New Zealand Diploma in Information Technology Technical Support (Level 5)

Summary

If you enjoy problem solving and like to understand how things work, then a career in Technical Support might be for you.

Learn to build and administer networks for businesses

This programme builds upon the technical skills of the Certificate in Information Technology Technical Support with extended knowledge in networking and computer systems.

By the end of this course you will understand how the hardware of cables, servers and processes work with operating systems, networks and databases to deliver Information Technology Technical Support in a business environment.

With this qualification you can start your career in an entry-level Information Technology support role, or pathway into the second year of the Bachelor of Information Technology.

What will I learn?

In the first six months of this programme you will complete the four courses in the Certificate in Information Technology Technical Support to gain a good grounding in Information Technology.

You will then complete these four courses, specific to the NZ Diploma in Information Technology Technical Support.

Networking fundamentals

• Identify and discuss the main issues involved in computer networking in the business environment.
• Explain and discuss the application of fundamental network principles to the design of computer networks.
• Describe and use physical network components effectively within a computer network.
• Describe and use software components effectively within a computer network.
• Describe and explain the use of a range of Internetworking technologies.
• Implement a small client/server network, utilising a modern operating system.

Operating Systems and Application Software

• Understand key operating system concepts focused on the areas of processor, memory, disk and network.
• Perform typical file management operations, including secure file access.
• Perform attended and unattended installations.
• Install and manage system software and services.
• Control and manage the boot process.
• Manage system disks.

Database Concepts

• Discuss how data is used in organizations.
• Outline the principles underlying database management systems.
• Apply the basic processes and techniques of database design.
• Describe the management and administration of a relational database.
• Using a commercial database management system, create and use a small database.

Technology Support

• Discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service.
• Understand the core “best practices” of an IT service desk as a function and perform troubleshooting and resolve a range of common system problems using appropriate tools and procedures.
• Manage systems and applications to meet the performance, capacity, and business continuity requirements of an organization.
• Understand the issues of implementing service management processes into an organization and creating a cycle of continuous improvement.