COMPETENCY PROFILE CHART (CPC)

SECTOR INFORMATION COMMUNICATION TECHNOLOGY

SUB SECTOR INFRASTRUCTURE SUPPORT
JOB AREA COMPUTER SYSTEM OPERATION
JOB LEVEL THREE (3) JOB AREA CODE IT-020-3:2013

COMPETENCY COMPETENCY UNIT

COMPUTER SYSTEM COMPUTER SYSTEM COMPUTER SYSTEM SERVER

CORE SET-UP MAINTENANCE REPAIR INSTALLATION

IT-020-3:2013-C01 IT-020-3:2013-C02 IT-020-3:2013-C03 IT-020-3:2013-C04

COMPUTER
SERVER NETWORK MOBILE DEVICE
MAINTENANCE CONNECTIVITY CONFIGURATION
SET-UP
IT-020-3:2013-C05 IT-020-3:2013-C06 IT-020-3:2013-C07

ELECTIVE

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COMPETENCY PROFILE (CP)
Sub Sector INFRASTRUCTURE SUPPORT
Job Area COMPUTER SYSTEM OPERATION
Level THREE (3)
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

1. Computer system Set-up Computer system set-up which is 1. Analyse job order /change 1.1 Job order /job request defined
also known as computer request and interpreted and checklist
installation, involves the installation produced in accordance with
of hardware, software and company procedure
peripherals. As the process varies 1.2 User’s needs and
for each computer and software, requirements obtained and
programs (including operating confirmed
systems) often come with 1.3 Types of computer to be set-
an installer, a specialised program up (e.g: PC, laptop) identified
responsible for doing whatever is 1.4 Computer system software
needed for their installation. and peripheral identified
Computer system set-up aims of 1.5 Work schedule determined
making the hardware, software
and peripheral ready for execution.

The person who is competent in 2. Prepare computer set-up 2.1 Condition, quantity and
this competency unit shall be able tools, computer hardware compatibility of computer
to assemble computer parts and parts and computer hardware are checked and
peripherals, install operating software confirmed
system, configure computer 2.2 Computer hardware
system components making the components are unpacked and
system connect and communicate arranged according to
each other and perform product company work practice
activation according to
manufacturer instruction manual.

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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
To ensure the performance status 2.3 Computer Operating systems
of the computer system, and software is checked and
functionality test and User prepared according to user’s
Acceptance Test (UAT) are carried requirement
out in accordance with 2.4 Workplace cleanliness and
manufacturer instruction manual. personal hygiene maintained
The computer system set-up task in accordance with company
is ended with documentation of the guideline
Operating Systems, software,
drivers, backup file and warranty
cards related to the computer
system in accordance with 3. Set-up computer hardware 3.1 Computer hardware
company policy components are installed in
accordance with manufacturer
The outcome of this competency is instruction manual
to prepare computer and 3.2 Computer casing/cover is
peripherals ready to execute tasks installed in accordance with
to fulfil user’s requirement. manufacturer instruction
manual
3.3 Computer cables are checked
and connected in accordance
with manufacturer instruction
manual.
3.4 Computer power is turned on
and the computer boot up
process status is analysed in
accordance with manufacturer
instruction manual

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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

4. Carry out computer 4.1 Computer Operating systems

software installation installed in accordance with
manufacturer instruction and
guidelines
4.2 Computer devices driver
installed in accordance with
computer manufacturer
instruction and guidelines
4.3 Software Application installed
and tested in accordance with
manufacturer instruction and
guidelines
4.4 Software patches installed
and tested in accordance with
installation procedure
4.5 Computer security is
configured in accordance with
manufacturer security setting
instruction/recommendation
4.6 Software back-up carried out

5. Set-up computer 5.1 Computer peripherals

peripherals connection requirement
identified and connected to the
correct ports in accordance
with manufacturer instruction
and guidelines

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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

5.2 Peripherals power source

turned on and the unit
operation status is checked
and confirmed the functionality
in accordance with
manufacturer instruction and
guidelines
5.3 Computer peripherals driver
and software are installed and
tested in accordance with
manufacturer instruction and
guidelines

6. Carry out unit functionality 6.1 Computer unit test is

test conducted in accordance with
manufacturer instruction and
guidelines
6.2 Computer performance test is
conducted in accordance with
manufacturer instruction and
guidelines
6.3 Computer load test conducted
in accordance with
manufacturer instruction and
guidelines
6.4 Computer peripherals
functional test conducted in
accordance with manufacturer
instruction and guidelines
6.5 User acceptance test (UAT)
performed

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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

7. Prepare computer system 7.1 CD resources (Operating

set-up report systems, software, drivers and
backup) are recorded and
stored in accordance with
company policy
7.2 Warranty cards recorded in
accordance with company
policy
7.3 Computer set-up checklist
recorded in accordance with
company guideline
7.4 User Acceptance Test report
prepared and submitted to
superior
7.5 Computer inventory records
updated in accordance with
company inventory procedure
7.6 Computer set-up job order /
change request report
produced and closed

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 CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

2. Computer system The computer system 1. Identify computer 1.1 Maintenance schedule
maintenance maintenance is the practice of maintenance requirements reviewed and interpreted
keeping computers in a good state 1.2 Previous maintenance report
of performance. Two types of assessed and type of
maintenance that the organisation maintenance to be performed
normally practice which are identified
preventive maintenance and 1.3 Maintenance activity checklist
corrective maintenance. obtained and interpreted
Preventive maintenance refers to 1.4 Maintenance tools and
carrying out measures to prevent equipment prepared
problems from occurring, while
corrective maintenance, seeks to
solve an existing problem.
2. Carry out computer 2.1 Computer physical check-up
The objective of computer scheduled preventive (workplace area, cable
maintenance is to keep computer maintenance management, cleanliness)
hardware and software in good conducted
working order, specifically its 2.2 Computer firmware and
internal, protect computer system hardware checked
from malfunction and data loss, 2.3 Software patches are installed
improve computer performance, and updated in accordance
and prolongs computer life. with manufacturer
security/update
The person who is competent in recommendation
this CU shall be able to carry out 2.4 Computer storage device
computer physical check up, maintenance activities
software update, disk clean up, conducted in accordance to
defragmentation, scan threats and maintenance procedure
performance optimization 2.5 Computer security
according to manufacturer maintenance activities
instruction manual and computer conducted in accordance to
system maintenance checklist. manufacturer security/update
recommendation

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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

The outcome of this competency is 2.6 Disk is cleaned-up and

ensure excellent condition of unusable software removed in
computer in term of functionality accordance with company
and reliability in accordance with SOP
computer system technical support 2.7 Computer system data backup
requirements to meet users’ carried out
requirement 2.8 Computer performance
optimisation performed and
The personnel who are to be evaluated
trained for this competency must
in prior have the following
competencies:
i. Competence in CU 1: 3. Carry out computer 3.1 Previous preventive report
Computer set-up. corrective maintenance assessed and interpreted
3.2 Computer system status
assessed, diagnosed and
analyzed
3.3 Faulty components identified
and confirmed in accordance
with company SOP
3.4 Corrective action requirement
reported to supervisor and
user is advised
3.5 Corrective action is carried out
in accordance company SOP
3.6 Software, application, data and
configuration restored and
tested in accordance with user
requirement and company
SOP
3.7 Computer system functionality
test carried out in accordance
company SOP

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 CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

4. Prepare computer 4.1 Maintenance activity report

maintenance report documented
4.2 Maintenance schedule
updated
4.3 Computer maintenance job
order recorded and submitted
to the client for
acknowledgement
4.4 Computer maintenance report
produced in accordance with
company SOP

3. Computer system repair Computer system repair refers to 1. Assess computer repair job 1.1 Computer repair job order
troubleshooting, servicing and order/ change request analysed and interpreted
repairing a wide variety of 1.2 Previous computer
hardware, software and maintenance report analysed
peripheral problems. Problems and interpreted
that typically require repair include 1.3 Computer problem symptom
malfunction or failed hardware diagnosed and problem
components, software bugs, identified
driver incompatibilities, spyware 1.4 Corrective action identified
and malware problems, network 1.5 Computer system repair
connectivity problems, operating checklist prepared
system upgrades, and complete
computer overhauls. Computer
system troubleshooting can be
carried out through phone call to
determine and remedy to the
causes of symptoms.

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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

2. Carry out online computer 2.1 Computer problem/ issues

The person who is competent in trouble shooting from user recorded and
this competency unit shall be able analysed
to diagnose computer system, 2.2 User details, computer
conduct remote assistance, carry information, software and
out troubleshooting, repair peripherals information
computer part or components, and recorded/retrieved and verified
restore software, applications, 2.3 Troubleshooting procedure
data and configurations in advised to users according to
accordance with company troubleshooting manual
procedure and manufacturer 2.4 Remote assistance attempted
instruction manual in accordance with
troubleshooting manual
The outcome of this competency is 2.5 Computer repair requirement
to produce good condition of suggested and advised to user
computer system to meet user’s
requirement.

The personnel who are to be 3. Perform on-site computer 3.1 Manufacturer Instruction
trained for this competency must repair Manual referred and
in prior have the following interpreted
competencies: 3.2 Faulty part identified
i. Competence in CU 1: 3.3 Cost for repair estimated
Computer set-up. 3.4 Computer part purchasing
requisition submitted to
superior in accordance with
company purchasing
procedure
3.5 Computer data retrieval and
back-up conducted in
accordance with company
SOP
3.6 Computer repair carried out in
accordance with job order
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

3.7 Operating systems, software,

applications, drivers, data and
configurations restored in
accordance with company
SOP
3.8 Computer unit test, operational
test and functionality test
carried out
3.9 Computer operational status
after repair is checked and
verified
3.10 Computer repair status
reported

4. Prepare computer status 4.1 Computer repair details

report recorded and status is updated
for future reference
4.2 Computer repair checklist
recorded and submitted to
superior
4.3 Computer maintenance job
order recorded and submitted
to user for acknowledgement

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 CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

Server installation refers to the

4. Server Installation 1. Analyse job order / change 1.1 Job order /change request
installation of server hardware,
request defined and interpreted and
software and other components
checklist produced in
into a parent directory on the host
accordance with company
machine. The objective of server
procedure
installation is to prepare server for
1.2 Types of server to be set-up
network setting configuration that
(database server, file
allow hardware within the system
server, mail server, print
network communicate each other
server, web server) identified
as well as to connect with external
1.3 Server software and
network through the Internet
peripheral identified and
confirmed
The person who is competent in 1.4 Server configuration details
this competency unit shall be able obtained & confirmed with
to set-up server hardware, carry superior and user
out software installation, execute
server configuration and prepare
for server commissioning in
accordance with manufacturer 2. Execute hardware 2.1 Server is unpacked, arranged
instruction manual and company installation and checked in accordance
SOP. with server handling and
safety procedure
The outcome of this competency is 2.2 Server hardware components
to prepare server for network set- compatibility is checked and
up according to clients’ confirmed in accordance to
requirement. manufacture’s specification
2.3 Server hardware components
The personnel who are to be are installed in accordance
trained for this competency must with user manual and
in prior have the following manufacturer instruction
competencies: manual
i. Competence in CU 1:
Computer set-up.

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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

3. Carry out software 3.1 Operating systems is installed

installation in accordance with installation
manual
3.2 Device drivers are installed,
configured and tested in
accordance with installation
manual
3.3 Operating systems patches
installed and tested in
accordance with company
SOP
3.4 Server parameter
configuration setting executed
in accordance with user’s
requirement
3.5 Server security configuration
setting carried out in
accordance with company
security policy
3.6 Server is initialised and
operation status is inspected
and verified to ensure server is
running according to job
specification and Service
Legal Agreement (SLA)

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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

4. Perform server functionality 4.1 Server unit testing conducted

test in accordance with
manufacturer instruction
manual
4.2 Server performance testing
carried out in accordance with
manufacturer instruction
manual
4.3 Server load testing performed
in accordance with
manufacturer instruction
manual
4.4 Server connectivity testing
conducted in accordance with
manufacturer instruction
manual

5. Prepare server installation 5.1 Server configuration

set-up report information is documented for
future reference in accordance
with company SOP
5.2 CD resources (Operating
systems, software, drivers and
backup) are recorded and
stored in accordance with
company policy
5.3 Server warranty cards
recorded in accordance with
company policy
5.4 Server installation checklist
recorded in accordance with
company guideline
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 CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

5.5 User Acceptance Test report

prepared and submitted to
superior
5.6 Inventory records updated in
accordance with company
inventory procedure
5.7 Server installation job order /
change request report
produced and closed

5. Server maintenance Server maintenance is the practice 1. Analyse server 1.1 Server maintenance job order
of keeping server in a good state maintenance job order interpreted
of performance. It refers to the 1.2 Server maintenance schedule
prevention or correction of faults in obtained and interpreted
hardware and software by a 1.3 Type of maintenance is
programme of inspection and the determined and listed out
replacement of parts 1.4 Server maintenance
requirement (tools, document,
The person who is competent in manual) identified
this competency unit shall be able
to inspect server operation
environment that include
temperature, humidity, safety and 2. Perform hardware 2.1 Server operation environment
security, interpret LED indicator, maintenance (such as workplace
inspect server utilisation status, temperature and humidity
conduct server data back-up, physical safety and security)
asses server systems logs, and inspected
inspect server antivirus software 2.2 Server cables connection
logs in accordance with inspected and organised
manufacturer instruction manual
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
and company SOP
2.3 Server external surface is
The outcome of this competency is inspected and cleaned from
to produce excellent condition of dust
server in term of performance and 2.4 Server Light Emitting Diode
functionality to meet user’s (LED) status indicator
requirement. inspected and interpreted
2.5 Server peripheral (such as
The personnel who are to be Uninterrupted Power Supply-
trained for this competency must UPS, Storage Area Network -
in prior have the following SAN, Backup Device) LED
competencies: status indicator inspected
i. Competence in CU 1: 3.1 Server hardware error/faulty
Computer set-up identified and reported to
ii. Competence in CU 4: superior
Server installation

3. Perform server Operating 3.2 Server utilisation status (such

Systems maintenance as disk space, memory usage,
Central Processing Unit - CPU
usage, network usage)
inspected and recorded
3.3 Server data back-up
conducted
3.4 Server backup status
inspected and verified
3.5 Server systems logs assessed
3.6 Server systems status
indicator (LEDs) interpreted
3.7 Critical Operating Systems
patches availability recorded
3.8 Server Antivirus software logs
(update log, scan log, error
log) inspected and recorded.
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 CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

4. Prepare server 4.1 Server maintenance checklist

maintenance report recorded
4.2 Server maintenance job order
recorded and submitted to the
client for acknowledgement
4.3 Computer maintenance report
is produced

6. Computer network Computer network connectivity 1. Analyse computer network 1.1 Type of computer network
connectivity set-up set-up refers an activity which links configuration specification configuration determined
the computer and other hardware 1.2 Types of network connectivity
or devices within the system such (LAN, WAN, MAN, Bluetooth)
as scanner, printer, multifunction identified
machine and fax to communicate 1.3 Computer network
each other to execute tasks. configuration details obtained
from superior
The person who is competent in
this competency unit shall be able
to carry out configuration setting
to link the computer and other 2. Carry out computer network 2.1 Network adapter (wired or
hardware and peripherals, configuration wireless) initialised and
maintain and troubleshoot the connected
connectivity to ensure computers 2.2 Network configuration
and peripherals within the system parameters configured,
are connected each other in checked and verified
accordance with user’s 2.3 Network security setting
requirement and company SOP configured in accordance with
security requirement
The outcome of this competency is
to prepare a link among computers
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
system devices in order them to
communicate each other to 3. Perform computer network 3.1 Physical connectivity
execute tasks according to user’s connectivity test inspected and confirmed
requirement. 3.2 Network connection test
conducted and verified in
The personnel who are to be accordance to network
trained for this competency must connectivity test procedure
in prior have the following 3.3 Connectivity test result
competencies: analyzed and confirmed
i. Competence in CU 1: 3.4 Corrective action determined
Computer set-up and executed
3.5 Computer network connectivity
verified and confirmed

4. Carry out computer network 4.1 Computer network test result

troubleshoot obtained and interpreted
4.2 Computer network problem
identified
4.3 Corrective action
recommended to user
4.4 Troubleshoot action performed
4.5 Network connection tested and
confirmed
4.6 Computer network
troubleshoot status updated
and reported to user and
superior

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 CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

5. Prepare computer network 5.1 Computer network

connectivity report configuration documented
5.2 Job order recorded and
submitted to the user for
acknowledgement
5.3 Computer network report
produced

7. Mobile Device Mobile device refers to a variety of 1. Analyse job order/ change 1.1 Job order /change request
Configuration devices that allow people to request defined and interpreted and
access data and information from checklist produced in
where ever they are. This includes accordance with company
smart phones, PDA and tablet. procedure
Mobile device configuration is an 1.2 User’s needs and
activity in setting up parameters requirements obtained and
value on the mobile device. The confirmed
objective of mobile device 1.3 Types of mobile device and
configuration is to program the device operating systems
device and making it ready for identified
execution as well as to provide link 1.4 Mobile application requirement
between the mobile device and the identified and prepared in
computer system for data sharing, accordance with client
printing and other purposes. requirement
1.5 Mobile application
The person who is competent in compatibility identified and
this competency unit shall be able confirmed
to install and configure mobile
application, configure security
setting, carry out configuration
testing and execute mobile device
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
troubleshooting in accordance with
manufacturer instruction manual 2. Carry out mobile device 2.1 Mobile application installed
and company SOP. configuration and configured in accordance
with user requirement and
The outcome of this competency is company policy
to prepare mobile device ready for 2.2 Mobile device setting
execution and connect it with configured
computer system connectivity 2.3 Mobile device configuration
according to user’s requirement. tested and verified
2.4 Security configuration setting
carried out in accordance with
user’s security requirement

3. Perform mobile device 3.1 Mobile device problem

troubleshoot diagnosed
3.2 Troubleshoot checklist
prepared
3.3 User’s data retrieval and back-
up performed
3.4 Mobile device troubleshoot
action performed in
accordance to device
troubleshooting guide
3.5 User’s software restored in
accordance with company
SOP

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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria

4. Carry out mobile device 4.1 Mobile device and gadget

commissioning handed over to user
4.2 User Acceptance test
performed in accordance with
company SOP
4.3 Mobile computer set-up details
recorded and filed for future
reference.

4.4 Mobile computer set-up

checklist recorded and
registered in accordance with
company guideline
4.5 Job order / change request
report produced

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