Field Technician

CURRICULUM/SYLLABUS
This program is aimed at training candidates for the job of an Field technician
Computing and Peripherals in the IT hardware and aims at building the
following key competencies amongst the learner
1. Personal computers components

5.installing printers and configuring

Basic diagnostic procedure and trouble

Identify appropriate tools used for

troubleshooting
6.

2. shooting
3. Laptops and portable devices

7.Vendor guidelines

Command line functions for diagnostic

4. computers

8.Perform schedule maintainace

This course encompasses 3out of 4 National Occupational Standards (NOS) of Field

technician Computing and Peripherals Qualification Pack No ELE/N4601,

ELE/N4602, ELE/N4603 issued by Electronic sector skill Council of India.

S no

Topic/module

Personal Computer Components

Storage devices
Motherboards
Power supplies
Processors / CPUs
Memory
Display devices
Input devices (e.g. basic, specialty
and multimedia)
Adapter cards

Duration Key learning

Days/hours outcomes
PC1. call the
3

Corresponding
nos codes
ELE/N4601

customer based on
inputs logged into
customer care
KB3. basic
electronics of
system hardware
KB4. hardware
maintenance
KB5. functions of
electrical and
mechanical parts/
modules

ELE/N4601
PC3. check with
customer about time
for visit, field work
and confirm location

PC6. understand
location requirement
for placement of
system during and
after
installation
PC7. seek inputs to
understand symptoms

Cooling systems
Identify and apply basic diagnostic
3
procedures and troubleshooting techniques
Isolate and identify the problem using
visual and audible inspection of components and
minimum configuration

Power supply
Processor / CPUs and motherboards

for the problem faced

PC1. listen
ELE/N4603
carefully to
concerns
registered by
customer at
customer care
PC2. interact with
customer on
telephone for
better
understanding of
concern
before the visit
PC3. commence
field trip based on
type of complaint
PC4. carry the
troubleshooting
instructions sheets
PC5. understand
the warranty,
terms and
conditions with
relation to the
product
PC6. identify the
type of problem
and carry relevant
tools and euipment
based
customer
complaint and
standard operating
procedure
PC7. assess
whether
replacement or
repair of module
may be required
PC8. carry only
100% approved
and verified field
replacable parts for
repairing or
replacing
PC9. decide on
whether it can be
repaired in field or
at companys test
centre
ELE/N4602
PC3. open the

packaging of new

Memory
Adapter cards
Display and input devices

Laptops and Portable Devices

Bluetooth, infrared, cellular WAN and

Ethernet

product and take out

the hardware carefully
PC4. connect all the
hardware devices
such as CPU,
Monitor, Keyboard,
Mouse,
as per the
specifications of the
system
3

Identify appropriate laptop-specific power

and electrical input devices and determine
how amperage and voltage can affect
performance
Identify the major components of the LCD
including inverter, screen and video card

PC5. in case of
ELE/N4602
laptop, connect
battery, plug in
and switch on the
system
PC4. connect all
ELE/N4602
the hardware
devices such as
CPU, Monitor,
Keyboard, Mouse,
as per the
specifications of
the system
PC5. in case of
laptop, connect
battery, plug in
and switch on the
system
PC6. follow
standard operating
procedure while
handling hardware
modules such
as handling PCB
with ESD standards
PC7. follow the
standard operating
procedure for
installation of each
model of
hardware
devices and
comply with
them

Removal of laptop-specific hardware such 3

as peripherals, hot-swappable and non-hotswappable devices
Describe how video sharing affects memory
upgrades

PC9. install the

ELE/N4602
hardware / devices
as per standard
operating
procedure
PC10. ensure that
appropriate device

and model specific

procedure is
followed as
per installation
manual

KB12. tools required ELE/N4603

for repair such as
soldering iron,
multimeter
KB13. controls of
different peripherals
KB14. all safety
procedures to follow
KB15. quality
standards to be
followed
KB16. Electrostatic
Discharge (ESD) and
measures to be taken

Verify AC power (e.g. LEDs, swap 3

AC adapter)

KB1. companys
ELE/N4601
portfolio of
products
KB2. different
types of IT
hardware products
and functionalities
KB3. different
electrical and
mechanical
modules in the
product
KB4. basic
electronics of the
hardware
KB5. different
models of devices
and their repair
procedures
KB6. different
equipments
assembled in a
pack (one system)
KB7. peripherals
and their standard
operating
procedure for
disassembling and
re-assembling
KB8. procedures to
be followed for
trouble shooting
and standards to

Use tools, diagnostic procedures and

troubleshooting techniques for laptops and
portable devices

Verify DC power
Remove unneeded peripherals
Plug in external monitor
Toggle Fn keys

Check LCD cut-off switch Use procedures

and techniques to diagnose power
conditions, video, keyboard, pointer and
wireless card issues for example:
Verify backlight functionality and
pixilation
Stylus issues (e.g. digitizer
problems)
Unique laptop keypad issues

Antenna wires

Operating Systems (Windows 2000, XP Home /

Pro / MCE,7,8,linux)

follow
KB9. voltage and
power requirement
for different
hardware devices
KB10. memory,
input, output and
storage devices
KB11. different
modules in system
such as SMPS,
drivers, hard disk,
battery,
mother board
KB12. tools
required for repair
such as soldering
iron, multimeter
KB13. controls of
different
peripherals
KB14. all safety
procedures to
follow
KB15. quality
standards to be
followed
KB16. Electrostatic
Discharge (ESD)
and measures to
be taken
PC18. install and ELE/N4602
configure
peripherals as
standard operating
procedure
PC19. ensure the
placement of
peripherals are as
per customer
requirement
To be competent,
the user/ individual
must be able to:
PC20. install the
operating system
and appropriate
application
software as per
customer
preference
PC21. install
additional software

as per standard
customer
requirement
PC22.

Use command-line functions and utilities 3

to manage operating systems, including
proper syntax and switches for example:
CMD
HELP
DIR
ATTRIB
EDIT
COPY
XCOPY
FORMAT
IPCONFIG
PING
MD / CD / RD

10

2
Identify concepts and procedures for
creating, viewing and managing disks,
directories and files on operating systems
Disks (e.g. active, primary,
extended and logical partitions and
file systems including FAT32 and
NTFS)
Directory structures (e.g. create

PC31. understand the ELE/N4602

customer requirement
and queries on the
hardware
PC32. educate
customer on use of
and procedures to be
followed in operation
of
hardware
PC33. inform
customer about
warranty and other
terms and conditions
on the
hardware devices
PC34. inform about
cost estimates for any
other new
installations
PC35. provide
adequate information
about the hardware
devices, operating
procedure,
maintenance, etc., to
the customer
PC36. address the
queries and issues
raised by the
customer on device
PC37. inform
customers clearly
about warranty, and
product terms and
conditions
PC23. switch on the ELE/N4603
system and
peripherals and check ELE/N4603
for effective
functioning
PC24. check and
ensure the
functionality of
system, peripherals

folders, navigate directories)

Files (e.g. creation, attributes,
permissions)

11

Disk management (e.g. DEFRAG, 2

NTBACKUP, CHKDSK, Format)
System management tools
Device and Task Manager
MSCONFIG.EXE
REGEDIT.EXE

and applications
PC25. ensure product
functions are tested
and demo given to the
customer after
hardware, software,
operating system and
peripheral integration
with
reference to the
installation manual
PC26. ensure that
customer is satisfied
ELE/N4603
PC13. disassemble
and check each part of
ELE/N4603
computing system
such as SMPS,
Memory, Hard disk to
isolate the failed
module

REGEDT32.EXE
CMD
Event Viewer
System Restore
Remote Desktop
12
13

ELE/N4602
File management tools (e.g. Windows
Locate
2 and us
EXPLORER, ATTRIB.EXE)
ELE/N4602
Install, configure, optimize and upgrade operating
SB4.
configure different
systems

Virtual memory
Hard drives (e.g. defrag)
Temporary files
Services

settings and
installations of
hardware and
software as
per customer
requirement

Startup
14
15

Application
Demonstrate the ability to recover
3
operating systems (e.g. boot methods, recovery
console, ASR, ERD)
Windows specific printing problems (e.g. 3
print spool stalled, incorrect / incompatible driver
form print)
Auto-restart errors
Blue screen error

ELE/N4603

PC13. understand the ELE/N4601

peripheral
requirements of
customers and ensure
all

System lock-up
Device drivers failure (input / output
devices)
Application install, start or load failure

16

17

Boot (e.g. invalid boot disk, inaccessible 4

boot drive, missing NTLDR)
Startup (e.g. device / service failed to start,
device / program in registry not found)
Event Viewer
Registry
Windows reporting
Use diagnostic utilities and tools to resolve 2
operational problems e.g.:
Bootable media
Startup modes (e.g. safe mode, safe mode
with command prompt or networking, step-bystep / single step mode)
Documentation resources (e.g. user /
installation manuals, internet / web based, training
materials)
Task and Device Manager
Event Viewer

hardware are
available
PC14. understand the
placement
requirement of
peripheral equipment
such as
printers, modems,
etc., as per customer
preferences
PC15. connect the
peripheral devices
with the system as per
the standard
procedure followed
for each equipment
PC16. install the
peripherals, connect
the appropriate
peripheral such as
printer,
National
Occupational
Standard
ELE/N4602 Install,
configure and setup
hardware system
10
scanner to the system
and run the installed
program for set up
ELE/N4603

ELE/N4602

PC4. carry the

troubleshooting
instructions sheets
PC5.
understand the
warranty, terms and
conditions with
relation to the product
PC6. identify

MSCONFIG command
Recover CD / recovery partition
Remote Desktop Connection and
Assistance
System File Checker (SFC)

the type of problem

and carry relevant
tools and euipment
based
customer
complaint and
standard operating
procedure
PC7. assess
whether replacement
or repair of module
may be required
PC8. carry
only 100% approved
and verified field
replacable parts for
repairing or
replacing
PC9. decide
on whether it can be
repaired in field or at
companys test centre
Identifying
systemlevel
problem on
field
To be
competent, the user/
individual must be
able to:
PC10.
understand the
problems experienced
by the customer
PC11. use
equipment such as
power on self test
(POST) card to
identify the
common
errors and issues in
the system which
does not start up
PC12. conduct
root-cause analysis
and identify the likely
problem area
PC13.
disassemble and

check each part of

computing system
such as SMPS,
Memory, Hard
disk to isolate the
failed module
PC14. follow
standard operating
procedure while
handling hardware
modules such
as handling
PCB with ESD
standards
PC15. in case
of peripherals, check
all parts such as print
head, lens, led display
to
isolate faulty
module
PC16. make
decision on whether
the part can be
replaced or
component should be
repaired
PC17. identify
the solution design
where the module to
be replaced or
software to
be installed or
updated
National
Occupational
Standard
ELE/N4603
Troubleshoot and
replace faulty module
16
PC18. decide
on whether to replace
module or send to
repair centre
Replacing
faulty
module
To be

18

Demonstrate the ability to perform preventive

2
maintenance on operating systems including
software and Windows updates (e.g. service
packs), scheduled backups / restore, restore points

19

Printers and Scanners

competent, the user/

individual must be
able to:
PC19. if the
module has to be
replaced, disassemble
the system, remove
and
replace and reassemble the system
PC20. if
soldering needs to be
done, use manual
hand soldering iron
unit to solder
the
components or parts
PC21. if there
is any operating
system error, software
related issues, reinstal
the
software or
fixing the issues
PC22. fix the
common problems
faced with peripherals
and networking
devices
ELE/N4602
KB13. different
module in the
peripheral and their
functions
KB14. how to operate
the system and other
hardware peripherals
KB15. controls of
different peripherals
including UPS
KB16. all safety rules,
policies and
procedures
KB17. quality
standards to be
followed
PC13. understand ELE/N4602
the peripheral
requirements of
customers and

ensure all
hardware are
available
PC14. understand
the placement
requirement of
peripheral
equipment such as
printers, modems,
etc., as per
customer
preferences

20

Describe processes used by printers and scanners 2

including laser, ink dispersion, thermal, solid ink
and impact printers and scanners

21

Install and configure printers / scanners 4

Power and connect the device using local
or network port
Install and update device driver and
calibrate the device
Configure options and default settings
Install and configure print drivers (e.g.
PCL, Postscript, GDI)
Validate compatibility with operating
system and applications
Educate user about basic functionality

22

Gather information about printer / scanner 2

problems

KB2. different types ELE/N4602

of IT hardware
products and
functionalities
KB8. different
types of
peripherals and
their standard
installation
procedure
PC13. understand ELE/N4602
the peripheral
requirements of
customers and
ensure all
hardware are
available
PC14. understand
the placement
requirement of
peripheral
equipment such as
printers, modems,
etc., as per
customer
preferences
PC15. connect the
peripheral devices
with the system as
per the standard
procedure followed
for each equipment
PC16. install the
peripherals,
connect the
appropriate
peripheral such as
printer,
PC6. understand
ELE/N4601
location
requirement for

Review and analyse collected data

Isolate and resolve identified printer /
scanner problem including defining the cause,
applying the fix and verifying functionality

placement of
system during and
after
installation
PC7. seek inputs to
understand
symptoms for the
problem faced
PC8. ask open and
close-ended
questions to
understand the
specific problem
PC9. inform
customer about
the replacement or
repair process
PC10. enquire
about warranty
coverage
PC11. educate
about other useful
products and
annual
maintenance
contract
To be competent,
the user/ individual
must be able to:
PC12. summarise
the problem to
customer and
suggest the
possible solutions
PC13. inform
customers on
whether the
module has to be
replaced or
repaired
with reasons
PC14. explain the
customers on time
taken, repair
process and
possible cost for
the
service or inclusion
under warranty
PC15. seek
customers
approval for further

service

25

Identify appropriate tools used for

2
troubleshooting and repairing printer / scanner
problems
Multimeter
Screwdrivers
Cleaning solutions
Extension magnet
Test patterns
Perform scheduled maintenance according 5
to vendor guidelines (e.g. install maintenance kits,
reset page counts)
Ensure a suitable environment
Use recommended supplies

75 hours
Total=

ELE/N4601

ELE/N4603
KB11. different
modules in system
such as SMPS,
drivers, hard disk,
battery,
mother board
KB12. tools required
for repair such as
soldering iron,
multimeter
KB13. controls of
different peripherals
KB14. all safety
procedures to follow
KB15. quality
standards to be
followed
KB16. Electrostatic
Discharge (ESD) and
measures to be taken