Proficiency Certificate in Technical Support and Troubleshooting
Course Duration: 3 to 4 Months (12 to 16 weeks)
Course Fee: 15,000 Kenyan Shillings
Weekly Commitment: Minimum of 2 hours per day
Course Overview:
This proficiency certificate course equips students with essential skills for providing technical support and troubleshooting for various IT systems. It covers fundamental concepts in IT support, diagnostic techniques, problem-solving strategies, and customer service skills.
Course Outline
Week 1-2: Introduction to Technical Support
- Overview of Technical Support Roles and Responsibilities
- Understanding IT Systems and Components
- Common Technical Support Tools and Software
- Practical Exercises: Basic IT support scenarios
Week 3-4: Troubleshooting Techniques
- Systematic Troubleshooting Approaches
- Diagnosing Hardware and Software Issues
- Using Diagnostic Tools and Utilities
- Practical Exercises: Hands-on troubleshooting
Week 5-6: Operating Systems Support
- Supporting Windows Operating Systems
- Supporting macOS and Linux Operating Systems
- System Updates and Patch Management
- Practical Exercises: Resolving OS-related issues
Week 7-8: Networking and Connectivity Issues
- Basics of Networking and Internet Connectivity
- Troubleshooting Network Problems
- Configuring Network Settings and Connections
- Practical Exercises: Network issue resolution
Week 9-10: Hardware and Peripheral Support
- Identifying and Repairing Common Hardware Problems
- Troubleshooting Peripherals (Printers, Scanners, etc.)
- Hardware Installation and Configuration
- Practical Exercises: Hardware troubleshooting and repair
Week 11-12: Software and Application Support
- Supporting Common Software Applications
- Troubleshooting Software Installation and Compatibility Issues
- Managing Software Licenses and Updates
- Practical Exercises: Software support scenarios
Week 13-14: Customer Service Skills
- Effective Communication with Users
- Handling Difficult Support Situations
- Providing Remote Support
- Practical Exercises: Customer service role-playing
Week 15-16: Practical Assessment and Certification Preparation
- Review of Key Concepts and Techniques
- Practical Assessments: Simulated Technical Support Scenarios
- Final Exam Preparation and Certification
- Course Wrap-Up and Evaluation
Certification:
Upon successful completion of the course, students will receive a "Proficiency Certificate in Technical Support and Troubleshooting," certifying their ability to effectively support and troubleshoot various IT systems and components. This certification prepares students for roles such as Technical Support Specialist, Help Desk Technician, and IT Support Analyst