CityLab Professional

On-the-job Training

• Basic Hardware
  • Demonstrate knowledge of various mobile device types, their features, and purpose.
  • Demonstrate skills required to manage and troubleshoot computer hardware and peripheral devices.
  • Demonstrate knowledge of common computer hardware and interfaces.
  • Demonstrate skills required to troubleshoot general computer hardware issues and printer problems.
  • Demonstrate skills required to configure peripherals, printers, and related applications to support external hardware.
• Basic Networking
  • Demonstrate knowledge of basic networking concepts (wired and wireless).
  • Demonstrate skills required to configure and troubleshoot device connectivity (LAN and Internet Access).
• Cloud and Virtualization Technologies
  • Demonstrate knowledge of cloud computing concepts, including cloud storage and security configurations.
  • Demonstrate skills required to configure client-side virtualization, cloud storage applications, and file synchronization features.
• Operating System Basics
  • Demonstrate knowledge of important Microsoft Windows 10 operating system features and their purpose.
  • Demonstrate skills required to install, configure, and secure Microsoft Windows 10 operating system versions.
  • Demonstrate skills required to troubleshoot Microsoft Windows operating system problems.
  • Demonstrate knowledge of important Mac OS and Linux OS desktop operating system features and their purpose.
  • Demonstrate skills required to configure, secure, and troubleshoot various operating systems Mac OS and Linux OS.
  • Demonstrate skills required to troubleshoot mobile operating systems.
• IT Security Basics
  • Demonstrate knowledge of basic enterprise security concepts and wireless security protocols.
  • Demonstrate skills required to perform account management, configure wireless security, and detect and remove malware on workstations and mobile devices.
  • Demonstrate skills to troubleshoot common computer security issues.
  • Demonstrate skills required to troubleshoot application security issues.
• General IT Operations
  • Demonstrate knowledge of ticketing systems and documentation procedures.
  • Demonstrate knowledge of disaster recovery concepts and backup procedures.
  • Demonstrate knowledge of licensing and privacy and policy concepts, including how to address prohibited content.
  • Demonstrate knowledge of scripting languages, basic functions, and logic structures.
• Network Fundamentals
  • Demonstrate knowledge of the OSI model and relevant encapsulation concepts.
  • Demonstrate knowledge of network topologies and network types.
  • Demonstrate knowledge of cables, types of connectors, and the purpose for each.
  • Demonstrate skills required to configure a subnet and use appropriate IP addressing schemes.
  • Demonstrate knowledge of ports, protocols, and services, as well as their purpose.
  • Demonstrate knowledge of basic architecture concepts related to corporate and datacenter network environments.
  • Demonstrate knowledge of cloud concepts and connectivity alternatives.
• Network Implementations
  • Demonstrate knowledge of network devices, their features, and placement within a network.
  • Demonstrate knowledge of routing technologies and concepts for bandwidth management.
  • Demonstrate skills required to configure and deploy Ethernet switching solutions, including VLANs.
  • Demonstrate skills required to deploy wireless standards configurations and technologies.
• Network Operations
  • Demonstrate skills required to leverage statistics and sensors in support of network availability.
  • Demonstrate knowledge of organizational documents and policies.
  • Demonstrate knowledge of high availability and disaster recovery concepts.
• Network Security
  • Demonstrate knowledge of network security concepts.
  • Demonstrate knowledge of types of network attacks.
  • Demonstrate skills required to implement network hardening techniques.
  • Demonstrate knowledge of remote access techniques and related security risks.
  • Demonstrate knowledge of physical security methods.
• Network Troubleshooting
  • Demonstrate skills and best practices required to troubleshoot networking issues.
  • Demonstrate skills required to troubleshoot cable connectivity issues.
  • Demonstrate skills required to use network software tools and commands.
  • Demonstrate skills required to troubleshoot wireless connectivity issues.
• Business Acumen
  • Demonstrate a basic understanding of the employer’s corporate structure and business model, including its product and services portfolio, its primary customers, and its top competitors.
  • Demonstrate a basic knowledge of the employer’s brand messaging, its value proposition in the marketplace, and key success metrics.
• Employability Skills
  • Demonstrate skills to provide competent customer service using active listening and empathy during various interactions (e.g., in-person, over telephone, email, and chat).
  • Demonstrate ability to manage stress and other emotions in the workplace to reduce conflict, foster collaboration, and promote wellness.
  • Demonstrate skills required to take and give productive critical feedback.
  • Demonstrate skills required to problem-solve using critical thinking, clarifying questions, and knowing when to escalate a situation to a superior.
  • Demonstrate skills to explain complex issues to non-technical customers without jargon or blaming.
  • Demonstrate ability to conduct oneself with integrity, professionalism, and in accordance with organization policy and procedure.
  • Demonstrate skills to communicate with colleagues, managers, and end users effectively and clearly, in a timely manner.
  • Demonstrate ability to use language, tone of voice, and non-verbal communication to neutralize conflict in the workplace.
  • Demonstrate skills required to collaborate effectively with team members from across the organization.
  • Demonstrate ability to use respectful cross-cultural communication to work successfully across the organization and with diverse coworkers.
  • Demonstrate knowledge required to manage time effectively, minimizing distractions to maintain productivity, prioritize work appropriately, and meet deadlines with situational awareness.
  • Demonstrate ability to adapt to changing organizational landscape.