JOB COMPETENCY PROFILE SUPPORT TECHNICIAN, CS 01 INFRASTRUCTURE/OPERATIONS LARGE AND MEDIUM ORGANIZATIONS JOB NUMBER GNCS010001

Organizational Readiness Office V 1.0

TABLE OF CONTENTS Introduction ......................................................................................................... i

Job Competency Profile – Support Technician, Infrastructure/Operations Competency Summary – Support Technician, Infrastructure/Operations .......... 1 Analytical Thinking ............................................................................................. 2 Client Focus ....................................................................................................... 2 Communication .................................................................................................. 3 Continuous Learning.......................................................................................... 3 Results Orientation ............................................................................................ 4 Teamwork .......................................................................................................... 4 Infrastructure/Platforms...................................................................................... 5 Security/Information & Application Protection .................................................... 5 Telecommunications (Data & Voice) Network.................................................... 6 Testing ............................................................................................................... 6

INTRODUCTION Job Competency Profiles (JCP’s) are one of many products developed as part of IT Community Generics. Our goal is to provide you with a consistent and coordinated approach to managing resources across government, with IT employees regarded as community resources. Within the IT community, jobs are categorized within a work stream which represents a function. There are currently eight IT streams in the large and medium organizations 1 and a competency profile has been developed for each generic job/role within each stream. Because the Job Competency Profiles are designed based on the organizational models and the Generic Work Descriptions, they should only be used in conjunction with the implementation of IT Community Generics. The Job Competency Profiles for the community describe the essential behavioural and technical competencies that employees must demonstrate and maintain throughout the course of their careers as IT professionals. In addition to representing current requirements, the competencies also reflect the dynamic and evolving nature of the IT discipline. They are therefore the foundation from which IT professionals can base their continuing professional development. In summary, then, a JCP is a set of competencies and associated behaviours at the appropriate proficiency level, that link directly to work that needs to be done in order to achieve overall strategic priorities. A competency profile can be used by individuals and groups as a source document for a variety of human resources activities. The level of detail will depend on the application. For example, when establishing the staffing requirements of a role/position, it is generally necessary to focus only on the “bring” competencies – those that are identified as key to immediate successful performance on the job. These are often behavioural and technical competencies the candidates must have learned, developed or acquired prior to commencing in the position. The “learn” competencies, on the other hand, are critical to successful performance once the employee is on the job. These would therefore not be assessed during the recruitment and selection process but could be included in the employee’s learning plan. When you use the Job Competency Profiles for staffing, learning and development and career planning, please provide us with your feedback. We intend to continue making revisions to the Profiles based on your experience. For further information, please refer to the following documents on the ORO website – www.ITgenerics.gc.ca: o o

Implementation Guide; Behavioural and Technical Dictionaries, which provide an in-depth description of competency proficiency levels.

The IT Job Competency Profiles were developed through a series of consultation sessions with subject matter experts from across government. We wish to thank all participants in the process for their assistance and guidance.

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Large and medium organizations are based on the size of the CS population. Medium: 150 – 499. Large: greater than 500. i

COMPETENCY SUMMARY SUPPORT TECHNICIAN, INFRASTRUCTURE/OPERATIONS

COMPETENCY

COMPETENCY DEFINITION

PROFICIENCY LEVEL

Analytical Thinking

Interpreting, linking and analyzing information to understand issues.

1

Client Focus

Identifying and responding to current and future client needs; providing service excellence to internal and external clients.

1

Communication

Listening to others and communicating in an effective manner that fosters open communication.

2

Continuous Learning

Identifying and addressing individual strengths and weaknesses, developmental needs and changing circumstances to enhance personal and organizational performance.

2

Results Orientation

Focusing personal efforts on achieving results consistent with the organization’s objectives.

1

Teamwork

Working collaboratively with others to achieve common goals and positive results.

1

Infrastructure / Platforms

Knowledge and ability to support the enterprise computing infrastructure (e.g., enterprise servers, client server, storage devices and systems, hardware and software) in the provision, management, storage, operation, scheduling, support and maintenance of the infrastructure.

2

Security / Information & Application Protection

Knowledge and ability to ensure there are adequate technical and organizational safeguards to protect the continuity of IT infrastructure services by the implementation of IT security principles, methods, practices, policies and tools that are used in securing IT resources including information and operations security, physical security, business continuity/disaster recovery planning, methods to deal with security breaches and security assessment in a technical environment.

2

Telecommunications (Data & Voice) Network

Knowledge and ability to implement the methods, practices and policies governing the design, analysis, development, management and use of the hardware and software used to transfer information such as data, voice, images and video.

1

Testing

Knowledge and ability to perform testing of software and/or hardware using a systematic approach (i.e., the orderly progression of testing in which software and/or hardware elements are combined and tested until the entire system has been integrated).

2

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BEHAVIOURAL COMPETENCIES

ANALYTICAL THINKING Analytical thinking involves interpreting, linking and analyzing information to understand issues.

WHY THIS COMPETENCY MATTERS Infrastructure/Operations Support Technicians spend much of their time analyzing and solving routine problems. Their effectiveness as analytical thinkers is linked to their ability to gather information from many sources in order to fully understand a situation. Often, there is intense pressure to solve problems quickly. In spite of this pressure, Infrastructure/Operations Support Technicians take time to gather enough information so they can get to the root of the problem. This analysis helps them to determine whether problems/concerns can be solved immediately or, when issues are more complex, referred to second level support technicians for handling.

TARGET LEVEL: 1 Analyzes and synthesizes information Fully competent Infrastructure/Operations Support Technicians: ◆ ◆ ◆

Break down concrete issues into parts and synthesize succinctly Collect and analyze information from a variety of appropriate sources Identify the links between situations and information

CLIENT FOCUS Client Focus means identifying and responding to current and future needs and providing service excellence to internal and external clients.

WHY THIS COMPETENCY MATTERS When a collaborative relationship exists between Infrastructure/Operations Support Technicians and business clients, service can be provided in a manner that demonstrates flexibility and openmindedness. Because of their understanding of their clients’ perspectives, Application Development Programmers are able to focus on the “bottom line”. They frequently ask for feedback in order to determine if IT infrastructure components (LAN/MAN/WAN, workstations, server and mainframe operations) enable their clients to effectively and efficiently deliver results and make sure that, whenever possible, this feedback is reflected in any corrective action taken. In this way, they avoid making assumptions about what clients or stakeholders do or do not want.

TARGET LEVEL: 1 Responds to client requests Fully competent Infrastructure/Operations Support Technicians: ◆ ◆ ◆

Identify client needs and expectations Respond to requests efficiently and effectively Take action beyond explicit request within established service standards

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Refer complex questions to a higher decision-making level

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Meet client needs in a respectful, helpful and responsive manner

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Seek feedback to develop a clear understanding of client needs and outcomes Use client satisfaction monitoring methodologies to ensure client satisfaction Adjust service based on client feedback

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COMMUNICATION Communication involves listening to others and communicating in an effective manner that fosters open communication.

WHY THIS COMPETENCY MATTERS Infrastructure/Operations Support Technicians use a consultative approach when they are communicating with others. Through the use of effective two-way communication, Support Technicians listen to the “voice of the customer” and understand real needs, rather than relying on assumptions about what clients or stakeholders do or do not want. They spend as much time listening as they do speaking and use effective questioning skills to collect accurate information, despite clients’ varying degrees of technical knowledge. They are able to provide technological solutions to clients in understandable terms, both orally and in writing and, because they understand their clients’ business concerns, they can describe solutions in terms of their impact on the clients’ business objectives.

TARGET LEVEL: 2 Fosters two-way communication Fully competent Infrastructure/Operations Support Technicians: ◆ ◆ ◆

Elicit comments or feedback on what has been said Maintain continuous open and consistent communication with others Openly and constructively discuss diverse perspectives that could lead to misunderstandings

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Communicate decisions or recommendations that could be perceived negatively, with sensitivity and tact

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Support messages with relevant data, information, examples and demonstrations

CONTINUOUS LEARNING Continuous Learning is identifying and addressing individual strengths and weaknesses, developmental needs and changing circumstances to enhance personal and organizational performance.

WHY THIS COMPETENCY MATTERS Infrastructure/Operations Support Technicians are consulted because of their technical expertise. However, they are able to balance the confidence they exhibit in their knowledge of technology with an open-mindedness to other views/solutions. Given the constantly changing and evolving nature of technology, “old” solutions do not always continue to be effective. Support Technicians must be committed to thinking about how new technology affects the way work is done and how products and services are delivered. They are continually learning and actively pursue opportunities to increase their knowledge by reading, learning from other experts, taking courses and attending lectures. They demonstrate “active learning” by looking for opportunities to practice a new skill and apply it effectively.

TARGET LEVEL: 2 Seeks to improve personal effectiveness in current situation Fully competent Infrastructure/Operations Support Technicians: ◆

Try new approaches to maximize learning in the current situation

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Take advantage of learning opportunities (e.g., courses, observation of others, assignments, etc.)

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Integrate new learning into work methods

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RESULTS ORIENTATION Results Orientation is focusing personal efforts on achieving results that are consistent with the organization’s objectives.

WHY THIS COMPETENCY MATTERS Infrastructure/Operations Support Technicians are focused on meeting the organization’s standards of excellence while, at the same time, taking ownership of their personal work objectives. They understand what needs to be accomplished and how it should be done and take responsibility for finding answers to questions and solutions to problems. They meet their responsibilities with energy and enthusiasm. Support Technicians actively support decisions that are good for their organization, even when they have concerns about how these will affect them personally.

TARGET LEVEL: 1 Strives to meet work expectations Fully competent Infrastructure/Operations Support Technicians:

◆ Set goals and work to meet established expectations; maintain performance levels ◆

Pursue organizational objectives with energy and persistence; set high personal standards for performance

◆ Adapt working methods in order to achieve objectives ◆

Accept ownership of and responsibility for own work

TEAMWORK Teamwork involves working collaboratively with others to achieve common goals and positive results.

WHY THIS COMPETENCY MATTERS When teams are used to solve problems and make decisions, different resources can be brought together to interact and develop options that would not be available if an individual was acting on his/her own. Infrastructure/Operations Support Technicians play a critical role in ensuring that teams function effectively by working co-operatively with others to achieve team/project and organizational objectives. They are able to understand and respond effectively to people from diverse backgrounds with diverse views. The Support Technician keeps team members informed regarding all useful and relevant information, assisting them to make well-informed decisions and recommendations. Once the team makes a decision, he/she is visibly supportive.

TARGET LEVEL: 1 Participates as a team member Fully competent Infrastructure/Operations Support Technicians: ◆

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Assume personal responsibility and follow up to meet commitments to others Understand the goals of the team and each team member’s role within it Deal honestly and fairly with others, showing consideration and respect

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Willingly give support to co-workers and work collaboratively rather than competitively

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Share experiences, knowledge and best practices with team members

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TECHNICAL COMPETENCIES

INFRASTRUCTURE/PLATFORMS Infrastructure and Platforms is the knowledge and ability to support the enterprise computing infrastructure (e.g., enterprise servers, client server, storage devices and systems, hardware and software) in the provision, management, storage, operation, scheduling, support and maintenance of the infrastructure.

TARGET LEVEL: 2 Basic Fully competent Infrastructure/Operations Support Technicians: ◆

◆

Understand the platform technology and concepts Understand how basic concepts relate to each other and apply them

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Understand how the platform integrates with other environments, at a basic level, from an end-user perspective

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Operate the platform at a simple level

◆ ◆

Troubleshoot basic physical or software problems Understand and apply the standards

SECURITY/INFORMATION & APPLICATION PROTECTION Security/Information and Application Protection is knowledge and ability to ensure there are adequate technical and organizational safeguards to protect the continuity of IT infrastructure services by the implementation of IT security principles, methods, practices, policies and tools that are used in securing IT resources including information and operations security, physical security, business continuity/disaster recovery planning, methods to deal with security breaches and security assessment in a technical environment.

TARGET LEVEL: 2 Basic Fully competent Infrastructure/Operations Support Technicians: ◆

Understand concepts of IT security and its application to computer systems architecture

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TELECOMMUNCIATIONS (DATA & VOICE) NETWORK Telecommunications (Data and Voice) Network is the knowledge and ability to implement the methods, practices and policies governing the design, analysis, development, management and use of the hardware and software used to transfer information such as data, voice, images and video.

TARGET LEVEL: 1 Introductory Fully competent Infrastructure/Operations Support Technicians: ◆

Demonstrate basic understanding of data communications and components, definitions, key concepts, communication protocols and platforms (e.g., Firewalls, Security, Frame Relay, SNA, ATM, Hubs/Routers/Gateways, switches, VIOP, ISDN, routing protocols)

◆

Understand need for capacity planning and performance management

TESTING Testing is the knowledge and ability to perform testing of software and/or hardware using a systematic approach (i.e., the orderly progression of testing in which software and/or hardware elements are combined and tested until the entire system has been integrated.

TARGET LEVEL: 2 Basic Fully competent Infrastructure/Operations Support Technicians: ◆

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Test and debug software modules Conduct unit testing

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Understand testing methodologies and principles

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Execute test scripts

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Understand standards for testing Report test results Understand and apply IT system security for applications Use a testing tool

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