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Title / Provide technical electronic telecommunications product and service assistance
Level / 4 / Credits / 6
Purpose / This unit standard is for people who are, or will be, performing a technician role in the telecommunications industry where they are required to provide technical information and assistance relating to electronic products and services.
People assessed as competent in this unit standard are able to offer, without the need to refer to a third party, accurate and easily understood technical assistance in electronic products and services to customers, suppliers, and colleagues.
Classification / Telecommunications > Telecommunications - Organisational Operation and Control
Available grade / Achieved
Guidance Information
1Complementary unit standards:Unit 4966, Seek, evaluate, and organise telecommunications information for action and Unit 4970, Maintain and enhance professional and technical knowledge in the telecommunicationsindustry.
2General Range
Electronic products and services: those electronic products and services relating to electronic communication systems including transmission equipment, television studios, teletext, television transmitters and receivers, customer premise equipment, operating support systems, data, voice, networks, links, test equipment, cryptographic systems, power supply, Supervisory Control and Data Acquisition, cabling, electronic warfare, jamming, switches;
Assistance: information, materials, advice, informal coaching or training (one-to-one, small groups, on or off worksite but not including formal training classroom situations).
Outcomes and performance criteria
Outcome 1
Prepare for and respond to requests for information, advice, support and/or materials.
Performance criteria
1.1Product knowledge is current, reliable, and sufficient to meet requests for assistance.
Rangeknowledge, skills, and experience required to give assistance on equipment in General Range.
1.2Information is collated and categorised using an index system that is easy to understand by authorised users.
1.3Information kept on file is current and relevant to requests received.
Rangeinformation – all information relating to General Range including: books, reference manuals, technical manuals, trainer's manuals, programmes or guidelines, manufacturer's user manuals; service and repair records and reports, warranties, special notes; product and service updates.
1.4Responses to requests are prompt, relevant, and courteous.
Rangefrom managers, peers, suppliers, customers.
1.5Responses to requests reflect priorities of safety of personnel and plant, and maintenance of operational systems.
Rangeverbal, written, routine, urgent.
Outcome 2
Assist, advise, and inform others.
Performance criteria
2.1Advice and information to aid and assist others are offered and disseminated at agreed time and place.
2.2Assistance given is reliable, current, relevant, and accurate.
2.3Assistance is given in a manner and at a level and pace which meet the receiver's needs.
2.4Assistance is consistent with organisational policy and cost and resource constraints.
2.5Opportunities to enhance understanding are identified, and relevant materials are produced to support assistance.
Rangeopportunities – situations where the type of assistance required would benefit from visual supporting materials to help the learner understand more easily and effectively;
relevant materials – visual materials (eg memory prompt flow-charts, special user instruction notes, models, diagrams).
This unit standard is expiring. Assessment against the standard must take place by the last date for assessment set out below.
Status information and last date for assessment for superseded versions
Process / Version / Date / Last Date for AssessmentRegistration / 1 / 28 July 1995 / 31 December 2018
Revision / 2 / 31 August 1998 / 31 December 2018
Revision / 3 / 3 April 2001 / 31 December 2018
Rollover and Revision / 4 / 25 January 2008 / 31 December 2018
Review / 5 / 1 March 2018 / 31 December 2018
Consent and Moderation Requirements (CMR) reference / 0003
This CMR can be accessed at
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies to this standard are outlined in the Consent and Moderation Requirements (CMR). The CMR also includes useful information about special requirements for organisations wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements.
Connexis Infrastructure ITOSSB Code 101813 / New Zealand Qualifications Authority 2018 / / New Zealand Qualifications Aut