Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

May include but is not limited to large and small LANs, VPNs, WANs, the internet, the use of the PSTN for dial-up modems only, private lines, data and voice.

May include ring, star, bus, hierarchical and hybrid

May include a person within a department, a department within the organisation or a third party

May include but are not limited to Snort, Satan Saint, Netbus, Ping Netstat, Nmap, Traceroute, Whois, Dig

May follow ISO/IEC/AS standards, audit trails, naming standards, version control, project management templates and report writing principles

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Critical aspects of evidence
Assessment must confirm knowledge of the troubleshooting and monitoring facilities available in the operating environment. It must also confirm the ability to undertake logical troubleshooting processes and network support activities. It should include constant monitoring of the network to maintain network activities.

Knowledge and skills
Current industry-accepted hardware and software products, with broad knowledge of general features and capabilities
General knowledge of the client business domain, business function and organisation
Networking technologies (e.g. TCP/IP, OSI protocol stacks), with broad knowledge of features and capabilities, and substantial depth in protocols such as Ethernet, AppleTalk, Novell, Linux or Unix protocols
Network management tools, with broad knowledge of general features and capabilities, with substantial depth in troubleshooting areas
Detailed knowledge of organisational maintenance response level escalation procedures (e.g. level one, phone operator; level two, technical personnel; level three, specialised person)
Plain English literacy and communication skills in relation to dealing with clients and team members.
Analytical/logical skills for identifying, analysing and evaluating support issues and network problems
Project-planning skills in relation to scope, time, cost, quality, communications and risk management
Problem solving skills for a defined range of unpredictable problems.

Assessment guidance
The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.
Competency in this unit should to be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.
Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

In the case of this unit, it could be assessed in a holistic manner with:

ICAA5150B Evaluate vendor products and equipment
ICAI4188B Install and maintain a server
ICAI5087B Acquire system components
ICAI5174B Install high-end switches in multi-switched local area networks
ICAI5176B Install and configure router
ICAI5196B Implement secure encryption technologies
ICAS5192B Configure an internet gateway

Resources
Live system
Network support tools

Role context

Troubleshooting local area network problems requires a focus on:

Applying both software- and hardware-based tools
Logical troubleshooting methods derived from knowledge and understanding of network topologies and protocols
Using a management information base of accumulated fault resolution information to determine the nature and location of the fault
Problem resolution related to wide area network (WAN) connections that the LAN uses for general use of the internet or for connection to other remote LANs belonging to the organisation should also be considered
The application of this competency would generally require a degree of instruction as part of the problem solution stage, in order to empower the client to resolve or manage recurrences of similar problems. Additionally, this competency may involve participation in the development of strategic initiatives or solutions as part of a more long-term approach to network planning.
In applying the skills and methods within this competency, the aim should be to minimise network down time.
The breadth, depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical and/or management requirements, evaluation and coordination would be characteristic.
The demonstration of competency may also require self-directed application of knowledge and skills, with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others.
Applications involve participation in development of strategic initiatives as well as personal responsibility and autonomy in performing complex technical operations or organising others. It may include participation in teams including teams concerned with planning and evaluation functions. Group or team coordination may also be involved.

Additionally, an individual demonstrating this competency would be able to:

Demonstrate understanding of a broad knowledge base incorporating theoretical concepts, with substantial depth in some areas
Analyse and plan approaches to technical problems or management requirements
Transfer and apply theoretical concepts and/or technical or creative skills to a range of situations
Evaluate information, using it to forecast for planning or research purposes
Take responsibility for own outputs in relation to broad quantity and quality parameters
Take some responsibility for the achievement of group outcomes
Maintain knowledge of industry products and services