Advanced Certificate in Infrastructure Support

The “Server basics” module equips learners with the knowledge and skills to understand server administration and virtualization concepts. They will gain expertise in managing physical inventory, assets, and server hardware. Additionally, learners will acquire the ability to install and configure operating systems (OS) and effectively troubleshoot OS, application, and network configurations. The module also focuses on maintaining servers’ post-installation, ensuring data security.

Through practical projects, learners will develop their abilities as IT Support Associate. They will be responsible for tasks such as acquiring and configuring new servers, deploying monitoring servers to track IT infrastructure performance, and ensuring servers meet business needs by recommending appropriate server architecture, storage systems, and networking configurations. The projects also involve managing storage and networks, including creating RAID devices, configuring SMB shares, creating Bash scripts, configuring static addressing, and scanning the network.

Upon completion, learners will have a solid foundation in server fundamentals and the ability to effectively support server administration, storage management, network troubleshooting, and data security. They will be well-prepared to contribute to optimizing server performance, maintaining data integrity, and ensuring the smooth operation of an organization's IT infrastructure.

The module 'Networking basics' provides learners with essential knowledge and skills in various areas of networking. In the Networking Fundamentals unit, learners will compare OSI Model Network Functions, deploy Ethernet cabling, and troubleshoot Ethernet networks. The Network Implementations unit focuses on supporting IPv4 and IPv6 networks, configuring and troubleshooting routers, and explaining network topologies and types. In the Network Operations unit, learners will gain an understanding of transport layer protocols, network services, network applications, and ensuring network availability. The Network Security unit covers common security concepts, supporting and troubleshooting secure networks, deploying and troubleshooting wireless networks, and comparing WAN links and remote access methods. Lastly, the Network Troubleshooting unit involves explaining organizational and physical security concepts, disaster recovery and high availability concepts, applying network hardening techniques, and summarizing cloud and datacenter architecture.

Through the module's projects, learners will develop practical skills and abilities. In the project, learners will troubleshoot service and security issues. Tasks include configuring server and client IPSec policies, updating, and testing policies, backing up configuration baselines, scanning the server segment, and documenting static DNS records and reserved DHCP clients. By successfully completing these tasks, learners will demonstrate their expertise in maintaining the integrity, availability, and recoverability of network and server environments. Their attention to detail and proficiency in these tasks will contribute to the overall stability and efficiency of an organization's IT infrastructure.

The 'IT Operating Systems Deployment' module equips learners with the necessary knowledge and skills to deploy and manage operating systems, specifically Windows, within an organizational context.

Learners will begin by mastering the installation of the Windows client operating system, as well as configuring authorization, authentication, networking, storage, and data access. They will also learn essential tasks such as managing applications, Windows updates, and configuring threat protection to ensure the security of the operating system. Additionally, learners will develop the skills needed to support and troubleshoot the Windows client environment, including hardware, drivers, and resolving operating system issues.

The module incorporates practical projects that enable learners to apply their knowledge to real-world scenarios. One of these projects centers around upgrading computers to Windows 10 as part of a hardware refresh cycle. It also emphasizes the significance of efficient file management and sharing within an organization. Learners will gain hands-on experience in creating and managing folder structures, configuring permissions for different departments, and conducting tests to ensure seamless file and folder-sharing capabilities.

By engaging in these projects, learners will develop practical skills and insights into deploying operating systems and managing file systems in a professional setting. They will acquire a comprehensive understanding of the upgrade process and the essential steps required for effective file management and sharing within an organizational context. Overall, the module provides learners with the practical experience necessary to excel in real-world IT scenarios.

The 'IT Operating Systems Support' module equips learners with essential knowledge and skills to provide efficient support for operating systems in an IT environment. It encompasses learning units that cover key topics critical to understanding the subject matter

Learners will gain expertise in planning operating system deployment strategies, considering factors such as compatibility, scalability, and security. They will also learn to manage user identity, access, and applications, ensuring effective user management and secure access control. Additionally, learners will develop skills in managing compliance policies and configuration profiles, maintaining regulatory standards, and enforcing desired system configurations. They will also acquire the ability to manage, maintain, and protect devices within an operating system environment, implementing security measures, monitoring device health, and resolving issues.

Practical projects within the module provide learners with hands-on experience, allowing them to apply their knowledge in real-world scenarios. These projects focus on managing applications, troubleshooting common issues, and providing user support. Through these projects, learners develop practical skills in application management and efficient resolution of operating system-related problems.

By completing the module, learners will possess the necessary knowledge and skills to provide comprehensive operating system support. They will be able to plan deployment strategies, manage user access and applications, enforce compliance policies, maintain device security, and troubleshoot common operating system issues. The module prepares learners to excel in supporting and maintaining operating systems within diverse IT environments

The 'Cloud Fundamentals' module equips learners with essential knowledge and skills in cloud computing. The module covers a range of instructional units that delve into various aspects of cloud technology.

Learners will first gain a solid understanding of cloud concepts, including the definition, benefits, and characteristics of cloud computing. They will also explore cloud architecture and the different components that make up a cloud infrastructure. Additionally, learners will examine various cloud services and their use cases, enabling them to assess which services are most suitable for different scenarios. The module also covers cost management in Azure, providing learners with the skills to optimize cloud costs and utilize budgeting and monitoring tools effectively. Lastly, learners will explore cloud management and governance, including best practices for maintaining security, compliance, and performance in a cloud environment.

In this module, learners will engage in a project that involves describing a possible cloud computing project. This project allows learners to apply their knowledge by conceptualizing and articulating a cloud-based solution for a given scenario. Through this project, learners will develop the ability to analyze requirements, assess available cloud services, and propose an effective and efficient cloud implementation.

By the end of the module, learners will have a comprehensive understanding of cloud fundamentals, enabling them to effectively describe cloud concepts, architecture, services, cost management, and cloud management and governance. They will be equipped with the skills to analyze cloud requirements and propose appropriate cloud solutions. This module lays a strong foundation for further exploration and specialization in cloud computing.

The 'Linux Fundamentals' module equips learners with essential knowledge and skills to effectively work with Linux operating systems. They will gain expertise in various areas of Linux administration and management.

Learners will be introduced to Linux and user administration, understanding the Linux operating system and its user management features. They will explore permissions and file management, mastering access control and file permissions. Additionally, they will develop skills in authoring text files and managing software, ensuring efficient text editing and software installation.

The module covers storage and device administration, enabling learners to manage resources and devices within a Linux environment. They will also learn to handle system services and network settings for seamless operations. Furthermore, network and Linux security will be emphasized to protect systems and networks effectively.

Learners will acquire proficiency in Bash and Shell scripting, automating tasks, and streamlining system administration processes. Through practical projects, learners will administer and troubleshoot security programs, analyze the impact of patches and updates, and manage access control permissions for IT facilities.

After completing the module, learners will possess a comprehensive understanding of Linux operating systems. They will be proficient in user administration, file permissions, software management, storage administration, system services, network settings, security, and Bash and Shell scripting. These skills will empower them to work efficiently with Linux systems and contribute effectively to IT infrastructure management and support.

The 'IT Customer Service' module equips learners with essential knowledge and skills for excelling in customer service roles within the IT industry.

Participants will gain a deep understanding of the support agent role and effective customer management strategies. They will develop skills in troubleshooting IT issues, diagnosing problems, and implementing appropriate solutions. Emphasis will be placed on documenting cases and knowledge management to facilitate efficient information sharing and problem-solving.

The module also covers performance measures and indicators, enabling learners to evaluate service quality and identify areas for improvement. They will learn to assess customer satisfaction and implement frameworks to enhance customer service effectiveness.

Through practical projects, learners will apply their knowledge to handle specific customer problems. They will demonstrate their ability to diagnose issues, prioritize tasks, and implement solutions, ensuring customer satisfaction and successful issue resolution.

Upon completion of the module, learners will possess the skills to handle a variety of customer issues effectively. They will excel in managing customers, troubleshooting IT problems, documenting cases, and utilizing knowledge management practices. Additionally, they will have a solid understanding of performance measurement and its role in improving customer service quality. These skills will enable learners to provide exceptional IT customer service and contribute to the success of organizations in meeting customer needs and satisfaction.

The 'Capstone project - IT system support' module offers learners practical experience in applying their knowledge and skills in IT system support. Participants will acquire expertise in system configuration, integration, and troubleshooting. They will develop the ability to determine appropriate network components and establish secure connections. Learners will also gain proficiency in testing system compatibility and configuring authorization and authentication for secure system access.

The module emphasizes the implementation of storage services and the planning of operating system upgrades and migrations. Learners will understand the importance of efficient storage management and learn to minimize disruptions during upgrades. Practical projects throughout the module will focus on troubleshooting operating systems and network issues, allowing learners to apply their knowledge and problem-solving skills to ensure smooth IT system operation.

By the end of the module, learners will have the necessary knowledge and skills to perform basic compatibility assessments, integrate system components according to a plan, and troubleshoot operating systems and network problems. These abilities will enable them to ensure optimal functioning of organizational IT infrastructure.