Overview

This standard is about working with technical support staff to fix, maintain the readiness of and upgrade software and hardware set-up to enable workflow to proceed smoothly.

This standard should apply to anyone who is involved with using hardware and software as part of the workflow for which they may need technology support.

 

Performance Criteria 

You must be able to:

  1. identify technical demands of projects, and types of hardware and software configuration available from authorised sources
  2. assess your technical skills and expertise and identify software and hardware configuration needs which you will need assistance with
  3. use information from technical monitoring to anticipate technical problems that may impact on the feasibility, cost and duration of work
  4. recognise faults or technical difficulties that occur
  5. identify sources of expertise needed to create or remedy configurations
  6. provide briefing to technical colleagues on product technical requirements and the stages of the workflow
  7. assess feasibility, cost and time demands against the impact of faulty hardware or software to the workflow
  8. record configurations and the effectiveness of solutions in line with organisational procedures
  9. maintain security and confidentiality of files and other materials in line with organisational requirements

 

Knowledge and understanding

You need to know and understand:  

  1. the workflow and the principles of the different operations that occur within it
  2. the types of equipment required and the weaknesses and common faults in it
  3. how to assess your technical skills and knowledge required for the outputs
  4. how internet protocol and storage solutions used will impact on format
  5. terminology used by technical support staff
  6. principles of computer and data network configurations
  7. principles of standard and non-standard deliverables, file formats, digital interconnectivity and elements of audio and video signals
  8. viewing standards and professional, national and international industry standards of delivery and best practice for the range of platforms and content
  9. susceptibility of quality and formats to variations in equipment performance
  10. acceptable and unacceptable short cuts and work arounds
  11. communication with technical colleagues and non-technical staff in other parts of the workflow
  12. the different types of support available to you and where to obtain it
  13. health and safety factors of the equipment and the workplace
  14. systems and processes for confidentiality, storage, back up and security