Free Infrastructure Engineer Course (6Months)
Infrastructure Engineer:
Infrastructure Engineer in the IT-ITeS Industry is also known as a Technology Platform Executive/Analyst, Database Administrator, Network/System Administrator, Systems Engineer, Storage Administrator etc.
Brief Job Description: Individuals at this job provide technical assistance in the installation, configuration, administration, support and maintenance of systems, storage or back-up services of databases etc. These roles provide cross-functional IT Services Management and work closely with multiple domains on the development, maintenance and reporting of service catalogues, processes/procedures, and new technology/tools.
Personal Attributes: This job requires the individual to have passion for delivering quality services and proactive approach to continual improvement of infrastructure and systems. He/she should have the ability to make decisions and act independently with relevant input.
Deal remotely with basic IT service requests/incidents:
Performance Criteria (PC) w.r.t. the Scope
To be competent, you must be able to:
PC1. confirm to customers that you have received the service requests/incidents
PC2. express your concern for any difficulties caused and your commitment to resolve them
PC3. obtain sufficient information from customers to understand the nature of the problems and perform initial diagnosis
PC4. record and categorize service requests/incidents accurately using your organization’s incident management tool
PC5. support customers remotely to test potential solutions
PC6. prioritize service requests/incidents according to organizational guidelines
PC7. provide customers with a justifiable estimate of resolution time, where an immediate solution cannot be found
PC8. refer problems to appropriate people, where the problems cannot be resolved by the helpdeskPC9. obtain advice and guidance from appropriate people where problems are outside your area of competence
PC10. monitor problems to keep customers informed about progress and any delays in resolving problems
PC11. obtain confirmation from customers that problems have been resolved
PC12. record the resolution of problems accurately using your organization’s incident management tool
PC13. comply with relevant standards, policies, procedures and guidelines when dealing with basic IT service requests/incidents
. Organizational Context
You need to know and understand: KA1. your organization’s policies, procedures and processes for dealing with basic IT service requests or incidents KA2. your organization’s guidelines for categorizing and prioritizing service requests KA3. methods and techniques used when working with customers KA4. limits of your role and responsibilities in relation to IT service requests/incidents KA5. who to refer problems to when they cannot be resolved by the IT helpdesk KA6. your organization’s tools and processes for incident management and customer support, and how to use them KA7. the importance of keeping customers informed about timescales for progress and resolution of service requests/incidents
Technical Knowledge
You need to know and understand: KB1. relevant standards, policies, compliance requirements, procedures and guidelines that apply when dealing with basic IT service requests/incidents KB2. relevant product reference guides or support materials to help resolve problems KB3. common problems in your area of work and how to resolve these, including: a. account maintenance/access problems b. networking/connectivity problems c. hardware problems d. operating system problems e. voice, telephone or video-related problems f. software installation/configuration problems g. database problems KB4. technologies relating to your area of work, including: a. hardware devices (e.g. laptops, desktops, Blackberries, routers, switches, LAN cables, RAM, mother board, server, RAID, blade server, storage media, printers, other peripherals and drivers)b. operating systems (e.g. Windows, UNIX, Macintosh) c. networks (e.g. LAN, WAN, VPN, IP, wireless, network devices) d. messaging (e.g. Outlook, Windows Mobile, Blackberry, Lotus Notes) e. servers (e.g. Windows Server and Active Directory, VMware, Citrix) f. remote troubleshooting tools (e.g. PC Anywhere, DameWare, WebEx, Live Meeting, Radmin) g. PC lifecycle management tools (e.g. SMS, SCOM, Marimba, Altris) h. productivity tools (e.g. MS Office) i. IT service management tools
Writing Skills
You need to know and understand how to:
SA1. communicate with others in writing
SA2. complete accurate well written work with attention to detail
Reading Skills
You need to know and understand how to:
SA3. follow guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA4. listen effectively and orally communicate information
SA5. ask for clarification and advice from others
Professional Skills
Decision Making
You need to know and understand how to:
SB1. follow rule-based decision-making processes
SB2. make a decision on a suitable course of action
Plan and Organize
You need to know and understand how to:
SB3. plan and organize your work to achieve targets and deadlines
Customer Centricity
You need to know and understand how to:
SB4. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements
SB5. work effectively in a customer facing environment
SB6. build and maintain positive and effective relationships with customers
SB7. check that your own work meets customer requirements
SB8. deliver consistent and reliable service to customers
Problem Solving
You need to know and understand how to:
SB9. apply problem-solving approaches in different situations
SB10. seek clarification on problems from others
SB11. refer anomalies to the supervisor
Analytical Thinking
You need to know and understand how to:
SB12. pass on relevant information to others
Critical Thinking
You need to know and understand how to:
SB13. apply balanced judgments to different situations
SB14. provide opinions on work in a detailed and constructive way
Attention to Detail
You need to know and understand how to:
SB15. check your work is complete and free from errors
SB16. get your work checked by others
Team Working
You need to know and understand how to:
SB17. work effectively in a team environment
SB18. work independently and collaboratively
Technical Skills
You need to know and understand how to:
SC1. use information technology effectively to input and/or extract data accurately
SC2. store and retrieve information
SC3. keep up to date with changes, procedures and practices in your field of expertise
SC4. keep up to date with changes, procedures and practices in your role
Deal directly with IT service requests/incidents:
Performance Criteria
To be competent, you must be able to:
PC1. monitor systems to identify promptly automated alerts and customer service requests
PC2. validate automated alerts to ensure they are genuine incidents
PC3. record and acknowledge service requests/incidents using your organization’s tools and procedures
PC4. obtain sufficient information from customers to accurately identify the nature of service requests
PC5. analyze automated alerts to accurately identify the nature of incidents
PC6. access your organization’s knowledge base to identify solutions/workarounds
Applicable NOS Unit for service requests/incidents
PC7. evaluate the suitability of solutions/workarounds, where available
PC8. use your organization’s guidelines and standard scripts to resolve service requests/incidents within your level of competence and authority
PC9. refer service requests/incidents outside your level of competence and authority to appropriate people
PC10. obtain help or advice from appropriate people, where necessary
PC11. obtain confirmation from customers that service requests/incidents have been resolved
PC12. record the resolution of service requests/incidents accurately using your organization’s tools and procedures
PC13. comply with relevant standards, policies, procedures, guidelines and service level agreements (SLAs) when dealing directly with IT service requests/incidents.
Organizational Context
You need to know and understand: KA1. your organization’s policies, procedures, guidelines, service level agreements (SLAs) and coding standards for dealing with IT service requests or incidents KA2. different IT applications and the environments in which they are used KA3. the importance of using specific client agreements, SLAs and management plans KA4. methods and techniques, including types of questioning, used when working with customers KA5. the limits of your role and responsibilities in relation to IT service requests/incidents KA6. who to refer problems to when they are outside the limit of your authority KA7. your organization’s tools, templates and processes for recording and monitoring service requests and incidents and how to use these KA8. your organization’s guidelines and standard scripts for resolving service requests/incidents and how to use these KA9. your organization’s knowledge base and how to use and update this
Technical Knowledge You need to know and understand: KB1. how to access, monitor and validate automated alerts and customer service requests KB2. types of requests or incidents that may occur in your area of work and how to resolve them, such as a. account maintenance/access problems b. networking/connectivity problems c. hardware problems d. operating system (Windows, UNIX) problems e. voice, telephone or video-related problems f. software installation/configuration problems g. database problems KB3. technologies relating to your area of work, including: a. hardware devices (e.g. laptops, desktops, Blackberries, routers, switches, LAN cables, RAM, mother board, server, RAID, blade server, storage media, printers, other peripherals and drivers) b. operating systems (e.g. Windows, UNIX, Macintosh) c. networks (e.g. LAN, WAN, VPN, IP, wireless, network devices) d. messaging (e.g. Outlook, Windows Mobile, Blackberry, Lotus Notes) e. server (e.g. Windows Server and Active Directory, VMware, Citrix) f. remote troubleshooting tools (e.g. PC Anywhere, DameWare, WebEx, Live Meeting, Radmin) g. PC lifecycle management tools (e.g. SMS, SCOM, Marimba, Altris) h. productivity tools (e.g. MS Office) i. IT service management tools KB4. methods and techniques used to identify and evaluate workarounds or new solutions KB5. policies and compliance requirements that apply to IT service requests and incidents
Writing Skills
You need to know and understand how to:
SA1. complete accurate well written work with attention to detail
SA2. communicate with others in writing
Reading Skills
You need to know and understand how to:
SA3. follow guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA4. listen effectively and orally communicate information accurately
SA5. ask for clarification and advice from others
Professional Skills
Decision Making
You need to know and understand how to:
SB1. follow rule-based decision-making processes
SB2. make a decision on a suitable course of action
Plan and Organize
You need to know and understand how to:
SB3. plan and organize your work to achieve targets and deadlines
Customer Centricity
You need to know and understand how to:
SB4. work effectively in a customer facing environment
SB5. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements
SB6. check that your own and/or your peers work meets customer requirements
Problem Solving
You need to know and understand how to:
SB7. apply problem-solving approaches in different situations
SB8. refer anomalies to the supervisor
SB9. seek clarification on problems from others
Analytical Thinking
You need to know and understand how to:
SB10. analyze data and activities
SB11. configure data and disseminate relevant information to others
SB12. pass on relevant information to others
Critical Thinking
You need to know and understand how to:
SB13. provide opinions on work in a detailed and constructive way
SB14. apply balance judgments to different situations
Attention to Detail
You need to know and understand how to:
SB15. check your work is complete and free from errors
SB16. get your work checked by others
Team Working
You need to know and understand how to:
SB17. contribute to the quality of team working
SB18. work independently in a team environment
SB19. work independently and collaboratively
Technical Skills
You need to know and understand how to:
SC1. source and use coding standards, ticketing tools and utilities/tools
SC2. use information technology effectively to input and/or extract data accurately
SC3. identify and refer anomalies in data
SC4. store and retrieve information
SC5. agree objectives and work requirements
SC6. keep up to date with changes, procedures and practices in your field of expertise
Carry out installation/configuration of applications:
Performance Criteria
To be competent, you must be able to:
PC1. record and acknowledge service requests for installation/ configuration of basic applications using your organization’s tools and procedures
PC2. obtain sufficient information from customers to accurately identify the nature of service requests
PC3. access your organization’s knowledge base to identify procedures/guidelines/ checklists for installation/configuration of basic applications
PC4. use your organization’s procedures/guidelines/checklists to install/configure applications within your level of competence and authority
PC5. refer service requests for installation/configuration outside your level of competence and authority to appropriate people PC6. obtain help or advice from appropriate people, where necessary
PC7. obtain confirmation from customers that service requests have been fulfilled to their satisfaction
PC8. record the completion of service requests accurately using your organization’s tools and procedures
PC9. comply with relevant standards, policies, procedures, guidelines and service level agreements (SLAs) when carrying out basic application installation/ configuration
Organizational Context
You need to know and understand: KA1. your organization’s policies, procedures, guidelines and service level agreements (SLAs) for carrying out installation/configuration of applications KA2. typical information required to allow you to identify the nature of service requests KA3. methods and techniques used to deal with service requests KA4. the range of methods and techniques, including types of questioning, used when dealing with customers KA5. the limits of your role and responsibilities in relation to installation/ configuration of applications KA6. who to refer problems to when they are outside the limit of your authority KA7. your organization’s tools, templates and processes for recording service requests, including completed requests, and how to use these KA8. your organization’s knowledge base and how to access, use and update this
Technical Knowledge
You need to know and understand: KB1. different types of service requests that may occur and how to deal with these KB2. methods and tools used for carrying out installation/configuration of applications KB3. how to install/configure the range of applications used by your organization KB4. technologies relating to your area of work, including: hardware devices (e.g. laptops, desktops, Blackberries) operating systems (e.g. Windows, UNIX, Macintosh) servers (e.g. Windows Server and Active Directory, VMware, Citrix)
Writing Skills
You need to know and understand how to:
SA1. communicate with others in writing
SA2. complete accurate well written work with attention to detail
Reading Skills
You need to know and understand how to:SA3. follow instructions/guidelines/procedures/rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA4. listen effectively and orally communicate information accurately
SA5. ask for clarification and advice from others
Professional Skills
Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action
SB2. follow rule-based decision-making processes
Plan and Organize
You need to know and understand how to:
SB3. plan and organize your work to achieve targets and deadlines
Customer Centricity
You need to know and understand how to:
SB4. work effectively in a customer facing environment
SB5. check that your own work meets customer requirements
Problem Solving
You need to know and understand how to:
SB6. apply problem-solving approaches in different situations
SB7. seek clarification on problems from others
Analytical Thinking
You need to know and understand how to:
SB8. pass on relevant information to others
Critical Thinking
You need to know and understand how to:
SB9. apply balanced judgments to different situations
Attention to Detail
You need to know and understand how to:
SB10. check your work is complete and free from errors
Team Working
You need to know and understand how to:
SB11. work independently and collaboratively
SB12. work effectively in a team environment
. Technical Skills
You need to know and understand how to:
SC1. use information technology effectively to input and/or extract data accurately
SC2. store and retrieve information
SC3. agree objectives and work requirements
SC4. keep up to date with changes, procedures and practices in your role
Manage your work to meet requirements:
Performance Criteria
To be competent on the job, you must be able to:
PC1. establish and agree your work requirements with appropriate people
PC2. keep your immediate work area clean and tidy
PC3. utilize your time effectively
PC4. use resources correctly and efficiently
PC5. treat confidential information correctly
PC6. work in line with your organization’s policies and procedures
PC7. work within the limits of your job role
PC8. obtain guidance from appropriate people, where necessary
PC9. ensure your work meets the agreed requirements
Organizational Context
You need to know and understand: KA1. your organization’s policies, procedures and priorities for your area of work and your role and responsibilities in carrying out your work KA2. limits of your responsibilities and when to involve others KA3. your specific work requirements and who these must be agreed with KA4. the importance of having a tidy work area and how to do this KA5. how to prioritize your workload according to urgency and importance and the benefits of this KA6. your organization’s policies and procedures for dealing with confidential information and the importance of complying with these KA7. the purpose of keeping others updated with the progress of your work KA8. who to obtain guidance from and the typical circumstances when this may be required KA9. the purpose and value of being flexible and adapting work plans to reflect change B. Technical Knowledge You need to know and understand: KB1. the importance of completing work accurately and how to do this KB2. appropriate timescales for completing your work and the implications of not meeting these for you and the organization KB3. resources needed for your work and how to obtain and use these
Writing Skills
You need to know and understand how to:
SA1. complete accurate work with attention to detail
Reading Skills
You need to know and understand how to:
SA2. read instructions, guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA3. ask for clarification and advice from line managers
SA4. communicate orally with colleagues
Professional Skills
Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action
Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to achieve targets and deadlines
SB3. agree objectives and work requirements
Customer Centricity
You need to know and understand how to:
SB4. deliver consistent and reliable service to customers
SB5. check that your own work meets customer requirements
Problem Solving
You need to know and understand how to:
SB6. refer anomalies to the line manager
SB7. seek clarification on problems from others
Analytical Thinking You need to know and understand how to:
SB8. provide relevant information to others
SB9. analyze needs, requirements and dependencies in order to meet your work requirements
Critical Thinking
You need to know and understand how to:
SB10. apply judgments to different situations
Attention to Detail
You need to know and understand how to:
SB11. check your work is complete and free from errors
SB12. get your work checked by peers
Team Working
You need to know and understand how to:
SB13. work effectively in a team environment
Technical Skills
You need to know and understand how to:
SC1. use information technology effectively, to input and/or extract data accurately
SC2. identify and refer anomalies in data
SC3. store and retrieve information
SC4. keep up to date with changes, procedures and practices in your role
Guidelines for Assessment:
- Criteria for assessment for each Qualification Pack (QP) will be created by the Sector Skill Council (SSC). Each performance criteria (PC) will be assigned Theory and Skill/Practical marks proportional to its importance in NOS.
- The assessment will be conducted online through assessment providers authorised by SSC.
- Format of questions will include a variety of styles suitable to the PC being tested such as multiple choice questions, fill in the blanks, situational judgment test, simulation and programming test.
- To pass a QP, a trainee should pass each individual NOS. Standard passing criteria for each NOS is 70%.
