model curriculum technical support engineer · model curriculum technical support engineer ......

Format:ModCur_2015_1_0

ModelCurriculum

TechnicalSupportEngineer

TechnicalSupportEngineer

IT-ITeSEngineeringandR&DTechnicalSupportSSC/Q51015

SECTOR:SUB-SECTOR:OCCUPATION:REFERENCEID:NSQFLEVEL:

ModelCurriculumforTechnicalSupportEngineer

Format:ModCur_2015_1_0 Page2of15

TableofContents

Curriculum/Syllabus..............................................................................................................................................3Dealremotelywithcustomerqueries..............................................................................................................................................3Co-ordinate/Resolvesoftwareproducts/applicationsissues..........................................................................................................4Manageyourworktomeetrequirements......................................................................................................................................5Workeffectivelywithcolleagues.....................................................................................................................................................5Maintainahealthy,safeandsecureworkingenvironment............................................................................................................6Providedata/informationinstandardformats...............................................................................................................................6Developyourknowledge,skillsandcompetence............................................................................................................................7UniqueEquipmentRequired:.........................................................................................................................................................7

Annexure1:AssessmentCriteria............................................................................................................................10

Annexure2:TrainerPrerequisitesforJobrole:TechnicalSupportEngineermappedtoQualificationPack:SSC/Q5101............................................................................................................................................................14



TechnicalSupportEngineerCurriculum/Syllabus

ThisprogramisaimedattrainingcandidatesforthejobofaTechnicalSupportEngineerintheIT-ITeSSector/Industryandaimsatbuildingthefollowingkeycompetenciesamongstthelearner.

ProgramName TechnicalSupportEngineer

QualificationPackName&ReferenceID.ID

TechnicalSupportEngineerSSC/Q5101

VersionNo. 1.0 VersionUpdateDate 31/01/2015

Pre-requisitestoTraining 12th

TrainingOutcomes Aftercompletingthisprogramme,participantswillbeableto:• Dealremotelywithcustomerqueries• Co-ordinate/Resolvesoftwareproducts/applicationsissues• Manageyourworktomeetrequirements• Workeffectivelywithcolleagues• Maintainahealthy,safeandsecureworkingenvironment• Providedata/informationinstandardformats• Developyourknowledge,skillsandcompetence

ThiscourseencompassesallSixNationalOccupationalStandards(NOS)ofTechnicalSupportEngineerQualificationPackissuedbyIT-ITeSSectorSkillsCouncilNASSCOM.

Sr.No. Module

TheoryDuration(hh:mm)

PracticalDuration(hh:mm)

KeyLearningOutcomes CorrespondingNOSCode

EquipmentRequired

1. Dealremotelywithcustomerqueries

0:00 0:00 Candidateswillbeableto:• greet customers and verify theirdetails, following yourorganization’sprocedures

• listen carefully to customers andask appropriate questions tounderstandthenatureofqueries

• summarize, and obtain customerconfirmation of, yourunderstandingofqueries

• express your concern for anydifficulties caused and yourcommitmenttoresolvingqueries

• record and categorize queriesaccurately using yourorganization’squerymanagementtool

• referqueriesoutsideyourareaofcompetence or authoritypromptlytoappropriatepeople

SSC/N3003 RefertoUniqueEquipmentRequired



Sr.No. Module




EquipmentRequired

• access your organization’sknowledge base for solutions toqueries,whereavailable

• resolvequerieswithinyourareaofcompetence or authority in linewithorganizationalguidelinesandservicelevelagreements(SLAs)

• obtain advice and guidance fromappropriate people, wherenecessary

• obtain confirmation fromcustomersthatquerieshavebeenresolvedtotheirsatisfaction

• record the resolution of queriesaccurately using yourorganization’squerymanagementtool

• comply with relevant standards,policies, procedures andguidelineswhendealingremotelywithcustomerqueries

2. Co-ordinate/Resolvesoftwareproducts/applicationsissues

0:00 0:00 Candidateswillbeableto:• establish project objectives andscope and review these withappropriatepeople

• identify project requirements,resources and stakeholders andtheir potential impact on theproject

• access your organization’sknowledge base to identifyexisting templates, pastexperiences and relevant bestpracticesfordeploymentprojects

• develop plans to meet projectobjectives and scope, usingstandardtemplatesandtools

• review plans with appropriatepeopleandintegratetheirinputs

• obtain timely approval of plansfromappropriatepeople

• liaisewithprojectstakeholderstoensuretheyhavetheinformationtheyneedontime

• liaise with deployment/migrationteams to ensure they adhere toproject timelines and resourceconstraints

SSC/N5101



Sr.No. Module




EquipmentRequired

• createprogressreportsasdefinedinplans

• identifyanyproblemswithprojectprogress and take appropriatecorrectiveactionwithinyourlevelofcompetenceandauthority

• adhere to non-disclosureagreement

• escalate problems beyond yourlevel of competence or authoritytoappropriatepeople

• recommendjustifiablechangestoprojects based on experience ofworkinprogress

• obtain advice and guidance fromappropriatepeopleonanyaspectsof projects about which you areunsure

• recommend to appropriatepeople any ways in whichdeployment procedures can beimproved

• follow your organization’spolicies, procedures andguidelineswhenco-ordinatingthedeployment of softwareproducts/applications

3. Manageyourworktomeetrequirements

0:00 0:00 Candidateswillbeableto:• establish and agree your workrequirements with appropriatepeople

• keep your immediate work areacleanandtidy

• utilizeyourtimeeffectively• use resources correctly andefficiently

• treat confidential informationcorrectly

• work in line with yourorganization’s policies andprocedures

• workwithinthelimitsofyourjobrole

• obtainguidancefromappropriatepeople,wherenecessary

• ensure your work meets theagreedrequirements

SSC/N9001

4. Workeffectivelywithcolleagues

0:00 0:00 Candidateswillbeableto:• communicate with colleaguesclearly,conciselyandaccurately

• workwithcolleaguestointegrateyourworkeffectivelywiththeirs

SSC/N9002



Sr.No. Module




EquipmentRequired

• pass on essential information tocolleagues in line withorganizationalrequirements

• work in ways that show respectforcolleagues

• carryoutcommitmentsyouhavemadetocolleagues

• letcolleaguesknowingoodtimeifyou cannot carry out yourcommitments, explaining thereasons

• identify any problems you haveworkingwithcolleaguesandtakethe initiative to solve theseproblems

• follow the organization’s policiesand procedures forworkingwithcolleagues

5. Maintainahealthy,safeandsecureworkingenvironment

0:00 0:00 Candidateswillbeableto:• comply with your organization’scurrenthealth,safetyandsecuritypoliciesandprocedures

• report any identified breaches inhealth, safety, and securitypolicies and procedures to thedesignatedperson

• identify and correct any hazardsthat you can deal with safely,competentlyandwithinthelimitsofyourauthority

• report any hazards that you arenotcompetenttodealwithtotherelevant person in line withorganizational procedures andwarn other people who may beaffected

• follow your organization’semergency procedures promptly,calmly,andefficiently

• identify and recommendopportunities for improvinghealth,safety,andsecuritytothedesignatedperson

• complete any health and safetyrecordslegiblyandaccurately

SSC/N9003

6. Providedata/information

0:00 0:00 Candidateswillbeableto:• establish and agree withappropriate people the

SSC/N9004



Sr.No. Module




EquipmentRequired

instandardformats

data/information you need toprovide,theformatsinwhichyouneedtoprovideit,andwhenyouneedtoprovideit

• obtainthedata/informationfromreliablesources

• checkthatthedata/informationisaccurate, complete and up-to-date

• obtain advice or guidance fromappropriate people where thereare problems with thedata/information

• carry out rule-based analysis ofthedata/information,ifrequired

• insert the data/information intotheagreedformats

• check theaccuracyof yourwork,involving colleagues whererequired

• report any unresolved anomaliesin the data/information toappropriatepeople

• provide complete, accurate andup-to-date data/information tothe appropriate people in therequiredformatsontime

7. Developyourknowledge,skillsandcompetence

0:00 0:00 Candidateswillbeableto:• obtain advice and guidance fromappropriate people to developyour knowledge, skills andcompetence

• identifyaccuratelytheknowledgeand skills you need for your jobrole

• identify accurately your currentlevel of knowledge, skills andcompetenceandanylearninganddevelopmentneeds

• agree with appropriate people aplanoflearninganddevelopmentactivitiestoaddressyourlearningneeds

• undertake learning anddevelopmentactivitiesinlinewithyourplan

• apply your new knowledge andskills in the workplace, undersupervision

• obtainfeedbackfromappropriatepeople on your knowledge andskills and how effectively youapplythem

SSC/N9005



Sr.No. Module




EquipmentRequired

• reviewyourknowledge,skillsandcompetence regularly and takeappropriateaction

TotalDuration: 0:00 0:00 UniqueEquipmentRequired:Trainingroomshouldbefullyfurnishedwiththefollowingequipment/tools/accessories.Additional/specificresources,whereverapplicable(e.g.Hardware,software)areindicatedinthemaintextcorrespondingtorelevantlearningoutcome.DomainRequirements• PCloadedwithanyCRMtoolandsomesamplerecordsfor

experimentation• Minicaselets• Instantmessenger,chatandemailtoolstoenablemock

exercisesCommonRequirements• Comfortableseatswithadequatelighting,controlled

temperatureandacousticsfortrainingandlearning• WhiteBoard,MarkersandEraser• Projectorwithscreen• Flipchartwithmarkers• Faculty’sPC/Laptopwithlatestconfigurationandinternet

connection• Supportingsoftware/applicationsforprojectingaudio,video,

recording,• PresentationToolstosupportlearningactivities:

o Intraneto Emailo IMso Learningmanagementsysteme.g.Moodle,Blackboardto

enableblendedlearning• Microphone/voicesystemforlectureandclassactivities• HandyCamera• Stationerykit–Staples,Glue,ChartPaper,SketchPens,Paint

Box,Scale,A4Sheets• ForITLabsessions:ComputerLabwith1:1PC:traineeratio

andhavinginternetconnection,MSOffice/Openoffice,Browser,Outlook/AnyotherEmailClientandchattools.

• AssessmentandTestToolsfordaytodayonlineTestsandAssessments

• Forteamdiscussions:Adequateseatingarrangementinfull/halfcircleformatforoneormoreteamsasperplannedteamcomposition.



Sr.No. Module




EquipmentRequired

• ReadingResources:Accesstorelevantsampledocumentsandlearningforumstoenableself-studybeforeandaftereachtrainingsession.

GrandTotalCourseDuration:0Hours0Minutes(Thissyllabus/curriculumhasbeenapprovedIT-ITeSSectorSkillsCouncilNASSCOM.)

NotesfromIT-ITeSSectorSkillsCouncilNASSCOM1. Thisdocumentoutlinesthebroadscopeofcoverage.ThisshouldbelinkedwithOBFandtrainingdeliveryplan.

OBF(Outcomebasedframework)reflectsthepedagogyusedtoensureanexpectedoutcome.Trainingdeliveryplanfocusesonthesequenceofdelivery.

2. ThoughmanyNOSshavesomeseeminglycommonoutcomes,notablycore/generic,professionalandtechnicalskills,itisimperativetounderstandthecontextualdifferencebetweenthem.Trainingprovidersareadvisedto,a. Embedsuchskillsdevelopmentinthelearningpedagogyforeachexpectedoutcomeb. Prepareadetailedsessionplanfortrainingdeliverywithfocusonsequenceanddurationoftraining

3. Runadiagnostictesttoassessprior learningofstudentsandhelptrainers/students identifytheneedforgaptraining and suitable trainingmethodology. Accordingly, more introductory level sessions may be included inguidedorself-pacedmodeoflearning.E.g.addingsomesessionsonFunctionalEnglishorUseofInternetandMSOffice.


Format:ModCur_2015_1_0 of

15

Annexure1:AssessmentCriteriaAssessmentCriteriafor<QPName> JobRole TechnicalSupportEngineerQualificationPack SSC/Q5101SectorSkillCouncil IT-ITeS

Sr.No.

GuidelinesforAssessment

1 Criteria for assessment for each Qualification Pack (QP) will be created by the Sector Skill Council (SSC). Eachperformancecriteria(PC)willbeassignedTheoryandSkill/PracticalmarksproportionaltoitsimportanceinNOS.

2 TheassessmentwillbeconductedonlinethroughassessmentprovidersauthorisedbySSC.3 FormatofquestionswillincludeavarietyofstylessuitabletothePCbeingtestedsuchasmultiplechoicequestions,fill

intheblanks,situationaljudgmenttest,simulationandprogrammingtest.4 TopassaQP,atraineeshouldpasseachindividualNOS.StandardpassingcriteriaforeachNOSis70%.5 Forlatestdetailsontheassessmentcriteria,pleasevisitwww.sscnasscom.com.

Assessableoutcomes Assessmentcriteriafortheoutcome Total

MarkOutof

Theory SkillsPractical

1. SSC/N3003 (Dealremotely with customerqueries)

PC1. greet customers and verify their details,followingyourorganization’sprocedures

100 5 0 5

PC2. listen carefully to customers and askappropriatequestionstounderstandthenatureofqueries

5 0 5

PC3. summarize, and obtain customerconfirmationof,yourunderstandingofqueries

10 0 10

PC4. express your concern for any difficultiescausedandyourcommitmenttoresolvingqueries

10 0 10

PC5. record and categorize queries accuratelyusingyourorganization’squerymanagementtool

10 0 10

PC6. refer queries outside your area ofcompetenceorauthoritypromptlytoappropriatepeople

10 10 0

PC7. access your organization’s knowledge baseforsolutionstoqueries,whereavailable

10 0 10

PC8. resolve queries within your area ofcompetence or authority in line withorganizational guidelines and service levelagreements(SLAs)

10 10 0

PC9.obtainadviceandguidancefromappropriatepeople,wherenecessary

5 5 0

PC10. obtain confirmation from customers thatquerieshavebeenresolvedtotheirsatisfaction

5 5 0

PC11. record theresolutionofqueriesaccuratelyusingyourorganization’squerymanagementtool

10 0 10

PC12. comply with relevant standards, policies,proceduresandguidelineswhendealingremotelywithcustomerqueries

10 0 10

Total 100 30 702. SSC/N5101 (Co-ordinate/ Resolve

PC1. establish project objectives and scope andreviewthesewithappropriatepeople

100 5 0 5



15

Assessableoutcomes Assessmentcriteriafortheoutcome TotalMark

Outof


softwareproducts/applicationsissues)

PC2. identifyprojectrequirements,resourcesandstakeholders and their potential impact on theproject

5 0 5

PC3. accessyourorganization’sknowledgebasetoidentify existing templates, past experiences andrelevantbestpracticesfordeploymentprojects

5 0 5

PC4. developplanstomeetprojectobjectivesandscope,usingstandardtemplatesandtools

10 5 5

PC5. review plans with appropriate people andintegratetheirinputs

5 0 5

PC6. obtain timely approval of plans fromappropriatepeople

5 0 5

PC7. liaisewithprojectstakeholderstoensuretheyhavetheinformationtheyneedontime

5 0 5

PC8. liaise with deployment/migration teams toensure they adhere to project timelines andresourceconstraints

5 0 5

PC9. createprogressreportsasdefinedinplans 5 0 5PC10. identifyanyproblemswithprojectprogressandtakeappropriatecorrectiveactionwithinyourlevelofcompetenceandauthority

10 5 5

PC11. adheretonon-disclosureagreement 5 0 5PC12. escalate problems beyond your level ofcompetenceorauthoritytoappropriatepeople

5 0 5

PC13. recommend justifiable changes toprojectsbasedonexperienceofworkinprogress

10 5 5

PC14. obtain advice and guidance fromappropriate people on any aspects of projectsaboutwhichyouareunsure

5 0 5

PC15. recommend to appropriate people anyways in which deployment procedures can beimproved

10 5 5

PC16. follow your organization’s policies,proceduresandguidelineswhenco-ordinatingthedeploymentofsoftwareproducts/applications

5 0 5

Total 100 20 803.SSC/N9001 (Manageyour work to meetrequirements)

PC1.establishandagreeyourworkrequirementswithappropriatepeople

100 6.25

0 6.25

PC2.keepyourimmediateworkareacleanandtidy 12.5

6.25 6.25

PC3.utilizeyourtimeeffectively 12.5

6.25 6.25

PC4.useresourcescorrectlyandefficiently 18.75

6.25 12.5

PC5.treatconfidentialinformationcorrectly 6.25

0 6.25

PC6.workinlinewithyourorganization’spoliciesandprocedures

12.5

0 12.5

PC7.workwithinthelimitsofyourjobrole 6.25

0 6.25

PC8. obtain guidance from appropriate people,wherenecessary

6.25

0 6.25

PC9. ensure your work meets the agreedrequirements

18.75

6.25 12.5



15


Outof


Total 100 25 754.SSC/N9002 (Workeffectively withcolleagues)

PC1. communicate with colleagues clearly,conciselyandaccurately

100 20 0 20

PC2.workwithcolleaguestointegrateyourworkeffectivelywiththeirs

10 0 10

PC3.passonessentialinformationtocolleaguesinlinewithorganizationalrequirements

10 10 0

PC4.workinwaysthatshowrespectforcolleagues 20 0 20PC5. carry out commitments you have made tocolleagues

10 0 10

PC6.letcolleaguesknowingoodtimeifyoucannotcarry out your commitments, explaining thereasons

10 10 0

PC7.identifyanyproblemsyouhaveworkingwithcolleagues and take the initiative to solve theseproblems

10 0 10

PC8. follow the organization’s policies andproceduresforworkingwithcolleagues

10 0 10

Total 100 20 805.SSC/N9003 (Maintain ahealthy, safe and secureworkingenvironment)

PC1. comply with your organization’s currenthealth,safetyandsecuritypoliciesandprocedures

100 20 10 10

PC2. report any identified breaches in health,safety,andsecuritypoliciesandprocedurestothedesignatedperson

10 0 10

PC3.identifyandcorrectanyhazardsthatyoucandealwithsafely,competentlyandwithinthelimitsofyourauthority

20 10 10

PC4. report any hazards that you are notcompetenttodealwithtotherelevantpersoninline with organizational procedures and warnotherpeoplewhomaybeaffected

10 0 10

PC5. follow your organization’s emergencyprocedurespromptly,calmly,andefficiently

20 10 10

PC6. identify and recommend opportunities forimproving health, safety, and security to thedesignatedperson

10 0 10

PC7. complete any health and safety recordslegiblyandaccurately

10 0 10

Total 100 30 706.SSC/N9004 (Providedata/information instandardformats)

PC1.establishandagreewithappropriatepeoplethe data/information you need to provide, theformatsinwhichyouneedtoprovideit,andwhenyouneedtoprovideit

100 12.5

12.5 0

PC2. obtain the data/information from reliablesources

12.5

0 12.5

PC3.checkthatthedata/information isaccurate,completeandup-to-date

12.5

6.25 6.25



15


Outof


PC4. obtain adviceor guidance fromappropriatepeople where there are problems with thedata/information

6.25

0 6.25

PC5. carry out rule-based analysis of thedata/information,ifrequired

25 0 25

PC6. insert the data/information into the agreedformats

12.5

0 12.5

PC7. check the accuracy of your work, involvingcolleagueswhererequired

6.25

0 6.25

PC8. report any unresolved anomalies in thedata/informationtoappropriatepeople

6.25

6.25 0

PC9. provide complete, accurate and up-to-datedata/informationtotheappropriatepeopleintherequiredformatsontime

6.25

0 6.25

Total 100 25 757.SSC/N9005 (Developyourknowledge,skillsandcompetence)

PC1.obtainadviceandguidancefromappropriatepeople to develop your knowledge, skills andcompetence

100 10 0 10

PC2. identify accurately the knowledge and skillsyouneedforyourjobrole

10 0 10

PC3. identify accurately your current level ofknowledge, skills and competence and anylearninganddevelopmentneeds

20 10 10

PC4. agree with appropriate people a plan oflearning and development activities to addressyourlearningneeds

10 0 10

PC5. undertake learning and developmentactivitiesinlinewithyourplan

20 10 10

PC6. apply your new knowledge and skills in theworkplace,undersupervision

10 0 10

PC7.obtainfeedbackfromappropriatepeopleonyourknowledgeandskillsandhoweffectivelyyouapplythem

10 0 10

PC8. review your knowledge, skills andcompetenceregularlyandtakeappropriateaction

10 0 10

Total 100 20 80



15

Annexure2:TrainerPrerequisitesforJobrole:TechnicalSupportEngineermappedtoQualificationPack:SSC/Q5101Sr.No. Area Details

1 JobDescription Todeliveraccreditedtrainingservice,mappingtothecurriculumdetailedabove,inaccordancewiththeQualificationPackSSC/Q5101.

2 PersonalAttributes Aptitudetoconducttraining,andpre/postworktoensurecompetent,employablecandidatesattheendofthetraining.Strongcommunicationskills,interpersonalskills,abilitytoworkaspartofateam;apassionforqualityandfordevelopingothers;well-organisedandfocused,eagertolearnandkeeponeselfupdatedwiththelatestinthementionedfield.Theindividualshouldbeabletodemonstratecriticalthinking,analyticalability, customer centricity, good communication and rapport buildingskillsandanunderstandingofprioritization.

3 Minimum EducationalQualifications

12th

4a DomainCertification MinimumacceptedscoreinSSCAssessmentis90%perNOSbeingtaughtinSSC/Q5101.Additionalcertificationincustomerorientationandtechnicalfields.

4b PlatformCertification Recommended that the Trainer is certified for the Job Role: “Trainer”mappedtotheQualificationPack:“SSC/Q1402”.Minimumacceptedscoreis70%perNOS.

5 Experience Fieldexperience:Minimum2years’experienceinthesamedomainTrainingexperience:1yearpreferred

IT-ITeSSectorSkillsCouncilNASSCOM4E-VandanaBuilding(4thFloor),11,TolstoyMarg,NewDelhi-110001

T+911141519230/60|F+911141519240www.sscnasscom.com|www.nasscom.in

model curriculum technical support engineer · model curriculum technical support engineer ......

Documents