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NICF - Advanced Certificate In IT Services (Infrastructure Support) Systems Management

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Course Outcome

Be a Windows Desktop Engineer
Install, Maintain and Support Windows Desktops, Servers and Network
Training

Get Trained

Learn to Build and Maintain a Windows Desktop Environment, Server infrastructure & Network and provide customer support
Training

Get Experiential

With the guidance of Industry experts in Windows Infrastructure, learners Install, Configure and Maintain a Windows Server, Windows 10 operating system on desktops and provide customer service in a simulated environment, as part of module projects and capstone project. 

Training

Get Hired

After successfully completing the course, learners can be expected to take up the role of IT support or Desktop support technician

Training

Get Certified

Upon successful course completion, learners will be eligible to appear for Microsoft Certified System Administrator (MCSA) - Windows 10 Certification. In addition, a learner will receive the following:

  • 9 NICF Statement of Attainments (SOA)
  • NICF- Advanced Certificate in IT services (Infrastructure Support) 

How You Learn

How You Learn?

Learning & Course Duration
When you enrol, you will commit to the following learning hours.

Learning Duration (GLH*) - 302.5 Hours

On Campus Hours
92.5 hours 		Off Campus Hours
210 hours

Course Duration with Study Options

Full Time

3 Months

5 Hrs a day (5 days/week) 

Part Time

5 months

(9 hours/week)

*GLH: Guided Learning Hours

Course Structure

Course Structure

NICF - Advanced Certificate In IT Services (Infrastructure Support)

The objective of this course is to provide learners knowledge and implementation skills in Windows Infrastructure work environments. Learners will be able to gain fundamental knowledge and skills required to build a Windows Server infrastructure using Windows Server 2012 software and to administer Windows 10 in a Windows Server domain environment.

 

The learners will also acquire knowledge on how to support Windows 10 operating system, solve technical troubleshooting problems and to manage IT Help Desk activities through effective communication, problem-solving techniques and provide professional service. The learners can use Skill-pipe & Lithan LMS for e-learning and Virtual Lab for performing simulated Lab Exercises, Module Project, and Capstone project.

 

This course is aligned with Singapore’s WSQ NICF framework and consists of following modules:

  1. Fundamentals of Server & Network
  2. Install and Configure Operating Systems  
  3. Support  and Maintain IT Infrastructure
  4. IT Customer service Skills
  5. Capstone Project - Infrastructure Support

Course Modules :

Outline Outline Schedule Schedule

FSN - NICF - Fundamentals of Server & Network

Outline
Schedule
Module Name

NICF - Fundamentals of Server & Network
Session Outline Activities

Session 1: e-learning 1 (3 hrs)

The student has to attend a Live Orientation Session conducted at LA campus or go through a recording of the Orientation Session.   Before starting the first e-learning session, the learner shall attend Course and Module Orientation Session conducted by the Instructor. In this session, the Learner will go through the e-content on LMS and attempt the MCQ tests for the following instructional units:

IU 1- Installing and Configuring Windows Server

  • Describe Windows Server components and architecture.
  • Install Windows Server 2012.
  • Configure services.
  • Configure devices and device drivers. 

IU 2 - Implementing Storage in Windows Server.

  • Identify a suitable storage technology.
  • Manage storage within Windows Server.
  • Implement disk fault tolerance.

Instructional Videos on Lithan EdX MCQ Tests on Lithan EdX

Session 2: Assignment 1 (3 hrs)

The Learner shall PERFORM the following Assignments immediately after e-learning:

IU 1- Installing and Configuring Windows Server

  • Performing a Local Media-Based Installation.
  • Configuring Windows Server.
  • Converting Server Core.  Configuring Services.
  • Configuring Devises


IU 2 - Implementing Storage in Windows Server.

  • Create and Mount a VHD File.
  • Creating and Making Available New Volumes. 
  • Vary the Sizes of NTFS and ReFS Volumes.
  • Create a fault tolerant disk configuration

The Learner should submit the Assignment work for IU 1 and IU 2 on LMS immediately after completion.
The Tutor shall review the Assignments and assign scores as part of Formative Assessment.

Assignments On LMS Lab Environment on Learn on Demand

Session 3:Flipped Class 1 (3 hrs)

Learners must attend the Flipped Class Sessions in which Complex topics and Assignments are explained in Live Sessions using the Slide Decks or Assignment Statements for IU1 and IU2

Session 4: e-learning 2 (3 hrs)

In this session, the Learner will go through the e-content on LMS and attempt the MCQ tests for the following instructional units:

IU 3 - Understanding Network Infrastructure,

  • Describe physical network topologies and standards
  • Define local area networks (LANs)
  • Define wide area networks (WANs)
  • Describe wireless networking technologies 
  • Connecting to Internet and Remote Access

IU 4 - Connecting Network Components

  • Understanding the OSI Model
  • Understanding Media Types
  • Understanding Adapters, Hubs, and Switches
  • Understanding Routing


IU 5 - Implementing TCP/IP

  • Overview of TCP/IP
  • IPv4 Addressing
  • IPv6 Addressing
  • Name Resolution

 

Instructional Videos on Lithan EdX MCQ Tests on Lithan EdX

Session 5: Assignment 2 (3 hrs)

The Learner shall PERFORM the following Assignments immediately after e-learning:

IU 3 - Understanding Network Infrastructure,
 Determining Appropriate Network Components

IU 4 - Connecting Network Components

  • Determining the Appropriate Network Hardware
  • Determining the Appropriate Network Hardware
  • Selecting a Suitable Wiring Infrastructure

IU 5 - Implementing TCP/IP

  • Determining an Appropriate Ipv4 Addressing Scheme.
  • Configuring Ipv4 with Windows Server.
  • Verifying the Configuration.
  • Configuring and Testing Name Resolution.
  • Viewing the Ipv6 Configuration.

The Learner should submit the Assignment work for IU 3, 4 and 5 on LMS immediately after completion.
The Tutor shall review the Assignments and assign scores as part of Formative Assessment

Assignments On LMS Lab Environment on Learn on Demand

Session 6: e-learning 3 (3 hrs)

In this session, the Learner will go through the e-content on LMS and attempt the MCQ tests for the following instructional units:

IU 6 - Implementing Windows Server Roles

  • Describe role-based deployment
  • Deploy role-specific servers
  • Describe deployment options for server roles

IU 7- Implementing Active Directory

  • Introducing Active Directory Domain Services (AD DS)
  • Implementing AD DS
  • Managing Users, Groups, and Computers
  • Implementing Group Policy

Instructional Videos on Lithan EdX MCQ Tests on Lithan EdX  

Session 7: Assignment 3 (3 hrs)

The Learner shall PERFORM the following Assignments immediately after e-learning:

IU 6 - Implementing Windows Server Roles

  • Determining the Appropriate Roles to Deploy
  • Deploying and Configuring the Determined Server Roles


IU 7 - Implementing Active Directory

  • Promoting a New Domain Controller
  • Creating an Organizational Unit
  • Configuring Accounts
  • Creating a GPO


The Learner should submit the Assignment work for IU 6 and IU 7 on LMS immediately after completion.
The Tutor shall review the Assignments and assign scores as part of Formative Assessment

Assignments On LMS Lab Environment on Learn on Demand

Session 8: Flipped Class 2 (3 hrs)

Learners must attend the Flipped Class Sessions in which Complex topics and Assignments are explained in Live Sessions using the Slide Decks or Assignment Statements for IU 3, IU 4, IU 5, IU 6 and IU 7.

Session 9: e-learning 4 (3 hrs)

In this session, the Learner will go through the e-content on LMS and attempt the MCQ tests for the following instructional units:

IU 8 - Implementing IT Security Layers

  • Overview of Defense-in-Depth
  • Physical Security
  • Internet Security

IU 9- Implementing Security in Windows Server

  • Overview of Windows Security
  • Securing Files and Folders
  • Implementing Encryption


IU 10 - Implementing Network Security

  • Overview of Network Security
  • Implementing Firewalls
  • Internet Protocol Security (IPsec)


IU 11 - Implementing Security Software

  • Client Software Protection Features
  • E-Mail Protection
  • Server Protection

Instructional Videos on Lithan EdX
MCQ Tests on Lithan EdX

Session 10: Assignment 4 (3 hrs)

The Learner shall PERFORM the following Assignments immediately after e-learning:

IU 8- Implementing IT Security Layers

  • Implementing Physical Security
  • Configuring Security Settings in Internet Explorer


IU 9- Implementing Security in Windows Server

  • Configuring a Fine-Grained Password Policy
  • Securing NTFS Files and Folders
  • Encrypting Files and Folders


IU 10: Implementing Network Security

  • Configuring Windows Firewall with Advanced Security
  • Create a Server to Server Connection Security Rule


IU 11- Implementing Security Software

  • Create and Enforce an AppLocker Rule
  • Use the Security Configuration Wizard.
  • Run the Best Practice Analyser (BPA)


The Learner should submit the Assignment work for IU 8, IU 9, IU 10 and IU 11 on LMS immediately after completion.
The Tutor shall review the Assignments and assign scores as part of Formative Assessment.

Assignments on LMS
Lab Environment on Learn on Demand

Session 11: e-learning 5 (3 hrs)

In this session, the Learner will go through the e-content on LMS and attempt the MCQ tests for the following instructional units:

IU 12- Monitoring Server Performance

  • Event Logging.
  • Performance Monitoring. Internet Protocol Security (IPsec)

IU 13 - Maintaining Windows Server

  • Troubleshooting Windows Server Start-up.
  • Server Availability and Data Recovery.
  • Applying Updates to Windows Server.
  • Troubleshooting Windows Server.
  • Maintaining Network
  • Network system monitoring
  • Network maintenance schedule
  • Diagnosing and resolving network issues
  • Verification of configuration and connectivity

Instructional Videos on Lithan EdX
MCQ Tests on Lithan EdX

Session 12: Assignment 5 (3 hrs)

The Learner shall PERFORM the following Assignments immediately after e-learning:

IU 12- Monitoring Server Performance

  • Creating a Performance Baseline.
  • Simulating a Server Load.
  • Determining Probable Performance Bottlenecks.
  • Create, Test, and Verify an Alert.


The Learner should submit the Assignment work for IU 12 on LMS immediately after completion.
The Tutor shall review the Assignments and assign scores as part of Formative Assessment.

Assignments on LMS
Lab Environment on Learn on Demand

Session 13: Assignment 6 (3 hrs)

The Learner shall PERFORM the following Assignments immediately after e-learning:
IU 13- Maintaining Windows Server

  • Installing and Configuring Windows Server Update Services.
  • Configuring WSUS.
  • Gathering Information to Start the Troubleshooting Process.


The Learner should submit the Assignment work for IU 13 on LMS immediately after completion.
The Tutor shall review the Assignments and assign scores as part of Formative Assessment.

Assignments on LMS 
Lab Environment on Learn on Demand

Session 14: Flipped Class 3 (3 hrs)

Learners must attend the Flipped Class Sessions in which Complex topics and Assignments are explained in Live Sessions using the Slide Decks or Assignment Statements for IU 8, IU 9, IU 10, IU 11, IU12 and IU13

Course Outline

Module Name

NICF - Fundamentals of Server & Network
Competency Unit

IT-SM-301S-1 : Perform on-going monitoring of risks, threats, vulnerabilities and effective controls (2 Credit Values)

IT-IS-310S-1 : Build and configure a server (2 Credit Values)

By end of this module, the learner should be able to gain the following knowledge:

  • Perform a local media-based installation of Windows Server 2012
  • Select appropriate storage technologies and configure storage on a Windows Server
  • Describe fundamental network components and terminology to select an appropriate network component
  • Implement a network by selecting network hardware components and technologies and determine the appropriate network hardware and wiring components for a given situation 
  • Describe the protocols and services within the Transmission Control Protocol/Internet Protocol (TCP/IP) suite of protocols and implement IPv4 within a Windows Server environment
  • Describe the concept of defence-in-depth and determine how to implement this approach with Windows Server
  • Identify the security features in Windows Server that help to provide defence-in-depth

By end of this module, the learner should be able to apply the following skills:

  • Describe and implement server roles
  • Implement and configure an Active Directory Domain Service (AD DS) forest
  • Identify and implement additional software components to enhance an organization’s security
  • Monitor a server to determine the performance level
  • Identify the Windows Server tools available to maintain and troubleshoot Windows Server

Course Schedule

ICOS - NICF - Install & Configure Operating System

Outline
Schedule
Module Name

NICF - Install & Configure Operating System
Session Outline Activities

Session 1: Orientation &Lecture - Live (3 hrs)

The student has to attend a Live Orientation Session conducted at LA campus or go through a recording of the Orientation Session.

 

After the Orientation, the Lecturer will introduce the module by conducting the lectures on:

  • IU 1: Windows 8.1 in an Enterprise Environment
  • IU 2: Installing and Deploying Windows 8.1

After session:The Student will engage in e-learning to LEARN IU1, IU2, IU3, IU4 & IU5 (3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 2: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU 3: Tools Used for Configuring and Managing Windows 8.1
  • IU 4: Managing Profiles and User State in Windows® 8.1
  • IU5: Managing Disks and Device Drivers

Session 3: Lab Exercises (3 hrs)

The Student will PERFORM activities related to IU1, IU2, IU3, IU4& IU5in Server Lab environment 

Session 4: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU 6: Configuring Network Connectivity
  • IU7: Configuring File Access and Printers on Windows® 8.1 Clients
  • IU8: Implementing Network Security

Before session:The Student will engage in e-learning to LEARN IU6, IU7 & IU8 (3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 5: Lab Exercises (3 hrs)

The Student will PERFORM activities related to  IU6, IU7 & IU8in Server Lab environment 

Session 6: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU 7: Implementing Active Directory
  • IU8: Implementing IT Security Layers

Before session:The Student will engage in e-learning to LEARNIU7 & IU8 (3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 7: Lab Exercises (3 hrs)

The Student will PERFORM activities related to IU7 & IU8 in Server Lab environment 

Session 8: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU 9: Configuring Resource Access for Domain-Joined Devices and Devices that are not Domain Members
  • IU10:Securing Windows® 8.1

Before session: The Student will engage in e-learning to LEARN IU9 & IU10 (3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 9: Lab Exercises (3 hrs)

The Student will PERFORM activities related to IU9 & IU10 in Server Lab environment 

Session 10: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU 11: Configuring Applications for Windows® 8.1
  • IU12:Optimizing and Maintaining Windows 8.1 Computers
  • IU13: Configuring Mobile Computing and Remote Access

Before session: The Student will engage in e-learning to LEARN IU11 , IU12 & IU13 (3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 11: Lab Exercises (3 hrs)

The Student will PERFORM activities related to IU11, IU12 & IU13 in Server Lab environment 

Session 12: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU 14: Recovering Windows® 8.1
  • IU15:Configuring Client Hyper-V

Before session: The Student will engage in e-learning to LEARN IU14  & IU15 (3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 13: Lab Exercises (3 hrs)

The Student will PERFORM activities related to IU14 & IU15in Server Lab environment 

Session 14: Tutoring - Live (3 hrs)
  • Student should present the project up to milestone 1 and seek tutor’s feedback.
  • Student can seek support & guidance for the milestone 2  of the project
  • Tutor will provide necessary feedback & guidance

Before session:

  • Student will be given a project brief  which comprises few task in server environment
  • Student should complete the task up to the milestone 1
  • Student can seek online support if needed

Session 15: Project Implementation – Off Campus (3 hrs)

Module Project – Implementation 2

  • Student should complete the task up to the milestone 2
  • Student can seek online support if needed

Session 14: Summative Assessment (3 hrs)

Students will  attempt a Theory Test (45 mins) & a Practical Test (2 hrs) 

During session: Assessor will review and provide feedback (15 mins)

Course Outline

Module Name

NICF - Install & Configure Operating System
Competency Unit

IT-IS-312S-1 : Install software to networked computers (2 Credit Values)

IT-IS-313S-1 : Provide system administration (2 Credit Values)

By end of this module, the learner should be able to gain the following knowledge:

  • Describe the important new features of Windows 10.
  • Install Windows 10. Configure a device that is running Windows 10.
  • Configure network connectivity for a Windows 10 device.
  • Manage storage in Windows 10.
  • Manage folders and printers.
  • Manage apps. Manage data security.
  • Manage device security.
  • Implement Windows 10 features to improve network security.
  • Restore files, roll back drivers, and recover Windows 10 devices.
  • Monitor and update Windows 10 devices  

By end of this module, the learner should be able to apply the following skills:

Install and configure Windows 10 desktops and devices in a corporate Windows Server domain environment.

  • Install and customize Windows 10 operating systems and apps.
  • Configure local and remote network connectivity and storage.
  • Configure security for data, devices, and networks.
  • Maintain, update, and recover Windows 10.

Course Schedule

SMIT - NICF - Support and Maintain IT Infrastructure

Outline
Schedule
Module Name

NICF - Support and Maintain IT Infrastructure
Session Outline Activities

Session 1: Orientation & Lecture - Live (3 hrs)

The student has to attend a Live Orientation Session conducted at LA campus or go through a recording of the Orientation Session.

 

After the Orientation, the Lecturer will introduce the module by conducting the lectures on:

  • IU 1: Implementing a Troubleshooting Methodology
  • IU 2: Troubleshooting Start up Issues

After session: The Student will engage in e-learning to LEARN IU1, IU2, IU3 & IU4  (3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 2: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs : IU 3: Troubleshooting Hardware and Device Drivers IU 4: Troubleshooting Remote Computers

Session 3: Lab Exercises (3 hrs)

The Student will PERFORM activities related to IU1, IU2, IU3 & IU4  in Server Lab environment

Session 4: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU 5: Resolving Network Connectivity Issues
  • IU6: Troubleshooting Group Policy
  • IU7: Troubleshooting User Settings 

Before session: The Student will engage in e-learning to LEARN IU5, IU6 & IU7  (3 hrs) The Student should complete self-assessments Student can approach Online Support for any queries or guidance

Session 5: Lab Exercises (3 hrs)

The Student will PERFORM activities related to  IU5, IU6 & IU7 in Server Lab environment 

Session 6: Lecture – Live (3 hrs)

 The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

IU 8: Configuring and Troubleshooting Remote Connectivity

IU9: Troubleshooting Resource Access within a Domain

Before session: The Student will engage in e-learning to LEARN IU8 & IU9 (3 hrs)

The Student should complete self-assessments Student can approach Online Support for any queries or guidance

Session 7: Lab Exercises (3 hrs)

The Student will PERFORM activities related to IU8 & IU9 in Server Lab environment 

Session 8: Lecture – Live (3 hrs)

 The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

IU 10: Configuring and Troubleshooting Resource Access for Clients That Are Not Domain Members

IU11: Troubleshooting Applications

Before session: The Student will engage in e-learning to LEARN IU10 & IU11 (3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 9: Lab Exercises (3 hrs)

 The Student will PERFORM activities related to IU10 & IU11 in Server Lab environment 

Session 10: Lecture – Live (3 hrs)

 The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU 13: Maintaining Windows 8.1
  • IU12: Recovering Windows 8.1

Before session: The Student will engage in e-learning to LEARN IU12 & IU13 (3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 11: Lab Exercises (3 hrs)

The Student will PERFORM activities related to IU12 & IU13 in Server Lab environment 

Session 12: Tutoring - Live (3 hrs)
  • Student should present the project up to milestone 1 and seek tutor’s feedback.
  • Student can seek support & guidance for the milestone 2  of the project
  • Tutor will provide necessary feedback & guidance

Before session:

  • Student will be given a project brief  which comprises few task in server environment
  • Student should complete the task up to the milestone 1
  • Student can seek online support if needed

 

Session 13: Project Implementation – Off Campus (3 hrs)

Module Project – Implementation -2

  • Student should complete the task up to the milestone 2
  • Student can seek online support if needed

Session 14: Summative Assessment (3 hrs)

Students will  attempt a Theory Test (45 mins) & a Practical Test  (2 hrs)

During session: Assessor will provide review and feedback (15 mins)

Course Outline

Module Name

NICF - Support and Maintain IT Infrastructure
Competency Unit

IT-IS-305S-1 : Locate equipment, system and software faults (2 Credit Values)

IT-IS-306S-1 : Maintain equipment and software in working order (2 Credit Values)

By the end of this module, the learner should be able to gain the following knowledge:

  • Describe the processes involved in planning and using a troubleshooting methodology for Windows 10
  • Analyse the troubleshoot start-up issues and operating system services on a Windows 10 system
  • Analyse the troubleshooting of the computers remotely
  • Evaluate the issues related to hardware devices and device drivers
  • Evaluate issues related to network connectivity
  • Identify the  issues related to user settings
  • Design and implement extranet connectivity for Windows 10
  • Recover a computer running Windows 10

By end of this module, the learner should be able to apply the following skills:

  • Troubleshoot computers remotely
  • Resolve the issues related to hardware devices and device drivers
  • Troubleshoot  issues related to network connectivity
  • Troubleshoot client configuration failures and GPO application issues
  • Troubleshoot the  issues related to user settings
  • Troubleshoot remote connectivity issues
  • Resolve the issues related to application installation and operation

Course Schedule

ITCSS - NICF - IT Customer Service Skills

Outline
Schedule
Module Name

NICF - IT Customer Service Skills
Session Outline Activities

Session 1: Orientation & Lecture - Live (3 hrs)

The student has to attend a Live Orientation Session conducted at LA campus or go through a recording of the Orientation Session.

After the Orientation, the Lecturer will introduce the module by conducting the lectures on:

  • IU 1: Introduction to Customer Service

After session: The Student will engage in e-learning to LEARN IU1, IU2 & IU3 (3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 2: Lecture – Live (3 hrs)

The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU 2: Achieving Customer Service Excellence
  • IU 3: Helpdesk Environment

Session 3: Assignment (3 hrs)

 The Student will PERFORM activities related to IU1, IU2 & IU3 

Session 4: Lecture – Live (3 hrs)

  The lecturer will deliver lectures & demo  in the class room related to the topics of corresponding IUs :

  • IU4: Handling Challenging Calls/ Customers
  • IU 5: Complaint and Escalation Management

Before session: The Student will engage in e-learning to LEARN IU4 & IU5 (3 hrs)

The Student should complete self-assessments

Student can approach Online Support for any queries or guidance

Session 5: Assignments (3 hrs)

 The Student will PERFORM activities related to  IU4 & IU5 in Server Lab environment

Session 6: Tutoring - Live (3 hrs)
  • Student should present the project up to milestone 1 and seek tutor’s feedback.
  • Student can seek support & guidance for the milestone 2  of the project
  • Tutor will provide necessary feedback & guidance

Before session:

  • Student will be given a project brief  which comprises few task in server environment
  • Student should complete the task up to the milestone 1
  • Student can seek online support if needed  

Session 7: Project Implementation – Off campus (3 hrs)

Module Project – Implementation -2

  • Student should complete the task up to the milestone 2
  • Student can seek online support if needed

Session 8: Summative Assessment (2 hrs)

Students will  attempt a Theory Test (90 mins) 

During session: Assessor will assess the student through oral questions (15 mins) and provide review and feedback (15 mins)

Course Outline

Module Name

NICF - IT Customer Service Skills
Competency Unit

IT-IS-302S-1 : Provide support and assistance to users relating to a particular product or service (1 Credit Value)

IT-IS-301S-1 : Provide first-level support (1 Credit Value)

By end of this module, the learner should be able to gain the following knowledge:

  • Define core priorities and key responsibilities of the IT Support role.
  • Learn basic stages of case management, from initial receipt of a support call through solution development and closure.
  • Learn an appreciation for the communication skills that a successful support agent needs.
  • Learn importance of maintaining complete, detailed, and accurate documentation
  • Learn an in-depth knowledge of the steps involved in troubleshooting a customer issue throughout its life cycle.
  • Review the typical key performance indicators that are used to track the success of the support organization and the individual professionals or agents.

By end of this module, the learner should be able to apply the following skills:

  • Provide professional customer support
  • Examine ways to connect with your customer through phone, email, chat, and social media, including a demonstration of empathy and communicating at the customer’s level of expertise.
  • Dealing with challenging customers and how to defuse a customer’s anger Developing analytical solutions, troubleshooting best practices, how to manage customer expectations and handle customer objections
  • Manage case management process and identifying the key issues that need to be documented.
  • Evaluate performance measure and indicator using scorecard and dashboard.

Course Schedule

CPIS - NICF - Capstone Project –Infrastructure Support

Outline
Schedule
Module Name

NICF - Capstone Project –Infrastructure Support
Session Outline Activities

Session 1: Orientation & Lecture - Live (3 hrs)

The student has to attend a Live Orientation Session conducted at Lithan campus

The Tutor will explain the project brief,  guidelines and expectations.

Session 2: Tutoring - Live (3 hrs)

The Student will present the project what they have completed until Milestone 1 to the tutor  and seek feedback & support 

Before session:The student will IMPLEMENT tasks related to milestone 1 of the project :

Session 3: Tutoring - Live (3 hrs)

The Student will present the project what they have completed until Milestone 2 to the tutor  and seek feedback & support 

Before session:The student will IMPLEMENT tasks related to milestone 2 of the project 

Session 4: Tutoring - Live (3 hrs)

The Student will present the project what they have completed until Milestone 3 to the tutor  and seek feedback & support 

Before session:The student will IMPLEMENT tasks related to milestone 3 of the project:

Session 5: Tutoring - Live (3 hrs)

The Student will present the project what they have completed until Milestone 4 to the tutor  and seek feedback & support 

Before session:The student will IMPLEMENT tasks related to milestone 4 of the project (3 hrs):

 

Session 6: Tutoring - Live (3 hrs)

The Student will present the project what they have completed until Milestone 5 to the tutor  and seek feedback & support 

Before session:The student will IMPLEMENT tasks related to milestone 5 of the project

Session 7: Tutoring - Live (3 hrs)

The Student will present the project what they have completed until Milestone 6 to the tutor  and seek feedback & support 

Before session:The student will IMPLEMENT tasks related to milestone 6 of the project :

 

Session 8: Tutoring - Live (3 hrs)

The Student will present the project what they have completed until Milestone 7 to the tutor  and seek feedback & support 

Before session:The student will IMPLEMENT tasks related to milestone 7 of the project

Session 9: Tutoring - Live (3 hrs)

The Student will present the project what they have completed until Milestone 8 to the tutor  and seek feedback & support 

Before session:The student will IMPLEMENT tasks rlated to milestone 8 of the project

Session 10: Tutoring - Live (3 hrs)

The Student will present the project what they have completed until Milestone 8 to the tutor  and seek feedback & support 

Before session:The student will IMPLEMENT tasks related to milestone 9 of the project 

Session 11: Tutoring - Live (3 hrs)

The Student will present the project what they have completed until Milestone 10 to the tutor  and seek feedback & support 

Before session:The student will IMPLEMENT tasks related to milestone 10 of the project

Session 12 : Tutoring Live (3 Hours)

The lecturer will conduct a final tutoring session

Session 13: Assessment (3 Hours)

Theory Test 1 : (1 Hour 15 minutes)

Theory Test 2: (1 Hour 45 minutes)

Review & Feedback : (15 minutes)

Course Outline

Module Name

NICF - Capstone Project –Infrastructure Support
Competency Unit

IT-NMM-301S-1 CPIS : Deploy enterprise network (4 Credit Values)

By end of this module, the learner should be able to apply the following skills:

  • Design Local Area Network for the given company
  • Perform a local Window Installation
  • Configure Windows server
  • Design and implement Active Directory
  • Manage Network Security
  • Managing Files and Printers
  • Troubleshoot resource access and network connectivity
  • Case Management

Course Schedule

Who Should Attend

Ideal Candidates

Entry requirements

Academic Qualification: N' Level or equivalent OR WSQ Advance Certificate  

 

Language Proficiency: IELTS 5.0 

Who Should Attend

  • Persona

    Individuals with basic computing knowledge who want to pursue a career as an Entry-level Desktop Support Technician

  • Persona

    Individuals with basic computing knowledge who want to pursue a career as an Entry-level Desktop Support Technician

Advance Your Career

Advance Your Career

SSG Funding Programme Options

Career

SSG Professional Conversion Program (CAT A funding)

Based on a pre-course assessment, you will get an opportunity to attend interviews with prospective employers. If you are selected by an employer who can avail the course fee grant from SSG, You can join the employer as a Windows Desktop Engineer during the course

Career

Train & Place Program (CAT A funding)

After qualifying through a pre-course assessment, you can join the course, with a course fee grant from SSG. After completing the course, you will get opportunities to attend interviews with prospective employers for Windows Desktop Engineer job role

Grad Requirements

Graduation Requirements

To graduate from this course, the learner should meet the following criteria:

  • Minimum attendance of 75% for all Sessions in each of the modules of the qualification
  • Should be assessed Competent (C) in each of the modules of the qualification

Certificates

Certificates

Following certifications will be awarded to the learner upon meeting graduation requirements:

  1. Statement of Attainment by SSG, Singapore: IT-SM-301S-1 Perform on-going monitoring of risks, threats, vulnerabilities and effective controls
  2. Statement of Attainment by SSG, Singapore: IT-IS-310S-1 Build and configure a server
  3. Statement of Attainment by SSG, Singapore: IT-IS-312S-1 Install software to networked computers
  4. Statement of Attainment by SSG, Singapore: IT-IS-313S-1 Provide system administration
  5. Statement of Attainment by SSG, Singapore: IT-IS-305S-1 Locate equipment, system and software faults
  6. Statement of Attainment by SSG, Singapore: IT-IS-306S-1 Maintain equipment and software in working order
  7. Statement of Attainment by SSG, Singapore: IT-IS-302S-1 Provide support and assistance to users relating to a particular product or service
  8. Statement of Attainment by SSG, Singapore: IT-IS-301S-1 Provide first-level support
  9. Statement of Attainment by SSG, Singapore: IT-NMM-301S-1 Deploy enterprise network
  10. NICF - Advanced Certificate in IT Services (Infrastructure Support)

Course Fees & Funding

Course Fees & Funding
(All fees stated below, are in SGD)

For Self-sponsored Individuals

Category of Individuals
Type Singapore PR & Singapore Citizen Age >= 21 Singapore Citizen Age >= 40 Singapore Citizen Age >= 35 & earning <= 2000.00/month
Course Fee 7000.0 7000.0 7000.0
Less: SkillsFuture Funding 4900.0 4900.0 4900.0
Course Fee after SkillsFuture Funding 2100.0 2100.0 2100.0
Add: GST (7%) 147.0 147.0 147.0
Course Fee after GST 2247.0 2247.0 2247.0
Add: Fee Protection Scheme (inclusive of GST) 0.0 0.0 0.0
Less: Workfare Training Scheme (WTS) 0.0 0.0 1750.0
Less: SkillsFuture Mid-Career Enhanced Subsidy (SFMCES) 0.0 1400.0 0.0
Total Fee Payable to Lithan 2247.0 847.0 497.0

For Company sponsored

Type of Companies
Type Non-SME & Singapore PR & Singapore Citizen Age >= 21 SME & Singapore PR & Singapore Citizen Age >= 21 SME & Singapore Citizen Age >= 35 & earning <= 2000.00/month
Course Fee 7000.0 7000.0 7000.0
Less: SkillsFuture Funding 4900.0 4900.0 4900.0
Course Fee after SkillsFuture Funding 2100.0 2100.0 2100.0
Add: GST (7%) 147.0 147.0 147.0
Course Fee after GST 2247.0 2247.0 2247.0
Add: Fee Protection Scheme (inclusive of GST) 0.0 0.0 0.0
Less: Workfare Training Scheme (WTS) 0.0 0.0 1750.0
Less: SkillsFuture Mid-Career Enhanced Subsidy (SFMCES) 0.0 0.0 0.0
Total Fee Payable to Lithan 2247.0 2247.0 497.0
Note : SME can claim additional 20% of full gross fee under Enhanced Training Support Subsidy (ETSS) where applicable
Fee Description

Miscellaneous Fees

Miscellaneous Fee (applicable to all individuals)
Medical Insurance (option)* 96.00 - Payable upon approval of request
Deferment Admin Fee* 160.50 - Payable upon approval of request
Re-module Fee* 0.00 - Refer to Modular course fee which is available on Lithan’s website
Re-sit Exam Fee* 107.00 - Payable upon approval of request
Change of Assessment Date Fee* 64.20 - Payable upon approval of request

For Self-sponsored Individuals

Category of Individuals
Singapore Citizen Age >= 35 & earning <= 2000.00/month
Course Fee 7000.0
Less: SkillsFuture Funding 4900.0
Course Fee after SkillsFuture Funding 2100.0
Add: GST (7%) 147.0
Course Fee after GST 2247.0
Add: Fee Protection Scheme (inclusive of GST) 0.0
Less: Workfare Training Scheme (WTS) 1750.0
Less: SkillsFuture Mid-Career Enhanced Subsidy (SFMCES) 0.0
Total Fee Payable to Lithan 497.0
Singapore Citizen Age >= 40
Course Fee 7000.0
Less: SkillsFuture Funding 4900.0
Course Fee after SkillsFuture Funding 2100.0
Add: GST (7%) 147.0
Course Fee after GST 2247.0
Add: Fee Protection Scheme (inclusive of GST) 0.0
Less: Workfare Training Scheme (WTS) 0.0
Less: SkillsFuture Mid-Career Enhanced Subsidy (SFMCES) 1400.0
Total Fee Payable to Lithan 847.0
Singapore PR & Singapore Citizen Age >= 21
Course Fee 7000.0
Less: SkillsFuture Funding 4900.0
Course Fee after SkillsFuture Funding 2100.0
Add: GST (7%) 147.0
Course Fee after GST 2247.0
Add: Fee Protection Scheme (inclusive of GST) 0.0
Less: Workfare Training Scheme (WTS) 0.0
Less: SkillsFuture Mid-Career Enhanced Subsidy (SFMCES) 0.0
Total Fee Payable to Lithan 2247.0

For Company sponsored

Type of Companies
SME & Singapore Citizen Age >= 35 & earning <= 2000.00/month
Course Fee 7000.0
Less: SkillsFuture Funding 4900.0
Course Fee after SkillsFuture Funding 2100.0
Add: GST (7%) 147.0
Course Fee after GST 2247.0
Add: Fee Protection Scheme (inclusive of GST) 0.0
Less: Workfare Training Scheme (WTS) 1750.0
Less: SkillsFuture Mid-Career Enhanced Subsidy (SFMCES) 0.0
Total Fee Payable to Lithan 497.0
SME & Singapore PR & Singapore Citizen Age >= 21
Course Fee 7000.0
Less: SkillsFuture Funding 4900.0
Course Fee after SkillsFuture Funding 2100.0
Add: GST (7%) 147.0
Course Fee after GST 2247.0
Add: Fee Protection Scheme (inclusive of GST) 0.0
Less: Workfare Training Scheme (WTS) 0.0
Less: SkillsFuture Mid-Career Enhanced Subsidy (SFMCES) 0.0
Total Fee Payable to Lithan 2247.0
Note : SME can claim additional 20% of full gross fee under Enhanced Training Support Subsidy (ETSS) where applicable
Non-SME & Singapore PR & Singapore Citizen Age >= 21
Course Fee 7000.0
Less: SkillsFuture Funding 4900.0
Course Fee after SkillsFuture Funding 2100.0
Add: GST (7%) 147.0
Course Fee after GST 2247.0
Add: Fee Protection Scheme (inclusive of GST) 0.0
Less: Workfare Training Scheme (WTS) 0.0
Less: SkillsFuture Mid-Career Enhanced Subsidy (SFMCES) 0.0
Total Fee Payable to Lithan 2247.0

Miscellaneous Fees

Miscellaneous Fee (applicable to all individuals)
Medical Insurance (option)* 96.00 - Payable upon approval of request
Deferment Admin Fee* 160.50 - Payable upon approval of request
Re-module Fee* 0.00 - Refer to Modular course fee which is available on Lithan’s website
Re-sit Exam Fee* 107.00 - Payable upon approval of request
Change of Assessment Date Fee* 64.20 - Payable upon approval of request
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