IT Support with Software Quality Assurance
The IT Support with Software QA diploma program will equip
students with the practical skills required for a real-time work
environment. Students will learn to support end user and team
members per ITIL standards in organizations utilizing a range of
applications, including Oracle, SAP, and Salesforce, in addition to
regular local-area networks (LANs), PC hardware, and operating
systems (Oss). Students will learn to identify, troubleshoot, and
resolve issues encountered by end users in performing their
duties, including local-area (LAN) and wide-area networks (WAN)
issues, and access/support to office applications and desktop OSs.
Students will learn tools and techniques to aid organizations and
decision-makers in the technical design, implementation, and
support of all network and application solutions, including initial
server access throughout the entire lifecycle per ITIL standards.
Students will also gain the knowledge and skills needed to manage
support-related aspects of IT infrastructure in various
organizational settings
Program Notes
Program fees include student manuals and all other course
materials. Financial assistance may be available to those who
qualify.
Graduation requirements: In order to obtain a diploma, students
must obtain an overall average of 75% or better, with no final
course mark below 60%.
Combination of
- Integrated Learning Systemâ„¢ training facilitated by Academy
of Learning Career College facilitators
- Instructor-led classroom learning
Careers in the world of information technology and software
quality assurance are increasingly growing. They include, but are
not limited to:
- Computer network/network support technician
- User support technician
- Hardware installation/support technician/analyst
- Help desk technician/analyst
- Systems and technical support analyst
- Software or technical sales representative/specialist
- Information systems analyst/consultant
- Software QA analyst
- Software tester
These and similar career paths can be realized through the
employment with businesses and organizations in a variety of
industries, not limited to just the IT industry
In this area, duties and responsibilities may include, but are not
limited to the following:
- Provide phone, e-mail, and hands-on technical support
- Provide hardware and software support for desktop,
network, and peripherals
- Administer Microsoft, Mac OS, and Linux-based systems
- Assist Systems Administrator in managing IT department
resources and supporting active directory, mail, remote
desktop, VNC, and VMware
- Meet with managers and clients to discuss system
requirements, specifications, costs, and timelines
- Inspect and provide design support during the
manufacturing, installation, and implementation of computer
and LAN/WAN hardware
- Review and contribute to test plans, as well as analyze,
review, and assess requirements and design specifications
- Monitor testing and testing environments, often using tools
for this task and gathering performance metrics
- Identify failure patterns, research bug fixes, and implement
solutions
- Install, configure, test, and maintain clients and thin clients,
LAN/WAN equipment, and related services
- Set up front-end (client-side) tools to access servers in
Windows, Linux, UNIX, SAP, and Salesforce
- Set up desktops for users, administrators, and managers,
deploying all required software remotely
- Utilize tools such as Windows terminal service, SAP GUI, SSH
- Moving transports from development to quality and then to
production systems per team requests
Grade 12 or equivalent or Mature Student status.
Courses are open to any applicant who possesses a good
command of the English language and is able to follow
instructions.
An admissions interview will be administered to determine if the
applicant has the required interest, motivation, and entry-level
skills to take this program.
Students must attend the required hours and times per week per
the course schedule.
- Strong desire to pursue a career in information technology
- Previous background, experience, and/or knowledge in
computing, MS Office, and Windows desktops
- Regular user of computers in professional settings
- Excellent analytical and technical problem solving skills
- Excellent English communication skills (written and oral)
- Collaborative team player with a positive, self-motivated,
can-do attitude
- Self-motivated
- Detail-oriented
- Ability to effectively manage time and stress due to
competing priorities
- Understanding of how IT departments in large enterprises
with multiple OS environments and ERP software work
- Desktop and server hardware architectures
- OSI model importance and application of knowledge of
systematic network troubleshooting
- Access control and security methods used in LANs/WANs
- Best practices and a systematic ITIL-compliant approach to
a functioning computer network
- Support for users working in various virtual environments
- Resolve and direct issues with user authentication to SAP,
Salesforce, Windows, Linux, UNIX, Citrix, VMWare, Cisco
- Support users using thin clients
- Set up VPN connections
- Prepare software test plans and cases
- Prepare proposals for application quality improvement
- Support operations of information systems and electronic
data processing departments and companies
- Co-ordinate with design teams in the development and
integration of information and communication system
architecture, hardware, and software
- Maintain and support LAN/WAN equipment and services
- Set up and support common workstation applications
- Identify, diagnose, and resolve user problems
- Perform anti-virus protection activities
- Assist System/Network Administrators and developers in
solving issues that arise in IT departments
- Create and maintain comprehensive documentation for
implemented tasks
- Solid knowledge of quality assurance concepts and strong
core experience in various phases/types of testing, including
functional, integration, regression, and performance testing
- Advanced knowledge of test strategy development, test
planning, defect reporting, and test case design techniques
for initiatives in varying levels of complexity
- Strong knowledge of testing methodology within SDLC
- Strong documentation skills as well as written and verbal
communication skills
- Good understand of incident management and change
request management