INTRODUCTION to Field Technicians( Computing

and Peripherals)
SECTOR: ELECTRONICS
SUB-SECTOR: IT Hardware
JOB ROLE: FIELD TECHNICIAN (Computing and Peripherals)
BRIEF JOB DESCRIPTION: The individual at work is responsible for
attending to customer complaints, installing newly purchased
products, troubleshooting system problems and configuring
peripherals.
PERSONAL ATTRIBUTES: The job requires the individuals to have
ability to build interpersonal relationship and critical thinking . The
individuals must be willing to travel to client premises in order to

CHAPTER 1
(Part-A)

( Computing and Peripherals)

In this session well be
discussing upon:
Computers.
Peripherals.

A
CPU
A central processing
unit(CPU) is the electronic
circuitry within a computer
that carries out the
instructions of a computer
program by performing the
basic arithmetic, logical,
control and input/output (I/O)
operations specified by the
instructions.

VGA
Cables
AVideo Graphics Array(VGA)
connectoris a three-row 15-pinDE-15
connector. The 15-pin VGA connector
is provides with many , computer
monitors, laptop computers, projectors,
andhigh definition televisionsets.
VGA connectors and cables carry
analogcomponentRGBHV (red, green,
blue,horizontal sync,vertical sync)
video signals.

CPU power connector/

cord
A power connector to
distribute power to the
CPU and other
components.

Switch Mode Power

Supply
Aswitched-mode
power supply(SMPS)
is an electronic circuit
that converts power
using switching devices
that are turned on and
off at high frequencies,
and storage
components such as
inductors or capacitors
to supply power.

Serial port
Aport on thecomputerused to connect a serial
device to the computer and capable of transmitting
one bit at a time.
Modem-is a commonly used device for serial ports.
Used commonly with older computers, however, is
also commonly used for its ease of use.
Network-One of the original uses of the serial port,
which allowed two computers to connect together
and allow large files to be transferred between the
two.
Printer-Today, this not a commonly used device for
serial ports. However, was frequently used with older
printers and plotters.
Switch- Re-Setting or factory set-up.

A Parallel port.

A parallel port is nowadays

less commonly referred to as
theCentronics
interfaceorCentronics
connector after the company
that originally designed it, the
port was later developed by
Epson. Theparallel portis
found on the back of IBM
compatible computers and is a
computer interface commonly
used to connect dot printers to

LAN
Port
(LocalAreaNetwork
port) An RJ-45 Ethernet
socket on a computer or
network device such as
a switch or router. All
client machines, servers
and network devices on
the local network are
cabled together at
their LAN ports.

PS/2
ports

The PS/2 connector is

used for connecting
some keyboards and
mouse to a PC
compatible computer
system. Its name comes
from the IBM Personal
System/2series of
personal computers,

AUDIO
Ports
Anaudio porton
acomputeris any receptacle
orjackto which
anaudiodevice such as
speakers, headphones or a
microphone can be connected.
All laptops and some desktops
have built-in speakers, but for
better sound or privacy, you will
need to connect
externalaudiothrough one of

A Motherboard

It is the "body" or
mainframe of the
computer, through which
all other components
interface. It is a circuit
board with chipset,
sockets, slots and ports.
It is always a printed
circuit board (PCB).

CHIPSETS
The termchipsetsoften refers
to a specific pair of chips on
the motherboard: the
northbridgeand the
southbridge. The northbridge
links near the CPU to very
high-speed devices, especially
RAMandgraphics controllers,
and the southbridge connects
to lower-speed peripheral
buses(such asI/O).

PCI (Peripheral Component

Interconnect)

PCI, is a local computer

bus for attaching hardware
devices in a computer. PCI
cards used in PCs include:
network cards, sound
cards, modems, extra ports
such as USB or serial, TV
tuner cards and disk
controllers.

AGP (Accelerated
Graphics Port)
AGP (Accelerated Graphics
Port) is a high-speed pointto-point channel for
attaching a graphics card to
a computers motherboard,
primarily to assist in the
acceleration of 3D computer
graphics. AGP has been
replaced over the past
couple years by PCI Express.

VIDEO/GRAPHIC
Card
A video card (also known as
graphics card) is an
expansion card whose
function is to generate and
output images to a display.
Some video cards offer
added functions, such as
High graphics games, video
capture, TV tuner adapter,
ability to connect multiple

NETWORK Card

A network card is an expansion

card that allows computers to
communicate over a computer
network. It allows users to
connect to each other either
by using cables or wirelessly.

IDE(Integrated Drive Electronics)

it refers to the types

of cables and
portsused to connect
some hard drives and
optical drives to each
other and to the
motherboard.

PROCESSOR
A processor, or
"microprocessor," is a small
chip that resides in
computersand other
electronic devices. Its basic
job is to receiveinputand
provide the
appropriateoutput. While
this may seem like a simple
task, modern processors can
handle trillions of

RAM (Random Access

Memory) Slots
A memoryslot, memory
socket, orRAM slotis
what allows computer
memory (RAM) to be
inserted into the computer.
Depending on the
motherboard, there may be
2 to 4
memoryslots(sometimes
more on high-end
motherboards) and are

RAM (Random Access Memory)

RAMis the most

common type of
memory found in
computers and other
devices.

HDD (Hard Disk

Drive)

Ahard disk drive(HDD),hard

disk,hard driveorfixed diskis
adata storage deviceused for
storing and
retrievingdigitalinformation.
HDDs are usually connected to
systems by
standardinterfacecables such
asPATA(Parallel

SATA and PATA Connector

Parallel ATA (PATA) Speed.

... Serial ATA (SATA,
abbreviated from Serial AT
Attachment) is a computer
bus interface that
connects host bus
adapters to mass storage
devices such as hard disk
drives, optical drives, and

CMOS

CMOS (Complementary MetalOxide Semiconductor) is an onboard, battery powered

semiconductor chip inside
computers that stores
information. This information
ranges from the system time and
date to system hardware settings
for your computer.
Alternatively referred to as

FP Connector
Pins
Alternatively referred to as
thefpanelorfront panel
connector, thesystem panel
connectororsystem panel
headercontrols a computerpower
button,reset button, andLED's. The
System panel cables, as shown in the
picture are two wire cables that are
color coded to help identify where
they connect to the motherboard
system panel connector. The black or
white wire is the ground (GND) wire
and the colored wire is the powered
wire. The cables, colors, and

CPU Fan
TheCPU fanis critically
necessary to ventilate the
heat generated from the
components, and actively
cools theprocessorby
bringing in cooler air before
the heat damages the
computer components.
Coolingfansfor theCPUare
available in different sizes and
is usually sold with an

CHAPTER-1
(Part- b)

Enagage with customer for IT hardware

service
In this session well be discussing upon:
Interact with the customer prior to visit.
Understand customers requirements on visit or prior to

visit.
Complete the documentation.
Achieve productivity and quality as per companys norms.

Interacting with
customer
To be competent the individual must be able to:
Call the customer based on inputs logged into customer care.
Greet the customer and listen to their problems attentively.
Check with customer about time for visit, field work and confirm location.
Follow etiquette when interacting with customer as per company policy
such
as politeness and patience.
Seek feedback from the customer on completion of the work.

Understanding customers
requirements
To be competent the individual must be able to:
Understand location requirement for placement of system during and after
installation.
Seek inputs to understand symptoms for the problems faced.
Ask open and close-ended questions to understand the specific problems.
Inform customer about the replacement or repair process.
Enquiry about warranty coverage.
Educate about other useful products and annual maintenance contracts.

Suggesting
solutions
To be competent the individual must be able to:
Summarize the problems to customer and suggest the possible solutions.
Inform customer on whether the module has to be replaced or repaired with
all the reasons.
Explain the customer on time taken, repair process and possible cost for the
service or inclusion under warranty.
Seeks customers approval for future service.

Completing documentation
To be competent the individual must be able to:
Provides notes to customer about the problem(s), action taken and
the cost
associated and retain a copy.
Provide appropriate in-voice for any purchase of module or parts by
customer.

Achieving productivity and

quality
To be competent the individual must be able to:
Interact with customer on time within the specified Service Level Agreement.
Identify the customers requirement and resources and record.
Accurately assess the problem and suggest appropriate the solution.
Offer the right service as per customers requirements.
Communicate problems effectively in order to secure customers confidence.
Gauge customer satisfaction with the installation and placement of device.
Maintain no repeat or second escalation from customer.
Achieve 100% customer satisfaction and positive feedbacks.

Knowledge and
understanding
In this session well be discussing upon:
Organizational Context (knowledge of company/organization and

its processes).
Technical Knowledge.
Core skill/ generic skills.
Professional Skills.

Organizational

Context (knowledge of company/organization an

its processes)

The individual on the job needs understand:

companys policies on: customer care.
companys code of conduct.
organisation culture and typical customer profile.
companys reporting structure.
companys documentation policy.

Technical Knowledge.
The individual on the job needs understand:
companys products and recurring problems reported.
how to communicate with customers in order to put them at ease.
basic electronics of system hardware.
hardware maintenance.
functions of electrical and mechanical parts/ modules.
behavioural aspects and etiquette to be followed at customers premises.
precautions to be taken while handling field calls and dealing with customers.
Relevant reference sheets, manuals and documents to carry in the field.

Core skill/ generic skills (Reading, Writing and Speaking skills)

The individual on the job needs to know and understand:
how to read product and module serial numbers and interpret
details such as make, date, availability.
how to note problems on job sheet and details of work done.

To let the customer know the problems and details of work

done through Email, Tele-call, Chat or Messages.

Professional Skills.
The individual on the

Interpersonal
skills
job
needs to know

and understand:

how to develop a rapport with customers.

how to listen carefully and interpret their requirement.
how to suggest customer on possible solutions.
Communication
how to seek inputs at skills
assess the problems.

how to put the customer at ease and suggest solutions.

how to communicate in local language.
how to educate and inform customer about contractual issues such as
warranty, cost of service and module replacement.
how to educate on precautions to be taken post repairs to avoid
recurrence of problem.

Behavioural
skills
The individual on the job
needs to know and understand:
importance of personal grooming.
significance of etiquette such as maintaining the appropriate physical
distance with customer during conversation, not entering bedroom
without permission.
importance of being patient and courteous with all types of customers.
being polite and courteous under all circumstances.
decide on the spot onDecision
whether interaction of customer with supervisor
is necessary or not. making skills
when to call customer care and close the call after work is done to
customers satisfaction and documentation is complete.

All these were the Synchronised part

of our first chapter known as
Engage
with
customers
for
IT
I hope you all have enjoyed learning and
hardware
service.
sharing the first chapter of our course
material.

THANK YOU for

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