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| Duty | Able to do? | When? | Complete |
|---|---|---|---|
| D1: Provide technical support to customers both internal and external through a range of communication channels | |||
| D2: Establish and diagnose ICT problems/faults 6 using the required troubleshooting methodology and tools | |||
| D3: Interpret technical specifications relevant 8 to the ICT task | |||
| D4: Apply the appropriate security policies to 14 ICT tasks in line with organisational requirements | |||
| D5: Undertake the relevant processes with the 10 relevant tools and technologies to resolve ICT technical issues | |||
| D6: Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations | |||
| D7: Apply appropriate testing methodologies to hardware or software or cabling assets | |||
| D8: Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development | |||
| D9: Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues | |||
| Support Technician Route | |||
| D10: Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners, and cameras | |||
| D11: Support Technician - Address IT issues by response to customer service level agreements | |||
| D12: Support Technician – Administer security and permissions for stakeholders escalating as necessary for example password resets | |||
| D13: Support Technician - Support the roll out of upgrades or new systems | |||
| Network Technician Route | |||
| D14: Network Technician and Digital Communications Technician - Complete cabling tasks for example coaxial, copper or fibre | |||
| D15: Network Technician - Administer mobile devices on a network | |||
| D16: Network Technician - Deliver network tasks prioritising security with a view to mitigating and defending against security risks. | |||
| D17: Network Technician - Install and configure relevant software and physical or virtual hardware as appropriate for example: network devices, switches and routers |