
| | | Ability to pose critical questions. | Important |
| | | Ability to apply rules and principles to diagnostics and use logic to draw conclusions. | Important |
| | | Ability to analyze information. | Important |
| | | Ability to use word processing. | Important |
| | Technical Knowledge |
| | | Knowledge of diagnostic procedures and processes. | Important |
| | | Knowledge of operating environments and networks. | Important |
| | | Knowledge of available resources and troubleshooting methodologies. | Important |
| Key Activity: D3. Monitor and analyze system performance |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to read and follow written instructions. | Important |
| | | Ability to identify problems and develop theory on possible cause. | Important |
| | | Ability to analyze key data, resolve conflicts and communicate outcomes to users and stakeholders. | Important |
| | Technical Knowledge |
| | | Knowledge of system monitoring and diagnostic tools and procedures. | Important |
| | | Ability to detect, evaluate and appropriately escalate problems. | Important |
| | | Knowledge of performance measurement tools and procedures. | Important |
| Key Activity: D4. Develop and implement preventative maintenance plan |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to organize information. | Important |
| | | Ability to create detailed supporting documents. | Important |
| | | Ability to use word processing, database tools and spreadsheet software. | Important |
| | | Ability to analyze customer needs and demonstrate commitment to customer. | Important |
| | Technical Knowledge |
| | | Knowledge of preventative maintenance procedures and processes. | Important |
| | | Knowledge of company practices for maintenance. | Important |
| | | Knowledge of practices of internal, external and global customers. | Important |
| | | Knowledge of roles and responsibilities of company personnel and departments. | Important |
| Key Activity: D5. Evaluate maintenance processes and outcomes |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze and summarize information and identify interdependencies. | Important |
| | | Ability to compare multiple viewpoints. | Important |
| | | Ability to pose critical questions. | Important |
| | | Ability to identify own strengths/limitations and accept constructive criticism. | Important |
| | | Ability to evaluate installation processes and suggest modifications. | Important |
| | Technical Knowledge |
| | | Knowledge of preventative maintenance procedures and processes. | Important |
| | | Knowledge of company practices for maintenance. | Important |
| | | Knowledge of practices of internal, external and global customers. | Important |
| | | Knowledge of evaluation documentation procedures. | Important |
| | | Knowledge of relevant sources for evaluation input. | Important |
| Key Activity: D6. Communicate and document maintenance procedures and system status |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to summarize/paraphrase information. | Important |
| | | Ability to create original documents. | Important |
| | | Ability to explain concepts and present technical information. | Important |
| | | Ability to use word processing, database tools and presentation software. | Important |
| | Technical Knowledge |
| | | Knowledge of internal and external communication procedures. | Important |
| | | Knowledge of organization chart and roles and responsibilities of company personnel and departments. | Important |
| | | Knowledge of practices of internal, external and global customers. | Important |
| Key Activity: D7. Make recommendations to address recurring customer issues |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze, summarize and present information to a variety of audiences. | Important |
| | | Ability to identify and prioritize issues and problems. | Important |
| | | Ability to generate and communicate appropriate recommendations. | Important |
| | Technical Knowledge |
| | | Ability to collect and interpret technical data. | Important |
| | | Knowledge of customer support processes and practices. | Important |
| | | Knowledge of problem resolution practices and procedures. | Important |
| Key Activity: D8. Make recommendations and support internal processes and operations |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to develop effective support responses and actions. | Important |
| | | Ability to identify and implement needed improvements. | Important |
| | | Ability to monitor operational effectiveness. | Important |
| | | Ability to communicate changes in support of internal processes. | Important |
| | Technical Knowledge |
| | | Knowledge of technical support operations, issues and constraints. | Important |
| | | Knowledge of software and hardware inventory systems and methodology. | Important |
| | | Ability to research and evaluate software and hardware options. | Important |
| | | Knowledge of business issues regarding software licensing. | Important |