Training and Motivational Experts

Further Education and Training Certificate: IT Technical Support Level 4

SAQA Qualification ID 78964, NQF Level 4

Introduction

 

The new Information Technology (IT) Technical Support Learnership is based on a cutting-edge new Learnership model that uses Blended Learning: an approach that innovatively takes advantage of both digital learning and the tried-and-tested benefits of instructor-led learning. Digital learning offers exceptional convenience, pace, choice and flexibility, while instructor-led learning, in a face-to-face learning environment guided by expert facilitators, brings structure to the learning experience. This Learnership will equip qualifying learners with well-rounded entry-level professional Technical Support skills and good fundamental knowledge of the Information Technology field, coupled with interpersonal and business skills.

 

Course Designed For

The IT Technical Support Learnership is designed for anyone who wants to pursue a career in the computer industry, specifically in the IT sub-field of Technical Support (assisting with software, hardware, electronics and networks), or anyone who intends to study further in the field of Technical Support. On completion, learners will receive both the local qualification and the CompTIA A+ and Network+ international certifications. Learners are required to write and pass both international exams (exam numbers: 220-901, 220-902 and N10-006).

Entry Requirements

  • English and Mathematical Literacy at NQF level 3
  • Competency in skills gained at the further education and training band
  • Competency in “participating in formal meetings” at NQF Level 2
  • The ability to use a personal computer competently

Specific Outcomes

  • Understand different types of computer systems, the use of computer technology in business and computer technology principles.
  • Provide a variety of support services to users of IT.
  • Apply problem solving techniques to solve user technical problems.
  • Review customer usage of IT support services and implement specified improvements to the support services.
  • Apply a range of IT technical skills and knowledge to meet user needs.
  • Deal directly with customer staff.
  • Understand the structure of a Systems Support team, and work effectively as a team member.
  • Communicate effectively with fellow IT staff and users of information systems.
  • Select and use materials and equipment safely for technological purposes.

Duration

What makes this Learnership unique is that learners will only need to attend nine days of classroom training over the course of the 12-month Learnership. The rest of the training will take place via video-based facilitation, virtual practical labs and preparation mock exams.

Benefits

You will need to register your learners with the SETA to whom you pay your skills levy. Your company will receive all the BBBEE points, tax incentives and skills development benefits associated with registering a Learnership.

Learnership Project Plan

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

Learning Unit 1: Communicate effectively in a Technical Support environment

Exit Level Outcome 1: Communicate effectively with fellow IT staff and users of information systems

Exit Level Outcome 6: Work effectively as a team member within a support team

Fundamental 119472 Accommodate audience and context needs in oral/signed communication 3 5

2 days for learning Unit 1 on the grounds of CAT for the 1st and 2nd language Fundamentals

NOTE: Without the CAT it is 9 days for the training of this Learning Unit. 72 Hours without CAT 16 Hours with CAT

Fundamental 119457 Interpret and use information from texts 3 5
Fundamental 119467 Use language and communication in occupational learning programmes 3 5
Fundamental 119465 Write/present/sign texts for a range of communicative contexts 3 5
Fundamental 119469 Read/view, analyse and respond to a variety of texts 4 5
Fundamental 12154 Apply comprehension skills to engage oral texts in a business environment 4 5
Fundamental 119459 Write/present/sign for a wide range of contexts 4 5
Core 14927 Apply problem solving strategies 4 4
Core 14920 Participate in groups and/or teams to recommend solutions to problems 4 4
Fundamental 119462 Engage in sustained oral/signed communication and evaluate spoken/signed texts 4 5
Feedback And Remediation: Learning Unit 1: Communicate Effectively In A Technical Support Environment

 

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

Learning Unit 2: Mathematical Literacy
No Exit Level Outcome Link: Additional Learning Unit

Fundamental 7468 Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues 4 6

This learning
UNIT may be
exempted on the grounds of
CAT if the learner has Matric with Mathematics

NOTE:
Without the CAT it is 6 days for the training of this Learning
Unit 48 hours
without CAT

Fundamental 9015 Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems 4 6
Fundamental 9016 Represent analyze and calculate shape and motion in 2-and 3-dimensional space in
different contexts
4 4
Feedback And Remediation: Learning Unit 2: Mathematical Literacy

 

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

Learning Unit 3: Computer Technology Principles and Support

Exit Level Outcome 4:
Demonstrate an understanding of Computer Technology Principles.

Exit Level Outcome 3:
Demonstrate an understanding of problem solving techniques.

Exit Level Outcome 5: Select and use material and equipment safely for technological purposes



Core 114636 Demonstrate an understanding of preventative maintenance, environmental and safety issues in a computer environment 3 5 182 hours of online content:
116 hours of video based facilitation and 66 hours of Practical Labs
Core 14921 Describe the types of computer systems and associated hardware configurations 3 5
Core 14917 Explain computer architecture concepts 4 7
Elective 14932 Describe Synchronous/ Asynchronous Communication with computers 3 6
Elective 14937 Apply the principles of supporting users of local area networks 4 7
Elective 14922 Demonstrate knowledge of the principles of electronic logic for computing 4 9
Core 10313 Comply with service levels as set out in a Contact Centre Operation 4 10
Core 14908 Demonstrate an understanding of testing IT systems against given specifications 4 6
Core 252210 Handle a range of customer complaints 4 4
Core 14919 Resolve computer user’s problems 4 5
CompTIA A+ mock exams 20 Hours over the 3 Month Period
POE Building and Pre-Assessment Preparation 1 Day 1 Day @ 8 Hours
Feedback And Remediation:learning Unit 3: Computer Technology Principals And Support

 

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

Learning Unit 4: Data Communication and Networking Support
Exit Level Outcome 2:
Demonstrate an understanding of different types of computer systems and the use of computer Technology in Business.
Core 14913 Explain the principles of computer networks 3 5 238 hours
of online content:
148 hours of video based facilitation and 58 hours of Practical Labs on N+ and 32 hours
of video based facilitation on MCSE
Core 14926 Describe information systems departments
in business organizations
4 3
Core 14944 Explain how data is stored on computers 4 7
Core 14963 Investigate the use of computer technology
in an organization
4 6
Elective 14928 Demonstrate knowledge of basic concepts of
telecommunications
2 7
Elective 14947 Describe data communications 3 4
Elective 14942 Demonstrate an understanding of computer
network communication
4 9
Elective 14953 Install a local area network 4 4
Elective 14931 Install networked computer application
software
4 5
CompTIA A+ mock exams 20 Hours over the 3 Month Period
POE Building and Pre-Assessment Preparation 1 Day 1 Day @ 8 Hours
Final Remediation 1 Day @ 8 Hours