OCCUPATIONAL CERTIFICATE: COMPUTER TECHNICIAN SAQA ID: 101408 NQF LEVEL 5

Qualification Details:

Registration start date:           01-07-2018

Registration end date:            30-06-2023

Last date for enrolment:         30-06-2024

Last date for achievement:     30-06-2027

Entry LEVEL Requirements:

NQF Level 4

Associated Occupation:

351201: ICT Communications Assistant (ICT Computer Technician)

Alternative Occupational Titles:

• Application Support Specialist
• Call Centre Agent
• Computer / Helpdesk Technician
• Customer Support Engineer
• Desktop Support Engineer / Technician
• Information Technology (IT) Support Specialist
• Support Engineer, Information Technology

PURPOSE AND RATIONALE OF THE QUALIFICATION

Provides technical assistance to users, including diagnosing and resolving issues and problems with software, hardware, computer peripheral equipment, networks, databases, systems and the internet. Computer technicians provide assistance to computer users by answering questions, resolving technical problems and maintaining a company's network, software and computer equipment. They are also called desktop support technicians or computer support specialists. Support can be provided in person, over the phone or online. They address issues ranging from network systems to individual desktop computers. Computer technicians can work for computer software or hardware companies, assisting customers with products. More generally, computer technicians can work in a company's IT department, providing computer support to company employees. These technicians are responsible for maintaining the company's computer services (network and equipment). Their duties can include troubleshooting to detect and solve technical problems, installing or updating required hardware and software. They can also recommend computer products or equipment to improve company productivity.

Qualification Outcomes:

A qualified learner will be able to:

• Identify the potential green technologies, processes and procedures to create a sustainable computer environment to reduce e-waste in an organisation.
• Set up desktop/laptop for a new user according to software compatibility by installing operating systems and peripheral equipment according to given specifications.
• Communicate effectively using appropriate methods to maintain effective customer relationships according to organisational standards.
• Analyse and resolve hardware/software problems such as operational discrepancies to optimise performance of the desktop/laptop systems.
• Apply knowledge of principles and practices in order to identify and solve problems arising in the course of their work.

Curriculum Information

LEARNING UNIT 1: Business Communication Media & Report Writing
[17 hrs / 2 days]

• ELO3: Communicate effectively using appropriate methods to maintain effective customer relationships according to organisational standards.
• 351201001-KM-07: 8 Credits, NQF L5

351201001-KM-07, Business communication and customer services, NQF Level 5, Credits

The main focus of the learning in this knowledge module is to build an understanding of the application of business communication principles through creation of effective business documents and oral presentations. On completion of this learning unit students will have the ability to manage diverse relationships through positive communication skills.

The learning will enable students to demonstrate an understanding of:

• KM-07-KT01: Concise business communication media (13%)
• KM-07-KT02: Organizational Communication (13%)
• KM-07-KT03: Multi-cultural communication (13%)
• KM-07-KT04: Oral communication and listening skills (13%)
• KM-07-KT05: Conflict and stress (13%)
• KM-07-KT06: Problem solving and decision making (13%)
• KM-07-KT07: Business letters (13%)
• KM-07-KT08: Report writing (9%)

Content: Above knowledge module requirements will be covered by eBook and eVideos via Masterskill LMS platform.

Suggested Contact Hrs: 7 hrs 31 min

Assessments: 2x Formative Assessments and 2x Summative Assessments are available via Masterskill LMS and ePortfolio platforms.

Suggested Assessment Hrs: 9 hrs

LEARNING UNIT 2: End User Computing (Office 2016) [54 hrs / 7 days]

• ELO5: Apply knowledge of principles and practices in order to identify and solve problems arising in the course of their work.
• 351201001-KM-06, 8 Cred, L3

351201001-KM-06, End User computing, NQF Level 3, Credits 6

The main focus of the learning in this knowledge module is to build an understanding of End User Computing. It is intended to empower students to acquire the knowledge required to operate confidently in the basic skill of creating word documents, spreadsheets and presentations. They will also be able create, send and receive e-mails in the course of their work. The student will also be able to use internet to source reliable data in a safe and secure manner for work purposes.

The learning will enable students to demonstrate an understanding of:

• KM-06-KT01: Understand Keyboard functions (5%)
• KM-06-KT02: Create, edit and format word documents (20%)
• KM-06-KT03: Understand and use presentation software (20%)
• KM-06-KT04: Understand and apply GUI based spreadsheet application skills (20%)
• KM-06-KT05: Create, send and receive E-mail messages (20%)
• KM-06-KT06: Demonstrate ability to use the Word Wide Web (10%)
• KM-06-KT07: Safety and security of ICT (5%)

Content: Above knowledge module requirements will be covered by online by eBook Lessons via Masterskill LMS platform.

Suggested Contact Hrs: 48 hrs

Assessments: 6x Formative Assessments and 6x Summative Assessments are available via Masterskill LMS and ePortfolio platforms.

Suggested Assessment Hrs: 6 hrs 10 min

LEARNING UNIT 3: Social Media [17 hrs  /  2 ½ days]

• ELO5: Apply knowledge of principles and practices in order to identify and solve problems arising in the course of their work.
• 351201001-KM-05, 5 Credits, L4

351201001-KM-05, Social Media and Digital Literacy, NQF Level 4, Credits 5

The main focus of the learning in this knowledge module is to build an understanding of access, scan and evaluate the multilingual and multi-literacy online environments to utilize digital technology to facilitate sharing and networking with internal and external stakeholders. The student will gain the necessary skills to understand the impact of social media and etiquette when utilizing the tools to enhance the image and the business of the organisation.

The learning will enable students to demonstrate an understanding of:

• KM-05-KT01: Introduction to social media and digital literacy (50%)
• KM-05-KT02: Social Media as a communication tool (50%)

Content: Above knowledge module requirements will be covered by online by eBook and eVideos via Masterskill LMS platform.

Suggested Contact Hrs: 9 hrs

Assessments: 2x Formative Assessments and 2x Summative Assessments are available via Masterskill LMS and ePortfolio platforms.

Suggested Assessment Hrs: 8 hrs

LEARNING UNIT 4: Basic Computer Architecture & Green Computing
[126 hrs  / 16 days]

• ELO1: Identify the potential green technologies, processes and procedures to create a sustainable computer environment to reduce e-waste in an organisation.
• ELO2: Set up a desktop/laptop for a new user according to software compatibility by installing operating systems and peripheral equipment according to given specifications.
• ELO4: Analyse and resolve hardware/software problems such as operational discrepancies to optimize performance of the desktop/laptop systems.
• 351201001-KM-02, 30 Cred, L5
• 351201001-KM-03, 30 Cred, L5
• 351201001-KM-04, 10 Cred, L4
• 351201001-PM-01, 5 Cred, L4
• 351201001-PM-04 , 5 Cred, L4

For the Knowledge areas covered in this module the following outlines:

KM-02, Basic of Computer Architecture: Hardware, NQF Level 5, Credits 30

The main focus of the learning in this knowledge module is to build an understanding of the purpose of the module is to provide students with knowledge of the science and art of selecting and interconnecting hardware components to create computers that meet functional, performance and cost goals.

The learning will enable learners to demonstrate an understanding of:

• KM-02-KT01: Personal computers and handheld devices and their functions (20%)
• KM-02-KT02: Assembling and disassembling computer and peripherals (40%)
• KM-02-KT03: Installation of computer peripherals (40%)

KM-03, Basic of Computer Architecture: Software, NQF Level 5, Credits 30

The main focus of the learning in this knowledge module is to build an understanding of Knowledge of the science and art of selecting and interconnecting software components to create computers that meet functional, performance and cost goals.

The learning will enable learners to demonstrate an understanding of:

• KM-03-KT01: Types of Software (20%)
• KM-03-KT02: System Software (20%)
• KM-03-KT03: Application Software (20%)
• KM-03-KT04: Utility programs (20%)
• KM-03-KT05: System tools (20%)

KM-04, Basic Concepts of Sustainable Computer Environment and Green Technologies,
NQF Level 4, Credits 10

The main focus of the learning in this knowledge module is to build an understanding of knowledge of concepts of maintaining a sustainable green environment.

The learning will enable learners to demonstrate an understanding of:

• KM-04-KT01: e-Waste and recycling (60%)
• KM-04-KT02: Green computing (40%)

For the Practical areas covered in this module the following outlines:

PM-01, Install Computer Software and Hardware, NQF Level 4, Credits 5

The focus of the learning in this module is on providing the learner an opportunity to Computer technicians install and laptop computers, configuring them to run on a company network. They load and test operating software, together with any application software that the user needs. They link the computer to peripheral equipment, such as printers or scanners, configuring any necessary drivers. They also set up email accounts and Internet access on the computer. In addition to deploying user systems, computer technician also may be responsible for installing serves and networking components.

The learner will be required to:

• PM-01-PS01: Assess the compatibility of the hardware and software
• PM-01-PS02: Install and configure system software and application software
• PM-01-PS03: Connect the desktop/laptop to peripheral devices and to organisations network
• PM-01-PS04: Ensure that the internet is connected and set up email accounts for users

PM-04, Provide Support to End Users, NQF Level 5, Credits 30

The focus of the learning in this module is on providing the learner an opportunity to provide support and advice to computer users. Following a new installation or upgrade program, they explain and demonstrate new features to users and provide brief training to ensure a successful deployment. They also provide ongoing support when users report a problem. Computer technicians may provide support remotely by working on a desk and resolving issues by telephone. they visit users to deal with problems that cannot be resolved by telephone.

The learner will be required to:

• PM-04-PS01: Install and upgrade computer programs
• PM-04-PS02: Keep records of users queries and their solutions
• PM-04-PS03: Troubleshoot the computer system
• PM-04-PS04: Connect the computer to company’s shared resources and data
• PM-04-PS05: Monitor computer system for optimal performance
• PM-04-PS06: Communicate diagnostic findings effectively
• PM-04-PS07: Identify problems that need referral
• PM-04-PS08: Manage domain user accounts

Content: Above knowledge module requirements will be covered by online by eBook via Masterskill LMS platform.

Suggested Contact Hrs: 64 hrs /8 days

Assessments: 5 x Formative Assessments and 3 x Summative Assessments are available via Masterskill LMS and ePortfolio platforms.

Suggested Assessment Hrs: 61 hrs 40 min

LEARNING UNIT 5: Data Communication & Networking  [65 ½ hrs / 9 days]

• ELO4: Analyse and resolve hardware/software problems such as operational discrepancies to optimize performance of the desktop/laptop systems.
• 351201001-KM-01, 15 Cred, L5
• 351201001-PM-02, 30 Cred, L5
• 351201001-PM-03, 8 Cred, L4

For the Knowledge areas covered in this module the following outlines:

KM-01, Introduction to Data Communication and Networking, NQF Level 5, Credits 15

The main focus of the learning in this knowledge module is to build an understanding of The module will allow the learner to know how computer devices are interconnected and how information is exchanges between users, computers, terminals and applications programs.

The learning will enable learners to demonstrate an understanding of:

• KM-01-KT01: The role of data communication. (25%)
• KM-01-KT02: Basic computer cabling (10%)
• KM-01-KT03: Network types and standards (30%)
• KM-01-KT04: Networking Devices (15%)
• KM-01-KT05: Networking Fundamentals (20%)

For the Practical areas covered in this module the following outlines:

PM-02, Troubleshoot Computer and Network Faults, NQF Level 5, Credits 30

The focus of the learning in this module is on providing the learner an opportunity to Computer technicians diagnose and resolve hardware problems. They use diagnostic tools to identify the cause of the problem and repair or replace any failed components. For serious problems where a user has lost data, the computer technician tries to recover and restore the data. Computer technicians also diagnose software issues, reinstalling programs if necessary. If a user experiences problems connecting to the Internet, technicians diagnose and re-establish connectivity, consulting network specialists if necessary

The learner will be required to:

• PM-02-PS01: Identify the errors and faults to determine whether to replace, repair or reconfigure hardware and software
• PM-02-PS02: Identify appropriate backup and recovery solutions for the organization
• PM-02-PS03: Keep records of commands and tools used to solve problems for future reference using various recording methods
• PM-02-PS04: Repair or upgrade computer programs
• PM-02-PS05: Identify appropriate command prompts for different solutions
• PM-02-PS06: Revert to restore points
• PM-02-PS07: Secure hardware, software and data

PM-03, Maintain Computer and Network Security, NQF Level 4, Credits 8

The focus of the learning in this module is on providing the learner an opportunity to strengthen IT security at the user level, computer technicians install and upgrade anti-virus software. They also diagnose and resolve any problems caused by computer viruses or malware. To reduce the risk of attack, they provide users on security best practices and ensure that users are aware of company IT security policy

The learner will be required to:

• PM-03-PS01: Install and configure antivirus software
• PM-03-PS02: Configure firewalls on operating systems
• PM-03-PS03: Diagnose and resolve problems caused by computer viruses or malware
• PM-03-PS04: Create and assign user permissions and rights

Content: Above knowledge module requirements will be covered by online by eBook via Masterskill LMS platform.

Suggested Contact Hrs: 40 hrs /5 days

Assessments: 3 x Formative Assessments and 2 x Summative Assessments are available via Masterskill LMS and ePortfolio platforms.

Suggested Assessment Hrs: 25 ½ hrs

LEARNING UNIT 6: Work Readiness  [24 hrs / 3 days]

• ELO5: Apply knowledge of principles and practices in order to identify and solve problems arising in the course of their work.
• 351201001-KM-08, 5 Cred, L4

KM-08, Ready for work standards, NQF Level 4, Credits 5

The main focus of the learning in this knowledge module is to build an understanding of the overview of the soft skills needed to be an effective member of an organisation through self - management skills. On completion of this module, students will be able to identify, explain and adhere to the ethical principles and to conduct themselves with the professional standards applicable in the organisation.

The learning will enable learners to demonstrate an understanding of:

• KM-08-KT01: Rules of professional conduct and ethics (20%)
• KM-08-KT02: Interpersonal Management (20%)
• KM-08-KT03: Work-readiness(Full office orientation, Office etiquette, dress-code) (40%)
• KM-08-KT04: Legislation governing employment (20%)

Content: Above knowledge module requirements will be covered by online by eBook Lessons via Masterskill LMS platform.

Suggested Contact Hrs: 16 hrs /2 days

Assessments: 4 x Formative Assessments and 2 x Summative Assessments are available via Masterskill LMS and ePortfolio platforms.

Suggested Assessment Hrs: 8 hrs /1 day

Workplace Modules [suggested 100 hours /  13 days]

• ELO5: Apply knowledge of principles and practices in order to identify and solve problems arising in the course of their work.
• 351201001-WM-01, 30 Cred, L5
• 351201001-WM-02, 25 Cred, L5
• 351201001-WM-03, 15 Cred, L5
• 351201001-WM-04, 10 Cred, L4
• 351201001-WM-05, 20 Cred, L4

For the Workplace areas covered in this module the following outlines:

WM-01, Respond to user enquiries regarding fault request, NQF Level 5, Credits 30

The focus of the work experience is on providing the learner an opportunity to:

provide support and advise to computer users. They can also provide ongoing support when users report a problem. Computer Technicians may provide support remotely by working on a help desk and resolving issues by telephone. They visit users to deal with problems that cannot be resolved by telephone.

The learner will be required to:

• WM-01-WE01: Attend to end-user enquiries
• WM-01-WE02: Identify computer problems by applying fault finding techniques
• WM-01-WE03: Resolve software and hardware problems
• WM-01-WE04: assist in upgrading and maintaining of computer systems

WM-02, Set up equipment for users, check operating system performance and ensure proper installation of cables and software, NQF Level 5, Credits 25

The focus of the work experience is on providing the learner an opportunity to:

install desktop and laptop computers, configuring them to run on a company network. They load test operating software, together with any application software that the user needs. They link the computer to peripheral equipment, such as printers or scanners, configuring any necessary drivers. They also set up email accounts and Internet access on the computer. In addition to deploying user systems, computer technicians also may be responsible for installing severs and networking components

The learner will be required to:

• WM-02-WE01: Set up and maintain network equipment on a regular basis according to company procedures
• WM-02-WE02: Maintain network and information security on a regular basis

WM-03, Process of maintaining computer systems and peripherals, NQF Level 5, Credits 15

The focus of the work experience is on providing the learner an opportunity to:

Strengthen IT security at the user level, computer technicians install and upgrade anti-virus software. They also diagnose and resolve any problems caused by computer viruses or malware. To reduce the risk of attack, they provide advice to users on security best practices and ensure that users are aware of company IT security policy.

The learner will be required to:

• WM-03-WE01: Install and perform minor repairs to hardware, software or peripheral equipment following design or installation specifications
• WM-03-WE02: Prepare evaluations of software and hardware, and recommend improvements and upgrades
• WM-03-WE03: Optimise performance of the operating system to minimise problems relating to hardware and software

WM-04, Identify the potential green technologies process and procedures for cost effective application and create a sustainable computer environment to reduce e-waste, NQF Level 4, Credits 10

The focus of the work experience is on providing the learner an opportunity to:

Maintain a sustainable green environment

The learner will be required to:

• WM-04-WE01: Promote green technologies in the organisation
• WM-04-WE02: Dispose computer equipment in a green manner

WM-05, Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities, NQF Level 4, Credits 20

The focus of the work experience is on providing the learner an opportunity to:

Provide support to end-users

The learner will be required to:

• WM-05-WE01: Safe keeping records of daily data communication transactions, problems and remedial actions taken in an organisation

Workplace Experience Modules must take place in a real workplace i.e., at a functioning organisation. Employed students will apply the workplace modules in the organisation where they are employed, while unemployed learners must find a workplace that will host them, where they can implement the workplace experience modules of this occupational qualification; the same workplace must assign work place supervisors who can sign off on student workplace experience checklists. Duration for workplace could equate to 100 hours or 13 days.

To download the full course outline, please click on the link below:

OC Computer Technician.pdf