Get the skills towards a career in IT Support with Software Quality Assurance

Duties & Responsibilities

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

Admissions Requirements

• 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.

Required Skills and Personal Attributes

• 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

Competencies Upon Completion Core Courses

• 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