The following table provides a breakdown of ICT Professional job responsibilities, objectives and tasks
relating to information and communications technology, and matches them to courses currently offered by the
ICT Skills Building Program. Click on the titles of the recommended
ICT Skills Building Program courses for more details.
| Job Responsibility |
Job Objectives |
Job Tasks |
Recommended ICT Skills Building Program Courses |
Communications/
Satellite Support |
Communications personnel ensure staff can communicate quickly and effectively with HQ and field offices, as well as in remote areas. Two major categories include telecommunication technology, such as Voice over IP (VoIP), and satellite technology, such as VSAT.
Typical job titles include network engineer,
Convergent network technician, communications specialist, and VSAT installer. |
Install, configure data and Internet Protocol (IP) networking for convergent networks |
- Install and configure local area network/wide area network (LAN/WAN) infrastructures
- Plan an Internet Protocol (IP) network
- Install and configure wireless networks
- Troubleshoot convergent networks
- Ensure a high Quality of Service (QoS)
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| Install and manage convergence technologies |
- Identify specific customer requirements for transporting text, voice, video, modem and fax through a converged solution
- Provide video services through a converged solution
- Install and configure common convergence devices
- Troubleshoot common convergence technology
- Identify and resolve security issues for converged networks
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| Install and manage VSAT technologies |
- Preparing for a VSAT installation
- Conduct a site survey
- Install and configure VSAT
- Test VSAT
- Conduct preventative maintenance
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| Job Responsibility |
Job Objectives |
Job Tasks |
Recommended ICT Skills Building Program Courses |
| Desktop Support |
Desktop support personnel resolve hardware/software operation and application problems.
Typical job titles include analyst, call center support, customer liaison, customer service rep, help desk specialist, maintenance technician, PC support specialist, technical support rep, systems analyst and helpdesk technician. |
Perform troubleshooting |
- Analyze problem and research solutions
- Query existing knowledge base
- Identify, test and implement solutions
- Manage system resolution with available resources
- Communicate technical solutions and implementation processes
- Implement long-range solutions
- Document hardware and software problems and resolutions
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| Provide facilitation and customer service |
- Gather and analyze customer input
- Manage working relationships with customers
- Perform negotiated services
- Act as a liaison between groups
- Provide training to customers
- Manage demands from multiple customers
- Solicit customer feedback and apply input to improve quality of service
- Document and communicate customer feedback and requests
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| Perform hardware and software installation, configuration and updates |
- Identify and interpret customer requirements
- Evaluate and present data and system configuration
- Develop installation plan
- Install, configure and test system hardware and peripherals
- Install, configure and test new operating and application software/upgrades
- Optimize system performance through software and hardware configuration
- Perform quality checks on outcomes of work performed
- Document system installation, configuration procedures and current configuration
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| Perform system operations, monitoring and maintenance |
- Operate computer system and run system applications
- Perform system diagnostics
- Monitor and analyze system performance
- Develop and implement preventative maintenance plan
- Evaluate maintenance processes and outcomes
- Communicate and document maintenance procedures and system status
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| Job Responsibility |
Job Objectives |
Job Tasks |
Recommended ICT Skills Building Program Courses |
| Networking |
Networking personnel ensure the data infrastructure and information flow of an organization support the needs of network users.
Typical job titles include network administrator, network engineer, network technician, network operations analyst and systems engineer. |
Perform analysis/design |
- Gather data to identify customer requirements
- Identify, interpret and evaluate system and network requirements
- Define scope of work
- Review network architecture, topology, interdependencies and constraints
- Research technical alternatives and analyze technical options
- Participate in design reviews
- Prepare overall design and integration plan for new processes, protocols and equipment
- Recommend selection of architecture, topology, hardware and software
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| Perform configuration/implementation |
- Plan and document system configuration
- Implement new system configuration
- Perform workstation configuration and software loading
- Support, track and document change implementation
- Assist in development of deployment plan and methods
- Develop and implement security procedures
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| Perform testing |
- Define and document test specifications
- Develop test plan and procedures
- Schedule and perform testing
- Document, interpret and report test results
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| Perform monitoring and management |
- Analyze system performance to baseline
- Monitor and report component, security and connectivity problems
- Perform functional verifications and system audits
- Make recommendations for system optimization/improvement
- Generate and present reports
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| Perform administration and maintenance |
- Set up and maintain user accounts
- Develop maintenance and upgrade plans
- Schedule and coordinate network maintenance
- Apply maintenance, upgrades and process changes
- Coordinate, communicate and document changes
- Perform system backups and restore data
- Manage inventory
- Document maintenance activities
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