Model Curriculum

Installation Technician-Computing and

Peripherals
SECTOR: ELECTRONICS
SUB-SECTOR: IT Hardware
OCCUPATION: AFTER SALES SUPPORT
REF ID: ELE/Q4609 version 1.0
NSQF LEVEL: 3

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 TABLE OF CONTENTS

1. Curriculum 01
2. Trainer Prerequisites 08
3. Annexure: Assessment Criteria 09

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 INSTALLATION TECHNICIAN-
COMPUTING AND PERIPHERALS
CURRICULUM/ SYLLABUS
This course encompasses 3 out of 3 National Occupational Standards (NOS) of “Installation Technician – Computing
and Peripherals” Qualification Pack issued by “Electronic s Sector Skill Council”.

Program Name Installation Technician – Computing and Peripherals

Qualification Pack Name & ELE/Q4609 VERSION 1.0

Reference ID.

Version No. 1.0 Version Update Date 14-03-2015

Diploma
Pre-requisites to Training
Graduate

Training Outcomes After completing this programme, participants will be able to:

 Ability to build interpersonal relationships, and have a customer

centric approach
 Working with office package for reporting and documentation – MS-
Word, Excel, PowerPoint
 Attending to field calls from client and Handle Complaints for system
trouble shooting and repairs
 Installing and configuring the networking, servers and storage systems
 Knowing the importance of SLAs and Company Processes.

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 Sr. Module Key Learning Outcomes Equipment
No. Required

1  Desktops
 Understanding the different component of
 Laptops
Hardware Essentials Computer, Assembly of system
 Netbooks
 Troubleshooting of the system
Theory Duration  To understand layout, Components and from and Notebooks
 Laser Printers
(hh:mm) factors of mother broad.
 Ink -Jet Printers
20:00  To understand the form factors, slot types and
different memory types  Dot-matrix
Practical Duration
Printers
(hh:mm)  To identify the types of Storage.
30:00  To Recognize the methods of storage and  Power adapters
different hardware components used storage. for each
Corresponding NOS  To identify the types of hardware components in
Code the computer and differentiate it.
ELE/N4602  To understand the methods of troubleshooting
storage, power supplies
 To understand types of printer and scanner to
recognize features used
 Recognize the types of laptop devices and to
understand note book concepts.
 Recognize of the component of computer,
troubleshooting and installing and configuring of
operating system and it drives.
 To understand importance of work etiquette. To
understand the methods safety measure to be
used.

2  Post cards
 To understand the networking, OSI Concepts  Screw
Network Essentials
Recognize the Network technologies. Driver
 To understand the types of application  Cables
Theory Duration (RJ45)
functionality
(hh:mm)  Network
20:00  To understand the color coding for the Ethernet switch
cable to be crimping. Recognize network adaptor  Routers
Practical Duration
configuration
(hh:mm)
 Recognize the network designed structure.
30:00
 To understand the different configuration
Corresponding NOS methods of device
Code  To understand method of self-motivation, self-
ELE/N4602 confidence.

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 3  Videos
 To understand features of windows client,
Windows 7/10 performance information, tool configuration  PowerPoint
Essentials  Laptop
 To understand the methods of installation,
upgrading and its features  Projector
Theory Duration
 To understand the method Configuring,  Projector Screen
(hh:mm) maintaining, backup and recovery  White Board
20:00
 Recognize the methods of installation,
Practical Duration
configuration, system security, maintaining of
(hh:mm)
backup, recovery and backup.
25:00
 To understand the method basic functions to be
done, service to be provided, communicate
Corresponding NOS
effectively in formal situations.
Code
ELE/N4602

4  Videos
 To understand Directory services and different
Windows Server
functional levels  PowerPoint
 To understand methods of installing configuring  Laptop
Theory Duration
Directory services.  Projector
(him)
 To understand the methods of disaster recovery  Projector Screen
20:00
and backup.  White Board
Practical Duration
 Recognize the method of implementing secure
(him) 25:00
domain, administrating and creation of user,
maintaining group policies.
Corresponding NOS
Code  To understand the goals set, improving the
reading skills
ELE/N4602

5  Recognize the Linux features, basic commands  Videos

Linux Server  Powerpoint
 To understand the methods of installing,
 Laptop
configuring server and services
Theory Duration  Projector
 To understand the method of fault analysis, file
(hh:mm) system corruption.  Projector Screen
20:00
 To understand method of installing, configuring  White Board
Practical Duration
network adaptor, basic services, managing of
(hh:mm)
storage.
30:00
 To understand the impact, body language, verbal
communication, comprehension.
Corresponding NOS
Code
ELE/N4602

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 6  Videos
 To understand the method of installing,
IT Security configuring, outlook and concepts of anti-virus.  Powerpoint
fundamentals  Laptop
 To understand the methods of identifying types
 Projector
and indication of virus, worms, Trojan etc.
Theory Duration  Projector Screen
 To understand the compatibility issues and
(hh:mm) common errors. Recognize basic security risks  White Board
10:00
 To understand method s of system vulnerability
Practical Duration
and fixing them and methods of measure to
(hh:mm)
prevent them.
20:00
 To understand methods of having positive
attitude, awareness, prioritize.
Corresponding NOS
Code
ELE/N4602

7  Videos
 To understand the method of monitoring,
Concepts of ITIL v3  Powerpoint
measuring and reporting
 Laptop
 To understand the Method of CSF, KPIs and
Theory Duration Activity.  Projector
(hh:mm)
 To understand the methods of SLA, timeliness,  Projector Screen
10:00 response and resolution data  White Board
Practical Duration
 To understand the problem management
(hh:mm)
process flow, Determination resolution
20:00
 To Understand the methods Problem
Corresponding NOS management, tracking report and control
Code measures
ELE/N4601  To understand the methods for learning new
ELE/N0009 things at your work.

Unique Equipment Required:

Total Duration  Cable
 Crimping Tool
 Desktop
Theory Duration  Digital Multimeter
120:00  Dot Matrix Printer
 ESD Gloves
Practical Duration  Ink Jet Printer
180:00  Insulation Tape
 Lan Tester
 Laptop
 Lead Solder
 Motherboard Diagnoser
 Multi-Function Laser Printer
 Network Switch
 Post Cards
 Router
 Scanner
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  Screw Driver Set
 Soldering Flux
 Soldering Iron

Grand Total Course Duration: 300Hours 00 Minutes

(This syllabus/ curriculum has been approved Electronics Sector Skills Council of India)

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ANNEXURE A: TRAINER pre-requisites

Trainer Prerequisites for Job role: “Installation Technician – Computing and

Peripherals” mapped to Qualification Pack: “ELE/ Q 4609 Version1.0”

Sr. Area Details

No.
1 Job Description To deliver accredited training service, mapping to the curriculum detailed
above, in accordance with the Qualification Pack “ELE/Q4609 version1.0”.
2 Personal Attributes Aptitude for conducting training, and pre/ post work to ensure
competent, employable candidates at the end of the training. Strong
communication skills, interpersonal skills, ability to work as part of a
team; a passion for quality and for developing others; well-organized
and focused, eager to learn and keep oneself updated with the latest in
the mentioned field.
3 Minimum Educational Diploma(Electronics) or B.Sc. (Electronics) or BE (Electronics) or
Qualifications Higher Qualification in Electronics Esteem

4a Domain Certification Certified for Job Role: “Installation Technician –Computing and
Peripherals” mapped to QP: “ELE/Q 4609 version1.0”. Minimum accepted
score =80%
4b Platform Certification Recommended that the Trainer is certified for the Job Role: “Trainer”,
mapped to the Qualification Pack: “MEP/Q0102”. Minimum accepted
score =80%
5 Experience 1. Minimum 1year experience as Computer Technician
2. Minimum 1-year experience as a trainer with hands on Solar
Installation Technician.

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 Annexure B: Assessment Criteria

Job Role: Installation Technician – Computing and Peripherals

Qualification Pack: ELE/Q4609
Sector Skill Council: Electronics Sector Skills Council of India

Guidelines for Assessment

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill
Council. Each Performance Criteria(PC) will be assigned marks proportional to its importance
in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC
2. The assessment for the theory part will be based on knowledge bank of questions created
by the SSC
3. Individual assessment agencies will create unique question papers for theory part for
each candidate at each examination/training center (as per assessment criteria below).
4. Individual assessment agencies will create unique evaluations for skill practical for every
student at each examination/training center based on this criterion.
5. To pass the Qualification Pack, every trainee should score a minimum of 70% in every
NOS.
6. In case of successfully passing only certain number of NOS's, the trainee is eligible to take
subsequent assessment on the balance NOS's to pass the Qualification Pack.

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 Marks Allocation
Total
Assessable Out Of Skills
Performance Criteria Mark Theory
Outcomes Practical
s

PC1. call the customer based on inputs

3 1 2
logged into customer care
PC2. greet the customer and listen to
3 1 2
their problem attentively
Interacting PC3. check with customer about time
with customer for visit, field work and confirm location 4 2 2

PC4. follow etiquette when interacting

with customers as per company policy 6 2 4
such as politeness and patience
PC5. seek feedback from the customers
4 2 2
on completion of work
PC6. understand location requirement
for placement of system during and 2 1 1
after installation
PC7. seek inputs to understand
4 2 2
Understanding symptoms for the problem faced
customer’s PC8. ask open and close-ended
requirements questions to understand the specific 4 2 2
100
PC9. inform customer about the
4 2 2
replacement or repair process
PC10. enquire about warranty coverage 3 1 2
PC11. educate about other useful
3 1 2
products and annual maintenance
PC12. summaries the problem to
5 2 3
customer and suggest the possible
PC13. inform customers on whether the
module has to be replaced or repaired 5 2 3
Suggesting with reasons
solutions PC14. explain the customers on time
taken, repair process and possible cost 5 2 3
for the service or inclusion under
PC15. seek customer’s approval for
5 2 3
further service
Completing PC16. provide note to customers about
documentation the problem(s), actions taken and the 5 2 3
cost associated and retain a copy

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 PC17. provide appropriate invoice for any
5 2 3
purchase of module or parts by customer
PC18. interact with customer on time
within the specified Service Level 3 1 2
Agreement (SLA) time
PC19. identify the customer’s requirement
3 1 2
and identify the resources and record
PC20. accurately assess the problem and
3 1 2
suggest appropriate solutions
PC21. offer the right service as per
3 1 2
customer’s requirements
Achieving
productivity PC22. communicate problem effectively in 4 2 2
order to secure customer’s confidence
and quality
PC23. gauge customer satisfaction with the
4 2 2
installation and placement of device
PC24. maintain no repeat or second
4 1 3
escalation from customer
PC25. achieve customer satisfaction on
engagement behavior such as listening to 3 1 2
complaints or appropriate dressing
PC26. achieve 100% customer satisfaction
3 1 2
and positive feedback
TOTAL 100 40 60
PC1. check site conditions 1 0 1
PC2. check and ensure any tailor-made
1 0 1
programs required by the customer
PC3. open the packaging of new product
1 0 1
and take out the hardware carefully
PC4. connect all the hardware devices such
as CPU, Monitor, Keyboard, Mouse, as per 2 1 1
the specifications of the system
Installing PC5. in case of laptop, connect battery, 100 2 1 1
hardware plug in and switch on the system
PC6. follow standard operating procedure
while handling hardware modules such as 2 1 1
handling PCB with ESD standards
PC7. follow the standard operating
procedure for installation of each model of 2 1 1
hardware devices and comply with them
PC8. place the system at a location as
2 1 1
preferred by customer

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 PC9. install the hardware / devices as per
2 1 1
standard operating procedure
PC10. ensure that appropriate device and
model specific procedure is followed as 2 1 1
per installation manual
PC11. maintain zero-material defect during
material handling by following standard 2 1 1
operating procedure
PC12. carry tools and manuals as
per installation manual 1 0 1
PC13. understand the peripheral
requirements of customers and ensure 3 1 2
all hardware are available
PC14. understand the placement
requirement of peripheral equipment 3 1 2
such as printers, modems, etc., as per
customer preferences
PC15. connect the peripheral devices with
Configuring the system as per the standard procedure 4 2 2
and setting followed for each equipment
up PC16. install the peripherals, connect the
peripherals appropriate peripheral such as printer,
4 2 2
scanner to the system and run the
installed program for set up
PC17. follow the safety procedures
4 2 2
while handling and installing the
PC18. install and configure peripherals
4 2 2
as standard operating procedure
PC19. ensure the placement of peripherals
3 1 2
are as per customer requirement
PC20. install the operating system and
appropriate application software as 5 2 3
Setting up per customer preference
Software
PC21. install additional software as per
5 2 3
standard customer requirement
Checking PC23. switch on the system and
2 1 1
system peripherals and check for effective
functionality PC24. check and ensure the functionality
3 1 2
of system, peripherals and applications

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 PC25. ensure product functions are tested
and demo given to the customer after
hardware, software, operating system and 3 1 2
peripheral integration with reference to the
installation manual
PC26. ensure that customer is satisfied 2 1 1
PC27. measure and meet multipart calls
2 1 1
norm against benchmark
PC28. complete the installation within the
3 1 2
Completing agreed Turn Around Time (TAT)
Installation PC29. complete the call closure in single
3 1 2
visit
PC30. complete the task with the quality
2 1 1
benchmark of the company
PC31. understand the customer
2 1 1
requirement and queries on the hardware
PC32. educate customer on use of and
procedures to be followed in operation of 1 0 1
hardware
PC33. inform customer about warranty and
other terms and conditions on the 1 0 1
hardware devices
PC34. inform about cost estimates for any
2 1 1
Interacting other new installations
with PC35. provide adequate information about
customer the hardware devices, operating
1 0 1
procedure, maintenance, etc., to the
customer
PC36. address the queries and issues raised
1 0 1
by the customer on device
PC37. inform customers clearly about
warranty, and product terms and 1 0 1
conditions
PC38. provide customers on all the
1 0 1
appropriate documents including invoice
PC39. understand the work requirement
1 0 1
from superior, periodically
Interacting PC40. report to superior on the work
1 0 1
with completed
superior PC41. escalate the customer issues and
problems that cannot be handled at field 2 1 1
level

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 PC42. document the work completed on
the company ERP software for tracking 1 0 1
and future references
PC43. achieve 100% on-time completion
of field installation with reference to 3 2 1
agreed target and time
PC44. submit feedback form on
Achieving customer satisfaction level with respect 3 2 1
productivity to the product installation
and quality PC45. find solutions to customer
complaints and queries unresolved in 2 1 1
the field
PC46. report work status and prepare
2 1 1
documentation as per company
100 40 60
PC1. understand and assess
5 2 3
work requirements
PC2. understand the targets and 5 2 3
PC3. understand new operating
5 2 3
procedures and constraints
PC4. report problems in the field 5 2 3
PC5. resolve personnel issues 5 2 3
Interacting PC6. receive feedback on work standards
with 5 2 3
and customer satisfaction
Supervisor PC7. communicate any potential hazards
5 2 3
at a particular location
PC8. meet given targets 5 2 3
PC9. deliver work of expected quality 100
despite constraints 5 2 3
PC10. receive positive feedback on
behavior and attitude shown during 5 2 3
interaction
PC11. interact with colleagues from
different functions and understand the 10 4 6
nature of their work
Coordinating PC12. receive spares from tool room or
with stores; deposit faulty modules and tools 10 4 6
Colleagues to stores
PC13. pass on customer complaints
to colleagues in a respective 10 4 6
geographical area

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 PC14. assist colleagues with resolving field
problems resolve conflicts and achieve 10 4 6
smooth workflow
PC15. follow the company policy during
10 4 6
cross functional interaction
TOTAL 100 40 60
Grand Total 400 400 200 200
Percentage Weightage: 50% 50%
Minimum Pass% to qualify (aggregate): 60%

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