QualCert Level 3 Diploma in Digital & IT – Information Communications Technician

IT Systems and Networking Fundamental:

• Understand core components of computer systems including hardware, software, and peripheral devices
• Explain the OSI and TCP/IP models and their roles in data communication
• Identify types of networks (LAN, WAN, PAN, MAN) and their key characteristics
• Configure IP addressing (IPv4 & IPv6), DNS, DHCP, and basic routing principles
• Apply basic security measures to protect network integrity and data flow

Principles of Cybersecurity

• Understand key concepts in cybersecurity including threats, vulnerabilities, and risk management
• Identify and differentiate between types of malware and cyberattacks
• Implement basic security controls including firewalls, antivirus, and encryption
• Explain regulatory and compliance issues (e.g., GDPR, ISO/IEC 27001) in relation to IT security
• Use tools to monitor and assess the security of systems and networks

Configuring and Supporting End-User Devices

• Install and configure Windows, macOS, Linux, and mobile operating systems
• Perform routine maintenance, updates, and troubleshooting on desktops and laptops
• Support connectivity for devices (Wi-Fi, Bluetooth, VPN, etc.)
• Troubleshoot common hardware and software issues using structured techniques
• Deliver user support in line with service-level agreements (SLAs) and professional standards

Cloud Services and Virtualization

• Understand core concepts of cloud computing: SaaS, PaaS, IaaS
• Identify key providers (AWS, Azure, Google Cloud) and their service offerings
• Configure virtual machines and environments using hypervisors
• Explain benefits and challenges of adopting cloud services for businesses
• Support users and troubleshoot common issues related to cloud platforms

Network Troubleshooting and Support

• Use diagnostic tools and techniques to identify network faults (e.g., ping, traceroute, IPConfig)
• Resolve connectivity and configuration issues at the client and network level
• Implement preventative maintenance procedures to ensure network reliability
• Understand escalation procedures and documentation in technical support environments
• Apply knowledge of protocols (TCP, UDP, FTP, HTTP/S) during troubleshooting

IT Service Management and Professional Practice

• Understand principles of IT service management (ITSM) frameworks like ITIL
• Apply incident, problem, change, and asset management processes
• Communicate effectively with both technical and non-technical users
• Demonstrate professional conduct, teamwork, and customer service skills
• Maintain documentation, reports, and logs in accordance with organizational policies