The global skills and competency framework for the digital world

Network support NTAS

Providing maintenance and support services for communications networks.

Levels of responsibility for this skill

2 3 4 5

Updates for SFIA 9

  • There is an updated version of this skill 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 and resolving problems
  • devising work-arounds and correcting faults
  • making general or site-specific modifications
  • operational configuration of network components
  • testing networks, both routinely and after modification or fault/fix
  • adhering to established safety, security and quality standards
  • providing information, advice or training to users about networks functionality.

Support may be provided direct to users of the network or to service delivery functions.

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.

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.

Contributes to the operational configuration of network components.

Assists in the investigation and resolution of network problems.

Assists with specified maintenance procedures.

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.

Carries out agreed network maintenance tasks and specified operational configuration of network components.

Establish and diagnose network problems/faults using the required troubleshooting methodology and tools.

Uses network management software and tools to collect agreed performance and traffic statistics.

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.

Maintains the network support process and checks that all requests for support are dealt with according to agreed procedures.

Ensures network configurations are applied to meet operational requirements in line with agreed procedures.

Uses network management software and tools to investigate and diagnose network problems, collect performance statistics and create reports.

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.

Drafts and maintains procedures and documentation for network support and operation.

Makes a significant contribution to the investigation, diagnosis and resolution of network problems.

Ensures that all requests for support are dealt with according to set standards and procedures.