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This course is aimed at anyone looking to gain entry into the IT field as an IT Support Technician. Support Technicians are the backbone of any IT department. They ensure the smooth running of the IT within a company or organisation and offer guidance to anyone needing assistance. As a result, technical support is one of the most abundant jobs available within the IT industry.

This course is aimed at absolute beginners to IT who want to start a career in IT support or just develop their skills in this area. The course assumes you have no technical knowledge of IT whatsoever. The skills you will gain through this course will not only prepare you for a role in IT Support, but in other roles too, such as networking.

The Average IT Support Specialist Profile:

This course is designed to gradually build your knowledge and confidence to sit the final certification exams. The average salary for technicians with this certification alone, is £40,000 p.a.

 

From the beginning, we teach you about basic IT literacy, basic software features and functions, basic networking, operating systems, and basic security threats. From there, the course steps up a notch exploring these areas in more depth. As you progress through the various stages, your knowledge of the systems based around networks and operating systems will gradually begin to develop. Upon completion of the course, you will exit with a series of globally respected certifications and a deeper knowledge of fundamental technologies that you will use in your IT support job.

The course is comprised of five separate courses in total. Four of which contain certification exams. The final course being the MTA in Windows Operating System Fundamentals. The first course, CompTIA IT Fundamentals, provides a soft introduction to the world of IT.

 

 

Course Features

   Video Learning

Access to video based online learning material. Tutors use diagrams and illustrations to teach the classes, as well as giving demonstrations of equipment. Lessons are pre-recorded allowing you to  fast-forward, rewind and pause at any time throughout the lessons. Videos can be viewed on different devices including a desktop computer, laptop, tablet, and smart phone.

  Accessible from Anywhere

Your course can be done from any where in the world. If you decide to move to a different city or even country, you can continue with the course from wherever you are. All you need is a device such as a desktop computer, laptop, tablet, smart phone, and an internet connection.

   Live Practice Labs

Access live practice labs, allowing you to put your course skills to the test in a live simulated environment. For instance, learn how to setup a firewall to protect a network from cyber attacks. The live labs have two functions: 1. guided exercises, instructing you to carry out tasks; 2. sand box environment, allowing you to play with the online equipment to test out your skills. Click here to learn more about the live labs.

  MeasureUP Practice Tests

Before you sit an exam, you will be given access to a MeasureUP practice test. These tests have two modes: 1. practice-mode, allowing you learn the questions and answers with resources included; 2. certification mode, allowing you to test yourself with a limited time and without the answers. These tests are the closest experience to the real exams. MeasureUP have been the gold standard in exam preparation for over 20 years.

  Exam Fees Paid

Your course comes with official CompTIA and Microsoft exam vouchers. This means all exam fees are fully paid. Exams must be taken at your local testing center. There are testing centers all over the country and across the globe. For most people, their nearest test center is less than 30 miles from their home or office. We will locate your nearest testing center.

   CompTIA Certifications

In addition to the Microsoft MCSA Office 365 certification, you will receive two certifications from CompTIA: the A+ and Network+ upon passing your exams. These certifications are globally recognised, meaning you can work any where in the world with them. CompTIA certifications are held in high regard by IT employers and IT recruiters. Click here to view salary and employment information.

  Tutor Support
If you ever get stuck during your studies, tutor support is available 24/7, 363 days of the year. As part of your course, you’ll have access to a live chat window allowing you to communicate with a team of tutors. The tutor is also able to speak with you over the phone if they feel it will help you. They can even give on-screen demonstrations and send you attachments.

  Career Program

As part of your course, you will get access to our Career Program to help you into work upon completion of your course. The Career Program includes: cover letter and CV preparation, Linkedin account creation, full career assessment, employment case management, active job search, short-listing for job roles, coordination with employers to secure employment opportunities, completion of application forms for IT roles, and interview planning and preparation. Click here to learn more about the Career Program.

  Spread the cost

Spread your course payments over 12 monthly installments. There’s no interest or charges. Only one application form to fill out. Click here to begin your application.

Course syllabus

1. CompTIA IT Fundamentals FC0-U61 (NO EXAM)

IT Concepts and Terminology

Understand the basics of computing
Understand basic terminology
Comprehend notational systems
Explain the value of data and troubleshooting

Infrastructure

Setting up and installing common peripheral devices

Applications and Software

Manage applications software
Understand various components of an operating system
Explain the purpose of methods of application architecture

Software Development

Comprehend programming language categories
Interpret logic
Understand the purpose of programming concepts

Database Fundamentals

Explain database concepts
Explain structures
Explain purpose
Understand methods used to interface

Security

Understand confidentiality
Understand integrity
Understand availability concerns of secure devices
Understand best practice methods of secure devices

2. CompTIA A+ 220-1001 and 1002 (2 EXAMS INCLUDED)

CompTIA A+ 220-1001

Mobile Devices
• 1.0 What are we covering?
• 1.1 Given a scenario, install and configure laptop hardware and components
• 1.2 Given a scenario, install components within the display of a laptop
• 1.3 Given a scenario, use appropriate laptop features
• 1.4 Compare and contrast characteristics of various types of other mobile devices
• 1.5 Given a scenario, connect and configure accessories and ports of other mobile devices
• 1.6 Given a scenario, configure basic mobile device network connectivity and application support
• 1.7 Given a scenario, use methods to perform mobile device synchronization
Networking
• 2.0 What are we covering?
• 2.1 Compare and contrast TCP and UDP ports, protocols and their purpose
• 2.2 Compare and contrast common networking hardware devices
• 2.3 Given a scenario, install and configure a basic wired/wireless SOHO network
• 2.4 Compare and contrast wireless networking protocols
• 2.5 Summarize the properties and purposes of services provided by networked hosts
• 2.6 Explain common network configuration concepts
• 2.7 Compare and contrast internet connection types, network types and their features
• 2.8 Given a scenario, use appropriate networking tools
Hardware
• 3.0 What are we covering?
• 3.1 Explain basic cable types, features and their purposes
• 3.2 Identify common connector types
• 3.3 Given a scenario, install RAM types
• 3.4 Given a scenario, select, install and configure storage devices
• 3.5 Given a scenario, install and configure motherboards, CPUs and add-on cards
• 3.6 Explain the purposes and uses of various peripheral types
• 3.7 Summarize power supply types and features
• 3.8 Given a scenario, select and configure appropriate components for a custom PC configuration to meet customer specifications/needs
• 3.9 Given a scenario, install and configure common devices
• 3.10 Given a scenario, configure SOHO multifunction devices/printers and settings
• 3.11 Given a scenario, install and maintain various print technologies
Virtualization and Cloud Computing
• 4.1 Compare and contrast cloud computing concepts
• 4.2 Given a scenario, set up and configure client-side virtualization
Hardware and Network Troubleshooting
• 5.0 What are we covering?
• 5.1 Given a scenario, use the best practice methodology to resolve problems
• 5.2 Given a scenario, troubleshoot problems related to motherboards, RAM, CPUs and power
• 5.3 Given a scenario, troubleshoot hard drives and RAID arrays
• 5.4 Given a scenario, troubleshoot video, projector and display issues
• 5.5 Given a scenario, troubleshoot common mobile device issues while adhering to the appropriate procedures
• 5.6 Given a scenario, troubleshoot printers
• 5.7 Given a scenario, troubleshoot common wires and wireless network problems

CompTIA A+ 220-1002

Operating Systems
• 1.1 Compare and contrast common operating system types and their purposes
• 1.2 Compare and contrast features of Microsoft Windows versions
• 1.3 Summarize general OS installation considerations and upgrade methods
• 1.4 Given a scenario, use appropriate Microsoft command line tools
• 1.5 Given a scenario, use Microsoft operating system features and tools
• 1.6 Given a scenario, use Microsoft Windows Control Panel utilities
• 1.7 Summarize application installation and configuration concepts
• 1.8 Given a scenario, configure Microsoft Windows networking on a client/desktop
• 1.9 Given a scenario, use features and tools of the Mac OS and Linux client/desktop operating systems
Security
• 2.1 Summarize the importance of physical security measures
• 2.2 Explain logical security concepts
• 2.3 Compare and contrast wireless security protocols and authentication methods
• 2.4 Given a scenario, detect, remove, and prevent malware using appropriate tools and methods
• 2.5 Compare and contrast social engineering, threats, and vulnerabilities
• 2.6 Compare and contrast the differences of basic Microsoft Windows OS security settings
• 2.7 Given a scenario, implement security best practices to secure a workstation
• 2.8 Given a scenario, implement methods for securing mobile devices
• 2.9 Given a scenario, implement appropriate data destruction and disposal methods
• 2.10 Given a scenario, configure security on SOHO wireless and wired networks
Software Troubleshooting
• 3.1 Given a scenario, troubleshoot Microsoft Windows OS problems
• 3.2 Given a scenario, troubleshoot and resolve PC security issues
• 3.3 Given a scenario, use best practice procedures for malware removal
• 3.4 Given a scenario, troubleshoot mobile OS and application issues
• 3.5 Given a scenario, troubleshoot mobile OS and application security issues
Operational Procedures
• 4.1 Compare and contrast best practices associated with types of documentation
• 4.2 Given a scenario, implement basic change management best practices
• 4.3 Given a scenario, implement basic disaster prevention and recovery methods
• 4.4 Explain common safety procedures
• 4.5 Explain environmental impacts and appropriate controls
• 4.6 Explain the processes for addressing prohibited content/activity, and privacy, licensing, and policy concepts
• 4.7 Given a scenario, use proper communication techniques and professionalism
• 4.8 Identify the basics of scripting

3. CompTIA Network+ N10-007 (1 EXAM)

Module 1: Networking Concepts

1.1 Basic Networking
• Intro to networking
• Networking architectures
• Activity: Basic Networking
1.2 OSI Model
• Layer 7 – Application
• Layer 6 – Presentation
• Layer 5 – Session
• Layer 4 – Transport
• Layer 3 – Network
• Layer 2 – Data Link
• Layer 1 – Physical
• Activity: Exploring the OSI Model
1.3 Protocols and Ports
• Protocols and ports overview
• Activity: Examining Protocols and Ports
• Connection-oriented vs. connectionless
• Transmission Control Protocol (TCP)
• User Datagram Protocol (UDP)
• Activity: Comparing TCP and UDP
• Internet Protocol (IP)
• Internet Control Messaging Protocol (ICMP)
• Internet Group Messaging Protocol (IGMP)
• Activity: Examining the Lower Layer Protocols
• Layer 7 Remote Control Protocols
• Layer 7 File Transfer Protocols
• Layer 7 Messaging Protocols
• Activity: Examining Messaging Protocols
• Layer 7 Web Traffic Protocols
• Layer 7 Streaming Media Protocols
• Layer 7 Infrastructure Management Protocols
1.4 Switching
• Properties of Network Traffic
• Contention Management
• Activity: Creating Collision and Broadcast Domains
• Interface Properties and Segmentation
• Activity: Creating a Basic Network Segment
• Switching prt 2
• Activity: Switching
• Switching Loop Management
• Activity: Managing Switching Loops
• VLANs
• Activity: Creating VLANs
1.5 Routing
• ARP
• Activity: Examining ARP
• IP Addressing Basics
• Activity: Configuring IP
• Routers
• Activity: Setting Up a Router
• Routing Basics
• Activity Adding Static Routes
• VLAN Routing
• Activity: Routing Between VLANs
• NAT/PAT
• Activity: Configuring NAT/PAT
• Routing Protocols
• Activity Configuring a Routing Protocol
• Firewalls
• Activity: Configuring Firewalls
1.6 Advanced Switching and Routing Concepts
• IPv6 Concepts
• Activity: Exploring IPv6
• Performance Concepts
• Distributed Switching
• Software-defined Networking
1.7 IP Addressing
• Public vs. Private
• Loopback and Reserved
• Subnet Mask
• Default Gateway
• Virtual IP
• Subnetting
• Activity: Learning to Subnet
• Address Assignments
1.8 Network Types and Topologies
• Wired Topologies
• Wireless Topologies
• Network Types
• Technologies that Facilitate the Internet Of Things (IoT)
1.9 Wireless Technologies
• Radio Basics
• 802.11 Standards
• Wi-Fi Frequencies
• Wi-Fi Antenna Concepts
• Bluetooth
• Cellular
• Site Surveys
• Activity: Using an RF Spectrum Analyzer
1.10 Cloud Concepts
• Types of Services
• Cloud Delivery Models
• Security Implications/Considerations
• Activity: Exploring Cloud Services
1.11 Network Services
• DNS Service
• Activity: Setting up DNS
• DHCP Service
• Activity: Setting Up DHCP
• NTP
• IPAM

Module 2 – Infrastructure

2.1 Cabling Solutions
• Media Types
• Activity: Testing a Fiber Optic Cable
• Plenum vs.PVC
• Connector Types
• Activity: Crimping on an RJ-45 Connector
• Transceivers
• Termination Points
• Activity: Terminating Cable to a 110 Block
• Copper Cable Standards
• Copper Termination Standards
• Activity: Creating a Crossover Cable
• Ethernet Deployment Standards
2.2 Network Device Placement and Installation
• Network Interface
• Repeater
• Hub
• Bridge
• Switch
• Router
• Modem
• Wireless Access Point
• Activity Setting up a WAP
• Firewall
• Media Converter
• Wireless Range Extender
• VoIP Endpoint
2.3 Advanced Network Devices
• Multilayer Switch
• Wireless Controller
• Load Balancer
• IDS/IPS
• Proxy Server
• Activity Configuring Proxy Settings
• VPN Concentrator
• AAA/RADIUS Server
• UTM Appliance
• NGFW/Layer 7 Firewall
• VoIP PBX
• VoIP Gateway
• Content Filter
2.4 Virtualization and Network Storage Technologies
• Virtual Networking Components
• Network Storage Types
• Connection Types
• Jumbo Frames
2.5 WAN Technologies
• Service Types
• Transmission Mediums
• Characteristics of Service
• Activity Configuring WAN Links
• Termination

Module 3 – Network Operations

3.1 Documentation
• Diagram Symbols
• Standard Operating Procedures/Work Instructions
• Logical vs. Physical Diagrams
• Rack Diagrams
• Change Management Documentation
• Wiring and Port Locations
• IDF/MDF Documentation
• Labeling
• Network Configuration and Performance Baselines
• Inventory Management
• Activity Using Documentation
3.2 Business Continuity and Disaster Recovery
• Availability Concepts
• Recovery
• Activity Backing Up Your Data
• MTTR
• MTBF
• SLA Requirements
3.3 Scanning, Monitoring, and Patching
• Processes
• Event Management
• SNMP Monitors
• Metrics
• Activity: Testing the Network
3.4 Remote Access Methods
• VPN
• RDP
• SSH
• VNC
• Telnet
• HTTPS/Management URL
• Remote File Access
• Out-of-Band Management
• Activity: Making Remote Connections
3.5 Policies and Best Practices
• Privileged User Agreement
• Password Policy
• On-boarding/Off-boarding Procedures
• Licensing Restrictions
• International Export Controls
• Data Loss Prevention
• Remote Access Policies
• Incident Response Policies
• BYOD
• AUP
• NDA
• System Life Cycle
• Safety Procedures And Policies
• Activity: Creating Policies and Procedures

Module 4 – Network Security

4.1 Physical Security Devices
• Detection
• Prevention
4.2 Authentication and Access Control
• Authorization, Authentication, and Accounting
• Multifactor Authentication
• Access Control
• Activity: Examining Access Control Mechanisms
4.3 Basic Wireless Network Security
• WPA
• WPA2
• TKIP-RC4
• CCMP-AES
• Authentication and Authorization
• Geofencing
• Activity: Demonstrating the Need for Wireless Security
4.4 Common Network Attacks
• DoS
• Social Engineering
• Insider Threat
• Logic Bomb
• Rogue Access Point
• Evil Twin
• War-driving
• Phishing
• Ransomware
• DNS Poisoning
• ARP Poisoning
• Spoofing
• Deauthentication
• Brute Force
• VLAN Hopping
• Man-in-the-Middle
• Exploits vs. Vulnerabilities
• Activity Conducting a Phishing Attack
4.5 Network Device Hardening
• Changing Default Credentials
• Avoiding Common Passwords
• File Hashing
• Generating New Keys
• Activity Supporting Secure Authentication and Encryption
• Upgrading Firmware
• Patching and Updates
• Disabling Unnecessary Services
• Using Secure Protocols
• Disabling Unused Ports
4.6 Common Mitigation Techniques
• Signature Management
• Device Hardening
• Change Native VLAN
• Switchport Protection
• Network Segmentation
• Privileged User Account
• File Integrity Monitoring
• Role Separation
• Restricting Access Via ACLs
• Honeypot/Honeynet
• Penetration Testing
• Activity: Implementing a Honeypot

Module – Network Troubleshooting and Tools

5.1 Network Troubleshooting Methodology
• Identify the Problem
• Establish a Theory of Probable Cause
• Test the Theory to Determine the Cause
• Establish a Plan of Action to Resolve the Problem and Identify Potential Effects
• Implement the Solution or Escalate as Necessary
• Verify Full System Functionality and , if Applicable, Implement Preventive Measures
• Document Findings, Actions, and Outcomes
5.2 Using the Appropriate Tool
• Hardware Tools – Basic Hand Held
• Hardware Tools – Analyzers
• Activity: Troubleshooting with Hardware Tools
• Software Tools – Testers and Analyzers
• Activity: Troubleshooting with Software Tools
• Software Tools – Command Line
• Activity: Using Command Line Tools
5.3 Troubleshoot Wired Connectivity and Performance
• Signal Issues:
o Attenuation
o Latency
o Jitter
o Crosstalk
o EMI
• Activity Troubleshooting Signal Problems
• Physical Issues:
o Open/short
o Incorrect pin-out
o Incorrect Cable Type
o Bad Port
o Damaged cable
o Bent pins
• Transceiver Issues:
o Transceiver mismatch
o TX/RX reverse
o Duplex/speed mismatch
• Activity: Troubleshooting Transceiver Problems
• Traffic Flow Issues:
o Bottleneck
o VLAN mismatch
o Network connection LED status indicators
5.4 Troubleshoot Wireless Connectivity and Performance
• Signal Loss:
o Attenuation
o Reflection
o Refraction
o Absorption
• Latency & Jitter
• Antenna Issues:
o Incorrect antenna type
o Incorrect antenna placement
• Incorrect WAP type
• WAP Issues:
o Interference
o Channel overlap
o Overcapacity
o Distance limitations
o Frequency mismatch
o Power levels
o Signal-to-noise ratio
• WAP Misconfiguration:
o Wrong SSID
o Wrong passphrase
o Security type mismatch
• Activity Troubleshooting WAP Issues
5.5 Troubleshoot Common Network Service Issues
• Common Network Issues:
o Physical Connectivity
o Incorrect IP Address
o Incorrect Gateway
o Incorrect Netmask
o Names Not Resolving
o Untrusted SSL Certificate
• DHCP Issues:
o Duplicate IP Addresses
o Expired IP Address
o Rogue DHCP
o Exhausted DHCP Scope
• Firewall/ACL Issues:
o Blocked TCP/UDP Ports
o Incorrect Host-based Firewall Settings
o Incorrect ACL Settings
• Advanced Network Issues:
o DNS Server Issues
o Duplicate MAC Addresses
o Incorrect Time
• Unresponsive Service
• Hardware Failure
• Activity Case Study: Troubleshooting an Unusual Network Issue

4. Microsoft MTA 98-349 Windows Operating System Fundamentals (1 EXAM)

Lesson Features
• Instructor Support Program
• Student Support Program
• Additional Resources
• About the Microsoft Technology Associate (MTA) Certification
• MOAC MTA Technology Fundamentals Reviewers
Lesson 1: Installing and Upgrading Client Systems
• Key Terms
• Understanding Windows Systems
• Understanding Installation Types
• Skill Summary
• Knowledge Assessment
• Case Scenarios
Lesson 2: Understanding Operating System Configurations
• Key Terms
• Understanding User Accounts
• Configuring and Optimizing User Account Control (UAC)
• Configuring Windows 10
• Configuring Hyper‐V
• Skill Summary
• Knowledge Assessment
• Case Scenarios
Lesson 3: Understanding Native Applications, Tools, Mobility, and Remote Management and Assistance
• Key Terms
• Configuring Internet Explorer
• Configuring Microsoft Edge
• Configuring Cortana
• Introducing Accessory Programs
• Supporting Mobile Access and Data Synchronization
• Using Windows Mobility Center
• Accessing a Computer Remotely
• Skill Summary
• Knowledge Assessment
• Case Scenarios
Lesson 4: Managing Applications, Services, and Disks
• Key Terms
• Configuring Applications
• Managing Windows Store Apps
• Understanding Services
• Using MSConfig (System Configuration Utility)
• Managing Processes and Applications with Task Manager
• Understanding Storage
• Encrypting and Compressing Files and Folders
• Skill Summary
• Knowledge Assessment
• Case Scenarios
Lesson 5: Managing Devices
• Key Terms
• Understanding Cloud Storage
• Understanding Printing Devices
• Understanding System Devices and Device Drivers
• Skill Summary
• Knowledge Assessment
• Case Scenarios
Lesson 6: Understanding File and Print Sharing
• Key Terms
• Understanding File and Printer Sharing Basics
• Configuring HomeGroup Connections
• Creating Public, Basic, and Advanced Shares
• Configuring Printer Sharing
• Skill Summary
• Knowledge Assessment
• Case Scenarios
Lesson 7: Maintaining, Updating, and Protecting Windows 10
• Key Terms
• Exploring Built-in Maintenance Tools
• Maintaining the Windows Registry
• Configuring and Managing Updates
• Defending Your System from Malicious Software
• Skill Summary
• Knowledge Assessment
• Case Scenarios
Lesson 8: Understanding Backup and Recovery Methods
• Key Terms
• Understanding Local, Network, and Automated Backup Methods
• Restoring Previous Versions of Files and Folders
• Configuring System Recovery
• Skill Summary
• Knowledge Assessment
• Case Scenarios

Who are CompTIA?

 

CompTIA are one of the two certification bodies that will be awarding your certifications upon the successful passing of your exams. CompTIA is a globally recognised certification body, allowing you to take your certifications any where on the planet and have them acknowledged and accepted.

 

MeasureUP practice tests included  

As part of this course, you will get access to MeasureUP practice tests to help prepare you for your exams. MeasureUP practice tests are endorsed by a range of certification bodies such as CompTIA, Microsoft, and Cisco.

Features of MeasureUP practice tests:

  • Questions are similar to exam questions, allowing you to test your knowledge of exam objectives
  • Detailed explanations for both correct and distractor answers reinforce the material
  • ‘Study Mode’ covers all objectives ensuring topics are covered
  • ‘Certification Mode’ (timed) prepares students for exam taking conditions
  • Instant, drill-down score reports tell you exactly the areas to focus on

Watch this video to learn more about MeasureUP practice tests.

How long do I have to complete the course?  

You have 12 months to complete the courses and take the exams.  

What career paths are available to me through this course?

 

  • IT Support Technician
  • IT Support Analyst
  • IT Support Assistant
  • Helpdesk Support Assistant
  • Helpdesk Analyst
  • Network Engineer
  • Network Consultant
  • IT Manager
  • IT Consultant
  • Systems Administrator
  • Office 365 Administrator

Further questions?

If you have any further questions about this course, please call us on 020 7183 8790 or drop us an email at [email protected] We’re available Mon-Fri, 9am-6pm. Our support team will be happy to answer any questions you may have.

 

Would you like to see a demo?  

Complete the form below and we’ll be in contact to arrange a demo of the course material and features. You can also use this form to arrange a call back. We’re happy to discuss this course and career program with you in more depth.