Network support NTAS

(unchanged)

Providing maintenance and support services for communications networks.

SFIA 9 is in development

SFIA 9 beta due in early July 2024
SFIA 9 planned for publication October 2024

This is a prototype for SFIA 9. It is subject to change before publication.

Guidance notes

(modified)

Activities may include — but are not limited to:

monitoring network performance, investigating issues, troubleshooting and testing network devices and testing
implementing and managing network security measures, including access control, authentication, encryption, and intrusion detection/prevention
configuring and maintaining network solutions in cloud-based and virtual 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

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 reponsibilities.

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 with tasks (generic examples are provided by the essence statements for each level)

Where higher levels are not defined...

You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Levels

Defined at these levels:

Click to learn why SFIA skills are not defined at all 7 levels.

Show/hide extra descriptions and levels.

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.

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.

(modified)

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 basic support and guidance to network users.

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.

(modified)

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

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

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

Collects performance and traffic statistics and collaborates with others to ensure effective network support.

Network support: Level 4

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

(modified)

Applies technical expertise to maintain and optimise network infrastructure, executing updates and employing automation tools. Configures tools and/or creates scripts to automate network tasks.

Uses network management tools to monitor load and performance statistics. Investigates and enables the resolution of network-related operational issues.

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 and updates. 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 achieving workgroup objectives and managing work from analysis to execution and evaluation

(modified)

Leads network operations to optimise performance. Drives adoption of tools and processes for effective operational management and delivery.

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

Maintains procedures and documentation. Investigates and resolves complex network problems. Tracks operational issues and reports to stakeholders.

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

Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, fosters organizational collaboration, and accepts accountability in key areas.

Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success

Large change