Technical Support
COURSE BACKGROUND
Technical Support Level 4 will equip you to monitor and maintain the computer systems and networks of an organization. You will learn how to install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems.
Organizations increasingly rely on computer systems in all areas of their operations and decision-making processes. IT Technical support staff, therefore, play a crucial role in ensuring the correct running and maintenance of IT systems.
IT technical support officers monitor and maintain the computer systems and networks of an organization. They may install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems.
What will I learn?
Upon completing this course you will be able to:
- Communicate effectively with fellow IT staff & users of information systems.
- Demonstrate an understanding of different types of computer systems and the use of computer technology in business.
- Demonstrate an understanding of problem-solving techniques, and how to apply them in a technical environment.
- Demonstrate an understanding of Computer Technology Principles.
- Select and use materials and equipment safely for technological purposes.
- Work effectively as a team member within a support team.
- Carry out, under supervision, a small size task to demonstrate knowledge of techniques & skills needed in one or more of the following areas of majoring/specialization:
- Hardware and Infrastructure Support for Personal Computers
- Hardware and Infrastructure Support for Office Products
- Data Communications and Network Support
Course Outline
Module 1: Communicate Effictively with IT staff and users
On completion of this module, you should be able to:-
- Apply comprehension skills to engage oral texts in a business environment.
- Engage in sustained oral/signed communication and evaluate spoken/signed texts.
- Read/view, analyse and respond to a variety of texts.
- Write/present/sign for a wide range of contexts.
Module 1.1: Communicate Effictively with IT staff and users ( Second Language Components)
On completion of this module, you should be able to:-
- Accommodate audience and context needs in oral/signed communication
- Use language and communication in occupational learning programmers.
- Interpret and use information from texts.
- Write/present/sign texts for a range of communicative contexts.
Module 2: Mathematics Literacy
On completion of this module, you should be able to:-
- Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues
- Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems.
- Represent analyze and calculate shape and motion in 2-and 3-dimensional space in different contexts.
Module 3: Computer Maintenance,hardware configuration and architecture
On completion of this module, you should be able to:-
- Demonstrate an understanding of preventative maintenance, environmental and safety issues in a computer environment.
- Explain the principles of computer networks.
- Describe information systems departments in business organizations.
- Describe the types of computer systems and associated hardware configurations.
- Explain computer architecture concepts.
- Explain how data is stored on computers.
Module 4: Customers,Computer technology and contract centers
On completion of this module, you should be able to:-
- Comply with service levels as set out in a Contact Centre Operation
- Demonstrate an understanding of testing IT systems against given specifications
- Handle a range of customer complaints.
- Investigate the use of computer technology in an organisation
Module 5: Team work and problem solving
On completion of this module, you should be able to:-
- Apply problem solving strategies.
- Participate in groups and/or teams to recommend solutions to problems.
- Resolve computer user`s problems.
- Resolve technical computer problems.
Module 6: Concept of Communication
On completion of this module, you should be able to:-
- Demonstrate knowledge of basic concepts of telecommunications.
- Describe data communications.
- Install a local area network.
- Demonstrate knowledge of the principles of electronic logic for computing.
- Computer Technician
- Support Technician
- Network Technician
- Technical Sales Representatives
- ICT & Telecommunications Technicians
- ICT Support Technicians
- Grade 11 Certificate
- English NQF 3 (Grade 11)
- Mathematics Literacy NQF 3 (Grade 11)
- Computer Literacy
- Upon completion, a National Certificate will be issued from the Department of Higher Education & Training through MICTSETA.
The qualification is made up of the following modules which are done over a period of 12 months.
Semester 01:Computer Literacy, Computer Architecture, Network Operating System Fundamentals, Network Configuration, PC Troubleshooting, Information Technology Concepts
Semester 02: Computer Electronics, Network Security, PC Architecture (Practical), Server Network Operating System, Operating System Architecture.
| DURATION | 12 MONTHS |
| REGISTRATION FEE | R350 |
| DEPOSIT FEE | R2000 |
| MONTHLY FEE | R1400.00(12 MONTHS) |
| COURSE FEE | R19150.00 |
