SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Provide customer support on telecommunication services 
SAQA US ID UNIT STANDARD TITLE
246679  Provide customer support on telecommunication services 
ORIGINATOR
SGB Telecommunications 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 06 - Manufacturing, Engineering and Technology Manufacturing and Assembly 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  6 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2026-06-30   2029-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard will contribute to the full development of any learner within the Telecommunications environment, more specifically within Service Support environment by providing recognition, further mobility and transportability within the field. This skill forms the basis for the performance of duties in the day to day operations of Service Management in specific occupations at NQF Levels 4, 5 and 6.

The knowledge, skills and understanding demonstrated in this unit standard are essential for upliftment, social and economic transformation in the Telecommunications environment.

The qualifying learner is capable of demonstrating:
  • An understanding of Telecommunication Services.
  • An understanding of the available resources specific to the related service.
  • The ability to analyse and identify faults specific to the related service.
  • The ability to provide advice and support to customers.
  • The ability to perform customer equipment fault clearance.

    The learning outcomes in this unit standard contribute to the exit level outcomes which provide qualifying learners with access to a range of further learning in this field at NQF Level 4 and above, in the form of workplace based learning programmes for occupationally focused qualifications. Qualifying learners also have an understanding of the science and technology which underpins these activities. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The learning assumed to be in place should be on the same level of this unit standard or higher:
  • Principles of digital logic systems.
  • Communication and Language Studies.
  • Mathematics and Numeracy, Sciences.
  • Computer literacy.
  • Principles of Electricity and Electronics. 
    		•

    UNIT STANDARD RANGE 
    The typical scope of this unit standard includes but is not limited to:
  • The Internet.
  • Asymmetrical Digital Subscriber Lines.
  • South African Internet Exchange.
  • Very Small Aperture Terminal.
  • Virtual Private Networks.
  • Billing.
  • Cybertrading. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Demonstrate an understanding of Telecommunication services. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Demonstrate an understanding of the physical specifications of features, advantages and benefits of Telecommunication services by describing these appropriately in a simulated environment. 

    ASSESSMENT CRITERION 2 
    Demonstrate an understanding of product/service features, advantages and benefits by appropriately communicating product information to customers in a simulated environment. 

    ASSESSMENT CRITERION 3 
    Demonstrate an understanding of processes in order to contact the correct suppliers for assistance in the clarification of features, advantages and benefits. 
    ASSESSMENT CRITERION RANGE 
    Including but not limited to:
  • Internet, ADSL, ISP, VSAT, VPN, Billing, and Cybertrading.
     
    		•

    SPECIFIC OUTCOME 2 
    Organise Resources. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Demonstrate the ability to correctly identify the required resources. 

    ASSESSMENT CRITERION 2 
    Demonstrate the ability to correctly obtain the required resources. 

    ASSESSMENT CRITERION 3 
    Demonstrate the ability to correctly validate the required resources. 

    ASSESSMENT CRITERION 4 
    Demonstrate the ability to correctly control the required resources. 
    ASSESSMENT CRITERION RANGE 
    Including but not limited to:
  • Role players, equipment, support database, policies and procedures.
     
    		•

    SPECIFIC OUTCOME 3 
    Provide advice and support to customer. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Demonstrate the planning process of providing customer advice and support on equipment by appropriately illustrating an example. 

    ASSESSMENT CRITERION 2 
    Demonstrate the ability to provide customer with advice and support on equipment by appropriately illustrating an example. 

    ASSESSMENT CRITERION 3 
    Demonstrate the ability to conclude customer advice and support on equipment by appropriately illustrating an example. 
    ASSESSMENT CRITERION RANGE 
    Including but not limited to:
  • Role players, equipment, support database, policies and procedures.
     
    		•

    SPECIFIC OUTCOME 4 
    Apply analytical fault finding techniques. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Demonstrate the ability to correctly analyse a fault by appropriately demonstrating activities in a real life situation. 

    ASSESSMENT CRITERION 2 
    Demonstrate the ability to prioritise the situation by appropriately demonstrating activities in a real life situation. 

    ASSESSMENT CRITERION 3 
    Demonstrate the ability to define an action plan by appropriately demonstrating activities in a real life situation. 
    ASSESSMENT CRITERION RANGE 
    Including but not limited to:
  • Work instructions, methods and procedures, legislation, system manuals.
     
    		•

    SPECIFIC OUTCOME 5 
    Perform customer equipment fault clearance. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Demonstrate the ability to correctly localised a fault by testing customer equipment. 

    ASSESSMENT CRITERION 2 
    Demonstrate the ability to correctly repair customer equipment in accordance with equipment specifications. 

    ASSESSMENT CRITERION 3 
    Demonstrate the ability to correctly route fault to relevant role player/s in accordance with employer's policies and procedures. 

    ASSESSMENT CRITERION 4 
    Demonstrate the ability to complete all the necessary documentation correctly in accordance with employer's policies and procedures. 
    ASSESSMENT CRITERION RANGE 
    Including but not limited to:
  • Work instructions, methods and procedures, legislation, system manuals.
     
    		•


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Only ETQA registered assessors with specific expertise in Telecommunication Services may assess a learner against this unit standard.
  • Any institution offering learning that will enable achievement of this unit standard must be accredited as a provider through the relevant SETA/ETQA.
  • Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Internet Technology Overview and Troubleshooting.
  • ADSL Technology Overview and Troubleshooting.
  • ISP Technology Overview and Troubleshooting.
  • VSAT Technology Overview and Troubleshooting.
  • VPN Technology Overview and Troubleshooting.
  • Billing Technology Overview and Troubleshooting.
  • Cybertrading Technology Overview and Troubleshooting.
  • Apply oral and written communication when liaising with customer.
  • Apply decision-making and problem solving skills before and during operations, maintenance and fault clearance.
  • Demonstrate understanding of product facilities and operations.
  • Follow employer's policies and procedures.
  • Utilise test instrumentation during testing procedures.
  • Demonstrate understanding of the correct use of tools.
  • Demonstrate basic computer literacy.
  • Demonstrate mathematical skills.
  • Demonstrate project management principles. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Learners are able to identify faults and anomalies and rectifying the problems as they occur. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with stakeholders to ensure that the Telecommunication services are operating correctly. 

    UNIT STANDARD CCFO ORGANISING 
    Learners are able to organise their activities to ensure that the Telecommunication services are operating correctly. 

    UNIT STANDARD CCFO COMMUNICATING 
    Learners are able to communicate effectively with others to ensure that the Telecommunication services are operating correctly by completing the relevant documentation e.g. trouble tickets. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Learners are able to demonstrate an understanding of the Telecommunication services as a set of interrelated processes. This is done by identifying faults and anomalies and rectifying the problems as they occur, and by liaising with relevant stakeholders during fault clearance. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Contributing to the full personal development of each learner and the social and economic development of the society at large, by making it the underlying intention of any program of learning to make an individual aware of the importance of:
  • Reflecting on and exploring a variety of strategies to gain more learning.
  • Effectively participating as responsible citizens in the life of local, national and global communities.
  • Being culturally and aesthetically sensitive across a range of social contexts.
  • Exploring education and career opportunities.
  • Developing entrepreneurial opportunities learners with applied competence and a basis for further learning.
  • The learner contribute to his/her own development. 
    		•

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Comment on this unit standard should reach SAQA no later than 26 October 2007.
    Notes to Assessors:

    Assessors should keep the following general principles in mind when designing and conducting assessments against this unit standard:
  • Focus the assessment activities on gathering evidence in terms of the main outcome expressed in the title.
  • Assessing outcomes related to the demonstration of the understanding of principles/concepts:
    > Develop an assessment which uses prior evidence as produced in written examinations.
    > Develop additional written assessment tools to supplement undependable sources of evidence in the previous bullet.
  • Assessing outcomes related to "Demonstrate an understanding of- and provide customer support on telecommunication services"; Make sure evidence is gathered across the entire Unit Standard range, wherever it applies:
    > Assessment activities should be as close to the real workplace practical performance as possible, and where classroom simulations are used, there should be supporting evidence to show the candidate is able to perform in the real situation.
    > The assessment activities relating to configuration of systems should assess all basic configuration requirements.
    > The assessment activities relating to fault repairs on systems should assess all basic fault repair and test equipment usage requirements.
  • Do not focus the assessment activities on each assessment criterion. Ensure that the assessment activities focus on outcomes and are sufficient to enable evidence to be gathered around all the assessment criteria.
  • The task of the Assessor is to gather sufficient evidence, of the prescribed type and quality, as specified in this unit standard, that the candidate can achieve the outcomes again and again and again. This means Assessors will have to judge how many repeat performances are required before they believe the performance is reproducible.
  • All assessments should be conducted in line with the following well documented principles of assessment: appropriateness, fairness, manageability, integration into work or learning, validity, direct, authentic, sufficient, systematic, open and consistent.
  • Requirements for a portfolio are that it should be valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience, which serves to supplement the assessment of applied competence.

    The portfolio may not include:
  • Evidence older than 3 years prior to the date of assessment.

    The portfolio may include:
  • Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner.
  • Relevant certificates or awards.
  • Previous assessment records.
  • Journals/logbook.

    The level assigned to this unit standard is appropriate because the learner:
  • Has basic knowledge of some main areas of a discipline/field.
  • Has basic understanding of a discipline/field's key term, rules, concepts, principles and theories.
  • Is familiar with some of the essential methods, procedures and techniques of the discipline/field.
  • Has the ability to use the above to solve routine problems within given frameworks.
  • Has a basic information gathering, analysis and presentation skill.
  • Has the ability to communicate information reliably and accurately in the required medium of instruction.
  • Has the capacity to operate within clearly defined contexts, with limited scope for personal decision-making and responsibility.
  • Learn within a well-structured and managed environment.
  • Evaluate own performance against given criteria.

    Legal Requirements:

    Compliance to the following legal requirements and standards are mandatory:
  • Employer's Policies and Procedures.
  • Environmental Management System.
  • Independent Communications Authority of South Africa.
  • Occupational Health and Safety Act.
  • National and International Standards.
  • Local Metropolitan Council Regulations. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  59057   Further Education and Training Certificate: Telecommunication Network Operations  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MICTS 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. Africa Learn (Pty) Ltd 
    2. Amadi Institute of Management And Technology (Pty) Ltd 
    3. BEE Clinic Pty Ltd 
    4. HUAWEI Technologies Africa (PTY) LTD 
    5. Mpande Technologies cc 
    6. Mufuka Business and Technical 
    7. Nolwazi Stem Education for The 
    8. OPELONG BUSINESS INSTITUTE (PT 
    9. Progressive School of Business 
    10. QUARPHIX (PTY) LTD 
    11. SUCCESS BUILDERS INTERNATIONAL CC 
    12. SUPREME ICT CONSULTANTS 
    13. TELKOM SA SOC LIMITED 
    14. Ukwazi Academy and Corporate S 
    15. Varsity Institute of Science & Technology (Pty)Ltd 
    16. Victor Optic Fibre Solutions 
    17. Wellinkwise Pty Ltd 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.