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Technical Troubleshooting

Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

Behavior Statements

Proficiency Level 1 - Basic understanding

Explains the underlying concept of using a systematic approach to solve technical problems.

Describes problem identification, reporting and escalation procedures.

Identifies available resources and support systems for troubleshooting.

Describes common hardware, software and communication problems; finds ways to resolve issues.

Proficiency Level 2 - Working experience

Handles calls related to product features, applications, and compatibility standards.

Analyzes code, logs, and current systems as part of advanced troubleshooting.

Works with vendor-specific diagnostic guides, tools and utilities.

Discovers, analyzes, and resolves hardware, software or application problems.

Records and reports specific technical problems, solving processes and tools that have been used.

Proficiency Level 3 - Extensive experience

Resolves a variety of hardware, software, and communications malfunctions.

Emphasizes the business impact of failure and the criticality and timing of needed resolution so that problems can be avoided in the future.

Coaches others on advanced diagnostic techniques and tools for unusual or performance-related problems.

Directs the resolution of communications problems in multi-vendor environments.

Creates trouble reports for all issues found and reviews solutions for completeness and correctness.

Facilitates the distribution of releases reports and correction packages to departments or clients.

Proficiency Level 4 - Subject matter depth and breadth

Plays a leadership role in resolving complex, multi-component failures.

Elaborates on ways of distinguishing between hardware, software and communications problems.

Develops and demonstrates an extensive knowledge base and best practice on how to troubleshoot non-recurring and performance-related problems.

Provides insight into alternative troubleshooting approaches and their applicability to solve problems.

Creates and oversees policies and procedures to ensure alignment with product and service requirements.

Builds standards to design and support troubleshooting situations and maintain cost effectiveness.

Interview Questions

  • Tell me about any past experience with technical troubleshooting that you have acquired in previous project(s).
  • What kinds of techniques did you apply in order to isolate technical problems with Local Area Networks and Wireless Networks?
  • How did you successfully resolve complex, multi-component failures in your previous position(s)?
  • What kinds of typical technical and non-recurring problems did you encounter in previous project(s)?
  • Tell me your methods of diagnosing hardware, software and communication problems.

Titles with Shared Competencies