Format:ModCur_2015_1_0
ModelCurriculum
TechnicalSupportEngineer
TechnicalSupportEngineer
IT-ITeSEngineeringandR&DTechnicalSupportSSC/Q51015
SECTOR:SUB-SECTOR:OCCUPATION:REFERENCEID:NSQFLEVEL:
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TableofContents
Curriculum/Syllabus..............................................................................................................................................3Dealremotelywithcustomerqueries..............................................................................................................................................3Co-ordinate/Resolvesoftwareproducts/applicationsissues..........................................................................................................4Manageyourworktomeetrequirements......................................................................................................................................5Workeffectivelywithcolleagues.....................................................................................................................................................5Maintainahealthy,safeandsecureworkingenvironment............................................................................................................6Providedata/informationinstandardformats...............................................................................................................................6Developyourknowledge,skillsandcompetence............................................................................................................................7UniqueEquipmentRequired:.........................................................................................................................................................7
Annexure1:AssessmentCriteria............................................................................................................................10
Annexure2:TrainerPrerequisitesforJobrole:TechnicalSupportEngineermappedtoQualificationPack:SSC/Q5101............................................................................................................................................................14
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TechnicalSupportEngineerCurriculum/Syllabus
ThisprogramisaimedattrainingcandidatesforthejobofaTechnicalSupportEngineerintheIT-ITeSSector/Industryandaimsatbuildingthefollowingkeycompetenciesamongstthelearner.
ProgramName TechnicalSupportEngineer
QualificationPackName&ReferenceID.ID
TechnicalSupportEngineerSSC/Q5101
VersionNo. 1.0 VersionUpdateDate 31/01/2015
Pre-requisitestoTraining 12th
TrainingOutcomes Aftercompletingthisprogramme,participantswillbeableto:• Dealremotelywithcustomerqueries• Co-ordinate/Resolvesoftwareproducts/applicationsissues• Manageyourworktomeetrequirements• Workeffectivelywithcolleagues• Maintainahealthy,safeandsecureworkingenvironment• Providedata/informationinstandardformats• Developyourknowledge,skillsandcompetence
ThiscourseencompassesallSixNationalOccupationalStandards(NOS)ofTechnicalSupportEngineerQualificationPackissuedbyIT-ITeSSectorSkillsCouncilNASSCOM.
Sr.No. Module
TheoryDuration(hh:mm)
PracticalDuration(hh:mm)
KeyLearningOutcomes CorrespondingNOSCode
EquipmentRequired
1. Dealremotelywithcustomerqueries
0:00 0:00 Candidateswillbeableto:• greet customers and verify theirdetails, following yourorganization’sprocedures
• listen carefully to customers andask appropriate questions tounderstandthenatureofqueries
• summarize, and obtain customerconfirmation of, yourunderstandingofqueries
• express your concern for anydifficulties caused and yourcommitmenttoresolvingqueries
• record and categorize queriesaccurately using yourorganization’squerymanagementtool
• referqueriesoutsideyourareaofcompetence or authoritypromptlytoappropriatepeople
SSC/N3003 RefertoUniqueEquipmentRequired
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Sr.No. Module
TheoryDuration(hh:mm)
PracticalDuration(hh:mm)
KeyLearningOutcomes CorrespondingNOSCode
EquipmentRequired
• access your organization’sknowledge base for solutions toqueries,whereavailable
• resolvequerieswithinyourareaofcompetence or authority in linewithorganizationalguidelinesandservicelevelagreements(SLAs)
• obtain advice and guidance fromappropriate people, wherenecessary
• obtain confirmation fromcustomersthatquerieshavebeenresolvedtotheirsatisfaction
• record the resolution of queriesaccurately using yourorganization’squerymanagementtool
• comply with relevant standards,policies, procedures andguidelineswhendealingremotelywithcustomerqueries
2. Co-ordinate/Resolvesoftwareproducts/applicationsissues
0:00 0:00 Candidateswillbeableto:• establish project objectives andscope and review these withappropriatepeople
• identify project requirements,resources and stakeholders andtheir potential impact on theproject
• access your organization’sknowledge base to identifyexisting templates, pastexperiences and relevant bestpracticesfordeploymentprojects
• develop plans to meet projectobjectives and scope, usingstandardtemplatesandtools
• review plans with appropriatepeopleandintegratetheirinputs
• obtain timely approval of plansfromappropriatepeople
• liaisewithprojectstakeholderstoensuretheyhavetheinformationtheyneedontime
• liaise with deployment/migrationteams to ensure they adhere toproject timelines and resourceconstraints
SSC/N5101
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Sr.No. Module
TheoryDuration(hh:mm)
PracticalDuration(hh:mm)
KeyLearningOutcomes CorrespondingNOSCode
EquipmentRequired
• createprogressreportsasdefinedinplans
• identifyanyproblemswithprojectprogress and take appropriatecorrectiveactionwithinyourlevelofcompetenceandauthority
• adhere to non-disclosureagreement
• escalate problems beyond yourlevel of competence or authoritytoappropriatepeople
• recommendjustifiablechangestoprojects based on experience ofworkinprogress
• obtain advice and guidance fromappropriatepeopleonanyaspectsof projects about which you areunsure
• recommend to appropriatepeople any ways in whichdeployment procedures can beimproved
• follow your organization’spolicies, procedures andguidelineswhenco-ordinatingthedeployment of softwareproducts/applications
3. Manageyourworktomeetrequirements
0:00 0:00 Candidateswillbeableto:• establish and agree your workrequirements with appropriatepeople
• keep your immediate work areacleanandtidy
• utilizeyourtimeeffectively• use resources correctly andefficiently
• treat confidential informationcorrectly
• work in line with yourorganization’s policies andprocedures
• workwithinthelimitsofyourjobrole
• obtainguidancefromappropriatepeople,wherenecessary
• ensure your work meets theagreedrequirements
SSC/N9001
4. Workeffectivelywithcolleagues
0:00 0:00 Candidateswillbeableto:• communicate with colleaguesclearly,conciselyandaccurately
• workwithcolleaguestointegrateyourworkeffectivelywiththeirs
SSC/N9002
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Sr.No. Module
TheoryDuration(hh:mm)
PracticalDuration(hh:mm)
KeyLearningOutcomes CorrespondingNOSCode
EquipmentRequired
• pass on essential information tocolleagues in line withorganizationalrequirements
• work in ways that show respectforcolleagues
• carryoutcommitmentsyouhavemadetocolleagues
• letcolleaguesknowingoodtimeifyou cannot carry out yourcommitments, explaining thereasons
• identify any problems you haveworkingwithcolleaguesandtakethe initiative to solve theseproblems
• follow the organization’s policiesand procedures forworkingwithcolleagues
5. Maintainahealthy,safeandsecureworkingenvironment
0:00 0:00 Candidateswillbeableto:• comply with your organization’scurrenthealth,safetyandsecuritypoliciesandprocedures
• report any identified breaches inhealth, safety, and securitypolicies and procedures to thedesignatedperson
• identify and correct any hazardsthat you can deal with safely,competentlyandwithinthelimitsofyourauthority
• report any hazards that you arenotcompetenttodealwithtotherelevant person in line withorganizational procedures andwarn other people who may beaffected
• follow your organization’semergency procedures promptly,calmly,andefficiently
• identify and recommendopportunities for improvinghealth,safety,andsecuritytothedesignatedperson
• complete any health and safetyrecordslegiblyandaccurately
SSC/N9003
6. Providedata/information
0:00 0:00 Candidateswillbeableto:• establish and agree withappropriate people the
SSC/N9004
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Sr.No. Module
TheoryDuration(hh:mm)
PracticalDuration(hh:mm)
KeyLearningOutcomes CorrespondingNOSCode
EquipmentRequired
instandardformats
data/information you need toprovide,theformatsinwhichyouneedtoprovideit,andwhenyouneedtoprovideit
• obtainthedata/informationfromreliablesources
• checkthatthedata/informationisaccurate, complete and up-to-date
• obtain advice or guidance fromappropriate people where thereare problems with thedata/information
• carry out rule-based analysis ofthedata/information,ifrequired
• insert the data/information intotheagreedformats
• check theaccuracyof yourwork,involving colleagues whererequired
• report any unresolved anomaliesin the data/information toappropriatepeople
• provide complete, accurate andup-to-date data/information tothe appropriate people in therequiredformatsontime
7. Developyourknowledge,skillsandcompetence
0:00 0:00 Candidateswillbeableto:• obtain advice and guidance fromappropriate people to developyour knowledge, skills andcompetence
• identifyaccuratelytheknowledgeand skills you need for your jobrole
• identify accurately your currentlevel of knowledge, skills andcompetenceandanylearninganddevelopmentneeds
• agree with appropriate people aplanoflearninganddevelopmentactivitiestoaddressyourlearningneeds
• undertake learning anddevelopmentactivitiesinlinewithyourplan
• apply your new knowledge andskills in the workplace, undersupervision
• obtainfeedbackfromappropriatepeople on your knowledge andskills and how effectively youapplythem
SSC/N9005
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Sr.No. Module
TheoryDuration(hh:mm)
PracticalDuration(hh:mm)
KeyLearningOutcomes CorrespondingNOSCode
EquipmentRequired
• reviewyourknowledge,skillsandcompetence regularly and takeappropriateaction
TotalDuration: 0:00 0:00 UniqueEquipmentRequired:Trainingroomshouldbefullyfurnishedwiththefollowingequipment/tools/accessories.Additional/specificresources,whereverapplicable(e.g.Hardware,software)areindicatedinthemaintextcorrespondingtorelevantlearningoutcome.DomainRequirements• PCloadedwithanyCRMtoolandsomesamplerecordsfor
experimentation• Minicaselets• Instantmessenger,chatandemailtoolstoenablemock
exercisesCommonRequirements• Comfortableseatswithadequatelighting,controlled
temperatureandacousticsfortrainingandlearning• WhiteBoard,MarkersandEraser• Projectorwithscreen• Flipchartwithmarkers• Faculty’sPC/Laptopwithlatestconfigurationandinternet
connection• Supportingsoftware/applicationsforprojectingaudio,video,
recording,• PresentationToolstosupportlearningactivities:
o Intraneto Emailo IMso Learningmanagementsysteme.g.Moodle,Blackboardto
enableblendedlearning• Microphone/voicesystemforlectureandclassactivities• HandyCamera• Stationerykit–Staples,Glue,ChartPaper,SketchPens,Paint
Box,Scale,A4Sheets• ForITLabsessions:ComputerLabwith1:1PC:traineeratio
andhavinginternetconnection,MSOffice/Openoffice,Browser,Outlook/AnyotherEmailClientandchattools.
• AssessmentandTestToolsfordaytodayonlineTestsandAssessments
• Forteamdiscussions:Adequateseatingarrangementinfull/halfcircleformatforoneormoreteamsasperplannedteamcomposition.
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Sr.No. Module
TheoryDuration(hh:mm)
PracticalDuration(hh:mm)
KeyLearningOutcomes CorrespondingNOSCode
EquipmentRequired
• ReadingResources:Accesstorelevantsampledocumentsandlearningforumstoenableself-studybeforeandaftereachtrainingsession.
GrandTotalCourseDuration:0Hours0Minutes(Thissyllabus/curriculumhasbeenapprovedIT-ITeSSectorSkillsCouncilNASSCOM.)
NotesfromIT-ITeSSectorSkillsCouncilNASSCOM1. Thisdocumentoutlinesthebroadscopeofcoverage.ThisshouldbelinkedwithOBFandtrainingdeliveryplan.
OBF(Outcomebasedframework)reflectsthepedagogyusedtoensureanexpectedoutcome.Trainingdeliveryplanfocusesonthesequenceofdelivery.
2. ThoughmanyNOSshavesomeseeminglycommonoutcomes,notablycore/generic,professionalandtechnicalskills,itisimperativetounderstandthecontextualdifferencebetweenthem.Trainingprovidersareadvisedto,a. Embedsuchskillsdevelopmentinthelearningpedagogyforeachexpectedoutcomeb. Prepareadetailedsessionplanfortrainingdeliverywithfocusonsequenceanddurationoftraining
3. Runadiagnostictesttoassessprior learningofstudentsandhelptrainers/students identifytheneedforgaptraining and suitable trainingmethodology. Accordingly, more introductory level sessions may be included inguidedorself-pacedmodeoflearning.E.g.addingsomesessionsonFunctionalEnglishorUseofInternetandMSOffice.
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Annexure1:AssessmentCriteriaAssessmentCriteriafor<QPName> JobRole TechnicalSupportEngineerQualificationPack SSC/Q5101SectorSkillCouncil IT-ITeS
Sr.No.
GuidelinesforAssessment
1 Criteria for assessment for each Qualification Pack (QP) will be created by the Sector Skill Council (SSC). Eachperformancecriteria(PC)willbeassignedTheoryandSkill/PracticalmarksproportionaltoitsimportanceinNOS.
2 TheassessmentwillbeconductedonlinethroughassessmentprovidersauthorisedbySSC.3 FormatofquestionswillincludeavarietyofstylessuitabletothePCbeingtestedsuchasmultiplechoicequestions,fill
intheblanks,situationaljudgmenttest,simulationandprogrammingtest.4 TopassaQP,atraineeshouldpasseachindividualNOS.StandardpassingcriteriaforeachNOSis70%.5 Forlatestdetailsontheassessmentcriteria,pleasevisitwww.sscnasscom.com.
Assessableoutcomes Assessmentcriteriafortheoutcome Total
MarkOutof
Theory SkillsPractical
1. SSC/N3003 (Dealremotely with customerqueries)
PC1. greet customers and verify their details,followingyourorganization’sprocedures
100 5 0 5
PC2. listen carefully to customers and askappropriatequestionstounderstandthenatureofqueries
5 0 5
PC3. summarize, and obtain customerconfirmationof,yourunderstandingofqueries
10 0 10
PC4. express your concern for any difficultiescausedandyourcommitmenttoresolvingqueries
10 0 10
PC5. record and categorize queries accuratelyusingyourorganization’squerymanagementtool
10 0 10
PC6. refer queries outside your area ofcompetenceorauthoritypromptlytoappropriatepeople
10 10 0
PC7. access your organization’s knowledge baseforsolutionstoqueries,whereavailable
10 0 10
PC8. resolve queries within your area ofcompetence or authority in line withorganizational guidelines and service levelagreements(SLAs)
10 10 0
PC9.obtainadviceandguidancefromappropriatepeople,wherenecessary
5 5 0
PC10. obtain confirmation from customers thatquerieshavebeenresolvedtotheirsatisfaction
5 5 0
PC11. record theresolutionofqueriesaccuratelyusingyourorganization’squerymanagementtool
10 0 10
PC12. comply with relevant standards, policies,proceduresandguidelineswhendealingremotelywithcustomerqueries
10 0 10
Total 100 30 702. SSC/N5101 (Co-ordinate/ Resolve
PC1. establish project objectives and scope andreviewthesewithappropriatepeople
100 5 0 5
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Assessableoutcomes Assessmentcriteriafortheoutcome TotalMark
Outof
Theory SkillsPractical
softwareproducts/applicationsissues)
PC2. identifyprojectrequirements,resourcesandstakeholders and their potential impact on theproject
5 0 5
PC3. accessyourorganization’sknowledgebasetoidentify existing templates, past experiences andrelevantbestpracticesfordeploymentprojects
5 0 5
PC4. developplanstomeetprojectobjectivesandscope,usingstandardtemplatesandtools
10 5 5
PC5. review plans with appropriate people andintegratetheirinputs
5 0 5
PC6. obtain timely approval of plans fromappropriatepeople
5 0 5
PC7. liaisewithprojectstakeholderstoensuretheyhavetheinformationtheyneedontime
5 0 5
PC8. liaise with deployment/migration teams toensure they adhere to project timelines andresourceconstraints
5 0 5
PC9. createprogressreportsasdefinedinplans 5 0 5PC10. identifyanyproblemswithprojectprogressandtakeappropriatecorrectiveactionwithinyourlevelofcompetenceandauthority
10 5 5
PC11. adheretonon-disclosureagreement 5 0 5PC12. escalate problems beyond your level ofcompetenceorauthoritytoappropriatepeople
5 0 5
PC13. recommend justifiable changes toprojectsbasedonexperienceofworkinprogress
10 5 5
PC14. obtain advice and guidance fromappropriate people on any aspects of projectsaboutwhichyouareunsure
5 0 5
PC15. recommend to appropriate people anyways in which deployment procedures can beimproved
10 5 5
PC16. follow your organization’s policies,proceduresandguidelineswhenco-ordinatingthedeploymentofsoftwareproducts/applications
5 0 5
Total 100 20 803.SSC/N9001 (Manageyour work to meetrequirements)
PC1.establishandagreeyourworkrequirementswithappropriatepeople
100 6.25
0 6.25
PC2.keepyourimmediateworkareacleanandtidy 12.5
6.25 6.25
PC3.utilizeyourtimeeffectively 12.5
6.25 6.25
PC4.useresourcescorrectlyandefficiently 18.75
6.25 12.5
PC5.treatconfidentialinformationcorrectly 6.25
0 6.25
PC6.workinlinewithyourorganization’spoliciesandprocedures
12.5
0 12.5
PC7.workwithinthelimitsofyourjobrole 6.25
0 6.25
PC8. obtain guidance from appropriate people,wherenecessary
6.25
0 6.25
PC9. ensure your work meets the agreedrequirements
18.75
6.25 12.5
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Assessableoutcomes Assessmentcriteriafortheoutcome TotalMark
Outof
Theory SkillsPractical
Total 100 25 754.SSC/N9002 (Workeffectively withcolleagues)
PC1. communicate with colleagues clearly,conciselyandaccurately
100 20 0 20
PC2.workwithcolleaguestointegrateyourworkeffectivelywiththeirs
10 0 10
PC3.passonessentialinformationtocolleaguesinlinewithorganizationalrequirements
10 10 0
PC4.workinwaysthatshowrespectforcolleagues 20 0 20PC5. carry out commitments you have made tocolleagues
10 0 10
PC6.letcolleaguesknowingoodtimeifyoucannotcarry out your commitments, explaining thereasons
10 10 0
PC7.identifyanyproblemsyouhaveworkingwithcolleagues and take the initiative to solve theseproblems
10 0 10
PC8. follow the organization’s policies andproceduresforworkingwithcolleagues
10 0 10
Total 100 20 805.SSC/N9003 (Maintain ahealthy, safe and secureworkingenvironment)
PC1. comply with your organization’s currenthealth,safetyandsecuritypoliciesandprocedures
100 20 10 10
PC2. report any identified breaches in health,safety,andsecuritypoliciesandprocedurestothedesignatedperson
10 0 10
PC3.identifyandcorrectanyhazardsthatyoucandealwithsafely,competentlyandwithinthelimitsofyourauthority
20 10 10
PC4. report any hazards that you are notcompetenttodealwithtotherelevantpersoninline with organizational procedures and warnotherpeoplewhomaybeaffected
10 0 10
PC5. follow your organization’s emergencyprocedurespromptly,calmly,andefficiently
20 10 10
PC6. identify and recommend opportunities forimproving health, safety, and security to thedesignatedperson
10 0 10
PC7. complete any health and safety recordslegiblyandaccurately
10 0 10
Total 100 30 706.SSC/N9004 (Providedata/information instandardformats)
PC1.establishandagreewithappropriatepeoplethe data/information you need to provide, theformatsinwhichyouneedtoprovideit,andwhenyouneedtoprovideit
100 12.5
12.5 0
PC2. obtain the data/information from reliablesources
12.5
0 12.5
PC3.checkthatthedata/information isaccurate,completeandup-to-date
12.5
6.25 6.25
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Assessableoutcomes Assessmentcriteriafortheoutcome TotalMark
Outof
Theory SkillsPractical
PC4. obtain adviceor guidance fromappropriatepeople where there are problems with thedata/information
6.25
0 6.25
PC5. carry out rule-based analysis of thedata/information,ifrequired
25 0 25
PC6. insert the data/information into the agreedformats
12.5
0 12.5
PC7. check the accuracy of your work, involvingcolleagueswhererequired
6.25
0 6.25
PC8. report any unresolved anomalies in thedata/informationtoappropriatepeople
6.25
6.25 0
PC9. provide complete, accurate and up-to-datedata/informationtotheappropriatepeopleintherequiredformatsontime
6.25
0 6.25
Total 100 25 757.SSC/N9005 (Developyourknowledge,skillsandcompetence)
PC1.obtainadviceandguidancefromappropriatepeople to develop your knowledge, skills andcompetence
100 10 0 10
PC2. identify accurately the knowledge and skillsyouneedforyourjobrole
10 0 10
PC3. identify accurately your current level ofknowledge, skills and competence and anylearninganddevelopmentneeds
20 10 10
PC4. agree with appropriate people a plan oflearning and development activities to addressyourlearningneeds
10 0 10
PC5. undertake learning and developmentactivitiesinlinewithyourplan
20 10 10
PC6. apply your new knowledge and skills in theworkplace,undersupervision
10 0 10
PC7.obtainfeedbackfromappropriatepeopleonyourknowledgeandskillsandhoweffectivelyyouapplythem
10 0 10
PC8. review your knowledge, skills andcompetenceregularlyandtakeappropriateaction
10 0 10
Total 100 20 80
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Annexure2:TrainerPrerequisitesforJobrole:TechnicalSupportEngineermappedtoQualificationPack:SSC/Q5101Sr.No. Area Details
1 JobDescription Todeliveraccreditedtrainingservice,mappingtothecurriculumdetailedabove,inaccordancewiththeQualificationPackSSC/Q5101.
2 PersonalAttributes Aptitudetoconducttraining,andpre/postworktoensurecompetent,employablecandidatesattheendofthetraining.Strongcommunicationskills,interpersonalskills,abilitytoworkaspartofateam;apassionforqualityandfordevelopingothers;well-organisedandfocused,eagertolearnandkeeponeselfupdatedwiththelatestinthementionedfield.Theindividualshouldbeabletodemonstratecriticalthinking,analyticalability, customer centricity, good communication and rapport buildingskillsandanunderstandingofprioritization.
3 Minimum EducationalQualifications
12th
4a DomainCertification MinimumacceptedscoreinSSCAssessmentis90%perNOSbeingtaughtinSSC/Q5101.Additionalcertificationincustomerorientationandtechnicalfields.
4b PlatformCertification Recommended that the Trainer is certified for the Job Role: “Trainer”mappedtotheQualificationPack:“SSC/Q1402”.Minimumacceptedscoreis70%perNOS.
5 Experience Fieldexperience:Minimum2years’experienceinthesamedomainTrainingexperience:1yearpreferred