JOB COMPETENCY PROFILE

SUPPORT TECHNICIAN, CS 01
INFRASTRUCTURE/OPERATIONS

LARGE AND MEDIUM ORGANIZATIONS

JOB NUMBER GNCS010001
















Organizational Readiness Office


V 1.0


T TA AB BL LE E O OF F C CO ON NT TE EN NT TS S


Introduction......................................................................................................... i


Job Competency Profile – Support Technician, Infrastructure/Operations

Competency Summary – Support Technician, Infrastructure/Operations ..........1

Analytical Thinking.............................................................................................2
Client Focus.......................................................................................................2
Communication..................................................................................................3
Continuous Learning..........................................................................................3
Results Orientation............................................................................................4
Teamwork..........................................................................................................4
Infrastructure/Platforms......................................................................................5
Security/Information & Application Protection....................................................5
Telecommunications (Data & Voice) Network....................................................6
Testing...............................................................................................................6

I IN NT TR RO OD DU UC CT TI IO ON N

J ob Competency Profiles (J CP’s) are one of many products developed as part of IT
Community Generics. Our goal is to provide you with a consistent and coordinated
approach to managing resources across government, with IT employees regarded as
community resources. Within the IT community, jobs are categorized within a work
stream which represents a function. There are currently eight IT streams in the large
and medium organizations
1
and a competency profile has been developed for each
generic job/role within each stream. Because the J ob Competency Profiles are
designed based on the organizational models and the Generic Work Descriptions, they
should only be used in conjunction with the implementation of IT Community Generics.

The J ob Competency Profiles for the community describe the essential behavioural and
technical competencies that employees must demonstrate and maintain throughout the
course of their careers as IT professionals. In addition to representing current
requirements, the competencies also reflect the dynamic and evolving nature of the IT
discipline. They are therefore the foundation from which IT professionals can base their
continuing professional development. In summary, then, a J CP is a set of competencies
and associated behaviours at the appropriate proficiency level, that link directly to work
that needs to be done in order to achieve overall strategic priorities.

A competency profile can be used by individuals and groups as a source document for a
variety of human resources activities. The level of detail will depend on the application.
For example, when establishing the staffing requirements of a role/position, it is
generally necessary to focus only on the “bring” competencies – those that are identified
as key to immediate successful performance on the job. These are often behavioural
and technical competencies the candidates must have learned, developed or acquired
prior to commencing in the position. The “learn” competencies, on the other hand, are
critical to successful performance once the employee is on the job. These would
therefore not be assessed during the recruitment and selection process but could be
included in the employee’s learning plan.

When you use the J ob Competency Profiles for staffing, learning and development and
career planning, please provide us with your feedback. We intend to continue making
revisions to the Profiles based on your experience.
For further information, please refer to the following documents on the ORO website –
www.ITgenerics.gc.ca:
o Implementation Guide;
o Behavioural and Technical Dictionaries, which provide an in-depth
description of competency proficiency levels.
The IT J ob Competency Profiles were developed through a series of consultation
sessions with subject matter experts from across government. We wish to thank all
participants in the process for their assistance and guidance.



i
1
Large and medium organizations are based on the size of the CS population. Medium: 150 –
499. Large: greater than 500.

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COMPETENCY SUMMARY COMPETENCY SUMMARY
SUPPORT TECHNICIAN, INFRASTRUCTURE/OPERATIONS SUPPORT TECHNICIAN, INFRASTRUCTURE/OPERATIONS



COMPETENCY COMPETENCY DEFINITION
PROFICIENCY
LEVEL
Analytical Thinking
Interpreting, linking and analyzing information to
understand issues.
1
Client Focus
Identifying and responding to current and future client
needs; providing service excellence to internal and
external clients.
1
Communication
Listening to others and communicating in an effective
manner that fosters open communication.
2
Continuous
Learning
Identifying and addressing individual strengths and
weaknesses, developmental needs and changing
circumstances to enhance personal and organizational
performance.
2
Results
Orientation
Focusing personal efforts on achieving results
consistent with the organization’s objectives.
1
Teamwork
Working collaboratively with others to achieve common
goals and positive results.
1
Infrastructure /
Platforms
Knowledge and ability to support the enterprise
computing infrastructure (e.g., enterprise servers, client
server, storage devices and systems, hardware and
software) in the provision, management, storage,
operation, scheduling, support and maintenance of the
infrastructure.
2
Security /
Information &
Application
Protection
Knowledge and ability to ensure there are adequate
technical and organizational safeguards to protect the
continuity of IT infrastructure services by the
implementation of IT security principles, methods,
practices, policies and tools that are used in securing IT
resources including information and operations security,
physical security, business continuity/disaster recovery
planning, methods to deal with security breaches and
security assessment in a technical environment.
2
Telecommunicat-
ions (Data &
Voice) Network
Knowledge and ability to implement the methods,
practices and policies governing the design, analysis,
development, management and use of the hardware
and software used to transfer information such as data,
voice, images and video.
1
Testing
Knowledge and ability to perform testing of software
and/or hardware using a systematic approach (i.e., the
orderly progression of testing in which software and/or
hardware elements are combined and tested until the
entire system has been integrated).
2

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BEHAVIOURAL COMPETENCIES


ANALYTICAL THINKING
Analytical thinking involves interpreting, linking and analyzing information to understand issues.
WHY THIS COMPETENCY MATTERS
Infrastructure/Operations Support Technicians spend much of their time analyzing and solving
routine problems. Their effectiveness as analytical thinkers is linked to their ability to gather
information from many sources in order to fully understand a situation. Often, there is intense
pressure to solve problems quickly. In spite of this pressure, Infrastructure/Operations Support
Technicians take time to gather enough information so they can get to the root of the problem.
This analysis helps them to determine whether problems/concerns can be solved immediately or,
when issues are more complex, referred to second level support technicians for handling.
TARGET LEVEL: 1 Analyzes and synthesizes information
Fully competent Infrastructure/Operations Support Technicians:
◆ Break down concrete issues into parts and synthesize succinctly
◆ Collect and analyze information from a variety of appropriate sources
◆ Identify the links between situations and information



CLIENT FOCUS
Client Focus means identifying and responding to current and future needs and providing service
excellence to internal and external clients.
WHY THIS COMPETENCY MATTERS
When a collaborative relationship exists between Infrastructure/Operations Support Technicians
and business clients, service can be provided in a manner that demonstrates flexibility and open-
mindedness. Because of their understanding of their clients’ perspectives, Application
Development Programmers are able to focus on the “bottom line”. They frequently ask for
feedback in order to determine if IT infrastructure components (LAN/MAN/WAN, workstations,
server and mainframe operations) enable their clients to effectively and efficiently deliver results
and make sure that, whenever possible, this feedback is reflected in any corrective action taken.
In this way, they avoid making assumptions about what clients or stakeholders do or do not want.
TARGET LEVEL: 1 Responds to client requests
Fully competent Infrastructure/Operations Support Technicians:
◆ Identify client needs and expectations
◆ Respond to requests efficiently and effectively
◆ Take action beyond explicit request within established service standards
◆ Refer complex questions to a higher decision-making level
◆ Meet client needs in a respectful, helpful and responsive manner
◆ Seek feedback to develop a clear understanding of client needs and outcomes
◆ Use client satisfaction monitoring methodologies to ensure client satisfaction
◆ Adjust service based on client feedback

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COMMUNICATION
Communication involves listening to others and communicating in an effective manner that
fosters open communication.
WHY THIS COMPETENCY MATTERS
Infrastructure/Operations Support Technicians use a consultative approach when they are
communicating with others. Through the use of effective two-way communication, Support
Technicians listen to the “voice of the customer” and understand real needs, rather than relying
on assumptions about what clients or stakeholders do or do not want. They spend as much time
listening as they do speaking and use effective questioning skills to collect accurate information,
despite clients’ varying degrees of technical knowledge. They are able to provide technological
solutions to clients in understandable terms, both orally and in writing and, because they
understand their clients’ business concerns, they can describe solutions in terms of their impact
on the clients’ business objectives.
TARGET LEVEL: 2 Fosters two-way communication
Fully competent Infrastructure/Operations Support Technicians:
◆ Elicit comments or feedback on what has been said
◆ Maintain continuous open and consistent communication with others
◆ Openly and constructively discuss diverse perspectives that could lead to misunderstandings
◆ Communicate decisions or recommendations that could be perceived negatively, with
sensitivity and tact
◆ Support messages with relevant data, information, examples and demonstrations


CONTINUOUS LEARNING
Continuous Learning is identifying and addressing individual strengths and weaknesses,
developmental needs and changing circumstances to enhance personal and organizational
performance.
WHY THIS COMPETENCY MATTERS
Infrastructure/Operations Support Technicians are consulted because of their technical expertise.
However, they are able to balance the confidence they exhibit in their knowledge of technology
with an open-mindedness to other views/solutions. Given the constantly changing and evolving
nature of technology, “old” solutions do not always continue to be effective. Support Technicians
must be committed to thinking about how new technology affects the way work is done and how
products and services are delivered. They are continually learning and actively pursue
opportunities to increase their knowledge by reading, learning from other experts, taking courses
and attending lectures. They demonstrate “active learning” by looking for opportunities to
practice a new skill and apply it effectively.
TARGET LEVEL: 2 Seeks to improve personal effectiveness in current
situation
Fully competent Infrastructure/Operations Support Technicians:
◆ Try new approaches to maximize learning in the current situation
◆ Take advantage of learning opportunities (e.g., courses, observation of others, assignments,
etc.)
◆ Integrate new learning into work methods

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RESULTS ORIENTATION
Results Orientation is focusing personal efforts on achieving results that are consistent with the
organization’s objectives.
WHY THIS COMPETENCY MATTERS
Infrastructure/Operations Support Technicians are focused on meeting the organization’s
standards of excellence while, at the same time, taking ownership of their personal work
objectives. They understand what needs to be accomplished and how it should be done and take
responsibility for finding answers to questions and solutions to problems. They meet their
responsibilities with energy and enthusiasm. Support Technicians actively support decisions that
are good for their organization, even when they have concerns about how these will affect them
personally.
TARGET LEVEL: 1 Strives to meet work expectations
Fully competent Infrastructure/Operations Support Technicians:
◆ Set goals and work to meet established expectations; maintain performance levels
◆ Pursue organizational objectives with energy and persistence; set high personal standards
for performance
◆ Adapt working methods in order to achieve objectives
◆ Accept ownership of and responsibility for own work



TEAMWORK
Teamwork involves working collaboratively with others to achieve common goals and positive
results.
WHY THIS COMPETENCY MATTERS
When teams are used to solve problems and make decisions, different resources can be brought
together to interact and develop options that would not be available if an individual was acting on
his/her own. Infrastructure/Operations Support Technicians play a critical role in ensuring that
teams function effectively by working co-operatively with others to achieve team/project and
organizational objectives. They are able to understand and respond effectively to people from
diverse backgrounds with diverse views. The Support Technician keeps team members informed
regarding all useful and relevant information, assisting them to make well-informed decisions and
recommendations. Once the team makes a decision, he/she is visibly supportive.
TARGET LEVEL: 1 Participates as a team member
Fully competent Infrastructure/Operations Support Technicians:
◆ Assume personal responsibility and follow up to meet commitments to others
◆ Understand the goals of the team and each team member’s role within it
◆ Deal honestly and fairly with others, showing consideration and respect
◆ Willingly give support to co-workers and work collaboratively rather than competitively
◆ Share experiences, knowledge and best practices with team members

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TECHNICAL COMPETENCIES



INFRASTRUCTURE/PLATFORMS
Infrastructure and Platforms is the knowledge and ability to support the enterprise computing
infrastructure (e.g., enterprise servers, client server, storage devices and systems, hardware and
software) in the provision, management, storage, operation, scheduling, support and
maintenance of the infrastructure.
TARGET LEVEL: 2 Basic
Fully competent Infrastructure/Operations Support Technicians:
◆ Understand the platform technology and concepts
◆ Understand how basic concepts relate to each other and apply them
◆ Understand how the platform integrates with other environments, at a basic level, from an
end-user perspective
◆ Operate the platform at a simple level
◆ Troubleshoot basic physical or software problems
◆ Understand and apply the standards





SECURITY/INFORMATION & APPLICATION PROTECTION
Security/Information and Application Protection is knowledge and ability to ensure there are
adequate technical and organizational safeguards to protect the continuity of IT infrastructure
services by the implementation of IT security principles, methods, practices, policies and tools
that are used in securing IT resources including information and operations security, physical
security, business continuity/disaster recovery planning, methods to deal with security breaches
and security assessment in a technical environment.
TARGET LEVEL: 2 Basic
Fully competent Infrastructure/Operations Support Technicians:
◆ Understand concepts of IT security and its application to computer systems architecture



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TELECOMMUNCIATIONS (DATA & VOICE) NETWORK
Telecommunications (Data and Voice) Network is the knowledge and ability to implement the
methods, practices and policies governing the design, analysis, development, management and
use of the hardware and software used to transfer information such as data, voice, images and
video.
TARGET LEVEL: 1 Introductory
Fully competent Infrastructure/Operations Support Technicians:
◆ Demonstrate basic understanding of data communications and components, definitions, key
concepts, communication protocols and platforms (e.g., Firewalls, Security, Frame Relay,
SNA, ATM, Hubs/Routers/Gateways, switches, VIOP, ISDN, routing protocols)
◆ Understand need for capacity planning and performance management






TESTING
Testing is the knowledge and ability to perform testing of software and/or hardware using a
systematic approach (i.e., the orderly progression of testing in which software and/or hardware
elements are combined and tested until the entire system has been integrated.
TARGET LEVEL: 2 Basic
Fully competent Infrastructure/Operations Support Technicians:
◆ Test and debug software modules
◆ Conduct unit testing
◆ Understand testing methodologies and principles
◆ Understand standards for testing
◆ Execute test scripts
◆ Report test results
◆ Understand and apply IT system security for applications
◆ Use a testing tool

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