PROFICIENCY CERTIFICATE IN TECHNICAL SUPPORT AND TROUBLESHOOTING

Course Duration: 2 to 3 months (8 to 12 weeks)
Course Fee: 15,000 Kenyan Shillings
Weekly Commitment: Minimum of 2 hours per day
Course Overview:
This certificate course equips participants with the essential skills and knowledge to provide effective technical support and troubleshooting for various IT systems, including hardware, software, and network issues.

Week 1-2: Introduction to Technical Support and Troubleshooting

• Overview of Technical Support
  • Role and Responsibilities of Technical Support
  • Types of Technical Support (Helpdesk, On-site, Remote)
  • Key Skills for Technical Support Professionals
• Basic Troubleshooting Methodologies
  • Problem-Solving Techniques
  • Troubleshooting Process (Identify, Diagnose, Resolve, Follow-Up)
  • Using Diagnostic Tools
• Practical Exercises
  • Case Studies and Role-Playing Troubleshooting Scenarios

Week 3-4: Hardware Troubleshooting

• Computer Hardware Components
  • Understanding Hardware Components (CPU, RAM, HDD/SSD, Motherboard)
  • Identifying Common Hardware Issues
• Troubleshooting Techniques
  • Diagnosing and Fixing Hardware Failures
  • Replacement and Repair Procedures
  • Preventive Maintenance
• Practical Exercises
  • Hands-On Hardware Diagnostics and Repair

Week 5-6: Software Troubleshooting

• Operating System Issues
  • Common OS Problems (Boot Issues, Updates, Corruption)
  • Troubleshooting Tools and Techniques (Safe Mode, Recovery Options)
• Application Support
  • Diagnosing Software Crashes and Errors
  • Managing Software Conflicts and Compatibility Issues
• Practical Exercises
  • Resolving Common Software Issues and Application Errors

Week 7-8: Network Troubleshooting

• Network Fundamentals
  • Understanding Network Components (Routers, Switches, Modems)
  • Common Network Issues (Connectivity, Speed, Configuration)
• Troubleshooting Network Problems
  • Diagnosing and Fixing Network Issues (IP Configuration, DNS Problems)
  • Using Network Diagnostic Tools (Ping, Tracert, Netstat)
• Practical Exercises
  • Network Diagnostics and Problem Resolution

Week 9-10: Advanced Troubleshooting and Support Techniques

• Remote Support Tools
  • Using Remote Desktop and Support Tools
  • Best Practices for Remote Troubleshooting
• Customer Service Skills
  • Effective Communication with Users
  • Handling Difficult Situations and Customer Complaints
• Documentation and Reporting
  • Maintaining Support Records and Documentation
  • Creating Troubleshooting Guides and Knowledge Base Articles
• Practical Exercises
  • Remote Support Simulations and Customer Interaction Role-Playing

Week 11-12: Capstone Project and Final Assessment

• Capstone Project
  • Developing a Comprehensive Troubleshooting Plan for a Simulated IT Environment
  • Implementing and Documenting Solutions for Various Scenarios
• Course Review and Preparation
  • Comprehensive Review of Key Concepts
  • Practice Projects and Revision
• Final Exam
  • Written and Practical Assessments

Certification
Upon successful completion of the course, students will receive a "Proficiency Certificate in Technical Support and Troubleshooting," demonstrating their ability to effectively diagnose and resolve technical issues, providing essential support in IT environments.