The global skills and competency framework for the digital world

Network support NTAS

Providing maintenance and support services for communications networks.

Revision notes

Updates for SFIA 9

  • Theme(s) influencing the updates for this skill: Application of SFIA skills for cloud-based working, Making SFIA easier to consume (enhance readability/guidance/descriptions), Making SFIA easier to consume (new levels).
  • A new level has been added at level 1.
  • Readability improvements have been made to levels 2, 3, 4, and 5.
  • You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
  • Previous SFIA assessments or skills mapping are not impacted by this change.

Guidance notes

Activities may include, but are not limited to:

  • monitoring network performance, investigating issues, troubleshooting and testing network devices
  • implementing and managing network security measures, including access control, authentication, encryption and intrusion detection/prevention
  • configuring and maintaining network solutions across physical, virtual and cloud environments
  • automating network support tasks using scripting, automation tools and orchestration platforms
  • creating and maintaining network documentation, including diagrams, configuration files and procedures
  • providing technical support, advice and guidance to users and collaborating with others to resolve network issues
  • analysing network performance, generating reports and presenting findings and recommendations to stakeholders
  • collaborating with others to ensure seamless integration and operation across all environments.

Understanding the responsibility levels of this skill

Where lower levels are not defined...
  • Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.
Where higher levels are not defined...
  • Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

  • Learning key concepts and principles related to this skill and its impact on your role
  • Performing related skills (see the related SFIA skills)
  • Supporting others who are performing higher level tasks and activities
Where higher levels are not defined...
  • You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Show/hide extra descriptions and levels.

Levels of responsibility for this skill

1 2 3 4 5

Network support: Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

Supports routine network tasks under close supervision.

Monitors basic network health and reports on the status of network components.

Assists with straightforward troubleshooting and follows established procedures to maintain operational continuity.

Escalates issues as necessary to higher levels of support

Network support: Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Assists in the operational configuration of network components and the investigation and resolution of network problems.

Assists in the implementation of basic scripting and automation tools to streamline network support tasks.

Assists with specified maintenance procedures and follows established safety, security and quality standards.

Provides first-line support and guidance to network users, escalating issues as necessary.

Network support: Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Executes agreed network maintenance tasks and specified operational configuration of network components.

Identifies and diagnoses network problems/faults using the required troubleshooting tools and network management software, including addressing security-related issues.

Implements and maintains scripts, automation tools and orchestration platforms to optimise network support processes.

Collects performance and traffic statistics and collaborates with others to ensure network effectiveness and resolve issues

Network support: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Applies technical expertise to maintain and optimise network infrastructure, executing updates and employing automation tools.

Uses network management tools to monitor load, performance, and security statistics. Investigates and enables the resolution of network-related operational and security issues. Configures tools and/or creates scripts to automate network tasks.

Maintains operational procedures and checks that they are followed. Provides reports and proposals for improvement to stakeholders.

Contributes to the planning and implementation of network maintenance, updates, and security enhancements. Implements agreed network changes and maintenance routines.

Network support: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Leads network operations to optimise performance.

Oversees planning, installation, maintenance, and acceptance of network components and services, aligning with service expectations, standards, and security requirements.

Ensures network support requests are handled according to set standards and procedures.

Drives the adoption of tools and processes for effective operational management and delivery, ensuring security considerations are addressed. Maintains procedures and documentation. Investigates and resolves complex network problems. Tracks operational issues and reports to stakeholders.

Keywords
Large change New level