Employer Role Suitability Assessment - IT Solutions Technician

Employer Role Suitability Assessment to Support Evidencing the Assessment Process

Level 3 IT Solutions Technician (Hardware)

The apprentice must have a job role with you that provides opportunities for them to practice ALL of the technical competencies and behaviours required to achieve the apprenticeship.

To help determine whether the job role will allow the apprentice to successfully meet the requirements of the apprenticeship, please answer the following questions.

Please note:

  • Shadowing (individual follows or shadows another worker doing the type of work) or simulation (imitation of actual work) are NOT acceptable solutions for low exposure.
  • Secondment (the temporary transfer of the apprentice to another position or type of work) is an acceptable method of providing opportunities for the apprentice to carry out work and produce outcomes consistent with the competencies in the Standard.
  • The apprentice must have genuine opportunities to be able to carry out ALL types of work themselves (i.e. not watching other workers do it) and the activities or tasks must be real work and not made up just for the apprenticeship.

The scale definitions are:

  • High Exposure – Opportunities to carry out this type of work occur frequently or day-to-day
  • Moderate Exposure – Opportunities to carry out this type of work will occur multiple times
  • Low Exposure – Opportunities to carry out this type of work occur rarely
  • No Exposure – Opportunities to carry out this type of work do not exist

Solution Lifecycle

Example of work activities they would need to undertake to demonstrate this competence

Conducts work (activities) needed in the delivery of IT hardware solution, such as Planning; Analysis; Design; Implementation; Maintenance. Works as part of a team involved in the hardware solution cycle within at least one stage of the Solution Delivery Lifecycle with a focus on hardware and shows an understanding of the different roles and the different stages

Technical Support

Example of work activities they would need to undertake to demonstrate this competence

Autonomously carries out tasks in the following areas: accessing remote systems (logging in to the console of a remote system, using a tool such as TeamViewer, RDP, VNC, telnet, logmein); file manipulation (copy, delete, move, rename, change ownership and permissions, of both files and directories); file editing (use of a text file editor and functions such as search, global substitution, cut and paste); changing system or application settings (administrator level manipulation of operating system or hardware settings, such as environment variables, bios settings, registry settings or control panel setting); system administration (backup and restore operations, systems patching); and setting up and upgrading components whether infrastructure or software (installation of operating systems and/or applications and/or installation and/or configuration of hardware items. Explains the differences, including advantage/disadvantages between web vs installed clients; thin clients vs full functionality devices; and desktop virtualization vs full client capability.

Policies and Standards

Example of work activities they would need to undertake to demonstrate this competence

Explains and illustrates how they work according to laid down policies and practices, including actions such as keeping usernames/passwords in a secure manner, ensuring that data is appropriately protected (for example by encryption of personal data), and obeying organisational, regulatory, or best practice and explains the documentation and policies used in their organisation and applies them appropriately and consistently. Explains how their work contributes to business performance, continuity and resilience, and illustrates the implications of this for what they do and how they do it.

Technical Solutions

Example of work activities they would need to undertake to demonstrate this competence

Identifies appropriate technical solutions, within the scope of their work, whether during resolution of an incident, or as part of their involvement in solution design. Explains and illustrates the fundamental purpose of a solution architecture (to break down a complex problem into a smaller set of solvable components) and applies this. Applies analytical and problem-solving skills to understand the client’s needs and issues (where the client may be the end-user of the solution or the people who have commissioned the work).

Client Requirements

Example of work activities they could undertake to demonstrate this competence

Identifies appropriate technical solutions, within the scope of their work, whether during resolution of an incident, or as part of their involvement in solution design. Applies their understanding of the type of end users to influence the solution design (whether frequent use vs intermittent use vs occasional use, level of IT literacy, disability etc.). Explains the concepts of solutions development to a given set of requirements, including the use of standard applications for web and cloud-based solutions.

Communication

Example of work activities they would need to undertake to demonstrate this competence

Illustrates three occasions on which they have used verbal communication and three when using written communications, where these are non-trivial and varied (such as face-to-face vs remote, formal vs informal, use of different media,) to show the following:

  • Consideration of whether anything might disrupt the effectiveness of the communication (culture, past history etc.) and how to cope with this.
  • Sensitivity to the dynamics of the communication situation and the personalities involved.
  • Selecting the most appropriate method for the situation – recognising any limitations of the chosen method and the possible risk of miscommunication.
  • Taking into accounts possible barriers to communication such as different backgrounds (technical or cultural).
  • Expressing themselves clearly and succinctly and as appropriate to the audience.

Actively checking the other person/people understanding and modifying their communication as required

IT Security

Example of work activities they would need to undertake to demonstrate this competence

Operates securely across all their areas of responsibility and in line with organisation guidance and legislation.

Maintenance

Example of work activities they would need to undertake to demonstrate this competence

Undertakes a range of hardware maintenance and support activities, including installation (commissioning or configuration of new servers, networks or other devices in either a traditional or virtualized environment); makes adjustments to hardware or system settings; backups/restores operations; systems maintenance; and patching of hardware of operation systems. Installs or removes at least one hardware component safely – for example installs a network switch, racked server, network connected disc pack, filtering appliance, firewall or adding or replacing a component within an enclosure (for example a new internal disc or I/O card. Or, in a virtualized environment: installs multiple servers and configures associated network(s).

Installation

Example of work activities they would need to undertake to demonstrate this competence

Installs, configures and tests hardware components for a non-trivial solution (one where the set of actions, if undertaken by an experienced practitioner would take more than half a day). Demonstrates and can explain the importance of logical approaches and provide an example of how this applies to ensuring connectivity.

Safe Working Practices

Example of work activities they would need to undertake to demonstrate this competence

Safely applies the concepts of Elector Static Discharge (ESD) whenever required and meets appropriate health and safety standards when working with hardware.

Signatures