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Evidence Guide: ICTTEN5084A - Provide expert advice and support on complex faults

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

ICTTEN5084A - Provide expert advice and support on complex faults

What evidence can you provide to prove your understanding of each of the following citeria?

Establish background information

  1. Notify client to identify type of fault and occurrence
  2. Obtain report of any action taken by first fault repairer and subsequent result
  3. Analyse fault history in order to establish any fault patterns including questioning personnel involved in previous fault repair if relevant
  4. Develop strategies for identification and repair using advice from other engineering and technical personnel
  5. Refer to relevant legislation, codes, regulations and standards relating to repair
  6. Inform customer of issues and possible solutions
Notify client to identify type of fault and occurrence

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain report of any action taken by first fault repairer and subsequent result

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse fault history in order to establish any fault patterns including questioning personnel involved in previous fault repair if relevant

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop strategies for identification and repair using advice from other engineering and technical personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer to relevant legislation, codes, regulations and standards relating to repair

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customer of issues and possible solutions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake fault diagnostic

  1. Isolate fault progressively using a fault identificationapproach to remove likely variables from assessment
  2. Identify fault in the shortest time possible or escalate to appropriate level
  3. Seek back up support from the product manufacturer when required
Isolate fault progressively using a fault identificationapproach to remove likely variables from assessment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify fault in the shortest time possible or escalate to appropriate level

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek back up support from the product manufacturer when required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise fault rectification

  1. Determine options to rectify fault, including any downtime and present to customer for decision
  2. Replace or repair defective parts or equipment according to service agreement
  3. Reprogram equipment as required
  4. Complete work in a manner which is safe both to the repairer and to the customer
  5. Dismantle and remove temporary service in a safe and efficient manner where appropriate
  6. Provide on site repair staff with clear and precise instructions on fault rectification where appropriate
Determine options to rectify fault, including any downtime and present to customer for decision

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Replace or repair defective parts or equipment according to service agreement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reprogram equipment as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete work in a manner which is safe both to the repairer and to the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Dismantle and remove temporary service in a safe and efficient manner where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide on site repair staff with clear and precise instructions on fault rectification where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document fault details

  1. Record details of fault and actions taken to both find and repair and store for future reference
  2. Advise product manufacturer of fault and repair details if applicable
  3. Recommend changes to product/product model design where appropriate
  4. Advise client and obtain sign off
Record details of fault and actions taken to both find and repair and store for future reference

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise product manufacturer of fault and repair details if applicable

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend changes to product/product model design where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise client and obtain sign off

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

methodically identify and rank likely causes of faults

analyse and interpret test results

apply enterprise escalation and outage procedures

prioritise fault rectification in a timely manner and report progress

organise repair of fault and conduct of tests to verify outcomes

prepare documentation of fault:

nature

location

likely causes

repair methodology

recommendations relating to system redesign or specification.

Context of, and specific resources for assessment

Assessment must ensure:

sites on which fault diagnostics may be conducted

use of testing equipment currently used in industry

relevant regulatory and equipment documentation that impact on complex fault repairs.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

review of a complex CPE fault project completed by the candidate

review of an oral and written report with completed documentation

direct observation of the candidate providing expert advice and support on complex CPE faults.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICTTEN5083A Locate, diagnose and rectify complex faults.

Aboriginal people and other people from a non-English speaking background may have second language issues.

Access must be provided to appropriate learning and assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the oral communication skill level, and language and literacy capacity of the candidate and the work being performed.

In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency.

Where applicable, physical resources should include equipment modified for people with special needs.

Required Skills and Knowledge

Required skills

communication skills to liaise with internal and external personnel on technical and operational matters

literacy skills to interpret technical documentation, equipment manuals and specifications

numeracy skills to take and analyse measurements

planning and organisational skills to organise and maintain equipment

problem solving skills to solve equipment and logistics problems

task management skills to work systematically with required attention to detail and adherence to all safety requirements

technical skills to:

interpret drawings related to customer's telecommunications equipment

provide expert advice on fault clearance

use databases

use diagnostic equipment

Required knowledge

features and operating requirements of test equipment

information required to operate remote diagnostic equipment according to a test specification

legislation, codes of practice and other formal agreements that impact on the work activity

manufacturer's requirements for effective operation of equipment

specific occupational health and safety (OHS) requirements relating to the activity and site conditions

test methods and performance requirements

typical issues and challenges that occur on site

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client may include:

asset owner

government department

private organisation

small or medium enterprise (SME).

Type of fault may include:

compatibility

equipment

level 2 or level 3

network

software

system.

Fault patterns are either:

of a spurious nature and have failed to be fixed or detected either remotely or on site

of a recurring nature and previous efforts to repair have failed.

Previous fault repair may include:

atmospheric conditions

bad connections

building works

equipment failure

faulty circuit board

faulty parts

incorrect terminations

jumpering

near end crosstalk

operator error

other likely fault areas:

building cabling (including main distribution frame (MDF))

carriers

external cable

MDF jumpers

power supply

program errors

recent additions to system

software problems

time of fault.

Other engineering or technical personnel may include:

carrier or service provider staff

electrical contractor

equipment manufacturer

equipment supplier

external customer

on site operation staff.

Relevant legislation, codes, regulations and standards may include:

Australian Communications Industry Forum (ACIF) standards and codes

Australian Communications and Media Authority (ACMA) technical standards

Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) electromagnetic radiation (EMR) standard

Australian building codes and regulations

Australian standards

enterprise standards

environmental protection

equipment standards

fire regulations

heritage legislation

international standards

intrinsically safe lightning protection

local government

OHS

Radcoms Act

site engineering standard

Telecoms Act

WIs, CIs, business operating procedures (BOPs), radiocommunications assignment and licensing instructions (Ralis), assignment guidelines, spectrum planning reports.

Fault identificationapproach may include:

level 1:

first in network maintenance

has a time specification for fault identification (approx 1 hour)

level 2 maintenance or repair:

usually involves a higher skilled operator

level of maintenance or repair applies when the fault cannot be located within the specified first in maintenance timeframe or where the fault is intermittent or recurring

level 3:

usually located at a national level within a company

very highest level of skill is required at this level

work on faults that cannot be located or fixed at the first two levels - spurious faults

fault location and identification is usually undertaken remotely from the site using the on site repair person to undertake the work

using fault finding methodology

using available data:

customer and repairer questioning details

customer records

details of system checks

equipment/product manuals

log books

software program

test data

using customer's specifications and system documentation:

contract document

specification schedules

system configuration diagrams and site installation records

floor distributor panel (FDP) log book data

intermediate distribution frame (IDF)

MDF

system program.

Identify fault is most often undertaken:

as part of a service agreement:

maintenance agreements between communication companies and their clients

on a fee for service basis as agreed with a client:

usually involve charges relating to labour and parts

remotely from the customer premises using resident fault repairers to undertake the actual work

under warranty as specified by the equipment manufacturer or supplier.

Rectify fault may include:

component replacement

equipment reprogram

functionality tests

repair

replacement and/or modification

software redesign

visual inspections.