Unit of competency Outline

Date retreived
23/07/2026 2:30 AM AWST

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Determine and action network problems

Determine and action network problems

Unit of competency
National Code
ICTNWK302
State Code
AUP58
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
020113 - Networks And Communications
Original Release Date
16/09/2015
Nominal Hours
30
Description
This unit describes the skills and knowledge required to document network related problems, determine solutions, or escalate problems to a new support level.It applies to individuals, working as frontline technical support personnel, who maintain network continuity by isolating and rectifying network problems as they arise.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Determine client requirements and identify if problem exists
  • 1.1 Log calls from help-desk support staff
  • 1.2 Determine and document problem based on client requirements
2. Determine whether problem is covered by policy
  • 2.1 Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements
  • 2.2 Provide assistance according to organisational guidelines
3. Carry out maintenance support on identified problem
  • 3.1 Conduct diagnostic tests around identified problem
  • 3.2 Complete maintenance according to organisational guidelines
  • 3.3 Obtain new components as part of the resolution, where necessary
  • 3.4 Store or dispose of components according to organisational and environmental guidelines
4. Prepare maintenance report and confirm solution
  • 4.1 Prepare maintenance report according to organisational guidelines and support agreements
  • 4.2 Refer unresolved maintenance requirements to appropriate higher level service area
  • 4.3 Follow up with the client to determine solution success and close the report
No information
No information
Replaces
State Code National Code Title Type
D7932 ICANWK302A Identify and resolve network problems Unit of competency
Replaced By
State Code National Code Title Type
OBT81 ICTNWK308 Determine and action network problems Unit of competency