SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED QUALIFICATION: 

National Certificate: Information Technology: Systems Support 
SAQA QUAL ID QUALIFICATION TITLE
48573  National Certificate: Information Technology: Systems Support 
ORIGINATOR
SGB Information Systems and Technology 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
MICTS - Media, Information and Communication Technologies Sector Education and Training Authority  OQSF - Occupational Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
National Certificate  Field 10 - Physical, Mathematical, Computer and Life Sciences  Information Technology and Computer Sciences 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  147  Level 5  Level TBA: Pre-2009 was L5  Regular-Unit Stds Based 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Reregistered  SAQA 10105/14  2015-07-01  2018-06-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-06-30   2022-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This qualification does not replace any other qualification and is not replaced by any other qualification. 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
In summary, the purpose of this qualification may be stated as:
To develop learners with the requisite competencies against the skills profile for the systems support career path (The overarching aim being to develop a broader base of skilled ICT professionals to underpin economic growth)

The qualification may be acquired in the traditional way of formal study as well as in the workplace, through learnerships. Acquiring the qualification through learnerships has the potential of addressing the problems of the past, where newly qualified people getting into the industry struggled to get employment, because they were required to have practical experience. The workplace experience can now be gained while acquiring the qualification through the various learnership schemes that are planning to use this qualification.

A qualifying learner at this level will be a well-rounded IT professional building on foundational technical skills acquired at NQF level 4, via the National Certificate in IT Technical Support or equivalent. This qualification is expanding the specialisation(s) started at NQF level 4 into the core field of networking and support, with further specialisation(s) into IT Support fields or in any other related vertical or enabled markets.

The qualification is designed to:
  • Provide qualified learners with an undergraduate entry into the field of networking/systems support, earning credits towards tertiary offerings in the fields of Computer Studies or Computer Science
  • Prepare qualified learners for initial employment in the computer industry.
  • Allow the credits achieved in the National Certificates relating to Information Technology at NQF level 4 to be used as prior learning for this qualification.
  • Allow many of the unit standards listed in this qualification, to be used in Learnership Schemes in the Information Systems and Technology sector, as well as other sectors where Information Technology is a key requirement.

    Research has indicated that in order to qualify for this qualification, learners will need to demonstrate competence in the following:

    1. Ability to use logical methodology to troubleshoot the common types of hardware and software problems typically encountered in the day-to-day operations of an organisation.
    2. Ability to understand the role of technology in the business context.
    3. Ability to create integrated technology-based communication systems for improved business effectiveness.
    4. Ability to store, manage and retrieve knowledge (data) efficiently and effectively to meet organisational requirements.
    5. Ability to ensure secure information systems that will serve to protect the business from data loss and breaches of integrity.
    6. Ability to design and reflect business structure in IT Systems appropriately in order to optimise operating efficiencies, flows of data and resource utilisation within the structure.
    7. Ability to mobilise technical and technology-based resources to solve business problems in a specified context.
    8. Ability to perform cost effectively and efficiently in technology-based projects.
    9. Ability to manage customer relations appropriately.
    10. Ability to operate effectively within a change, release and configuration process.
    11. Ability to utilise technology-based research tools and knowledge-base repositories.
    12. Ability to identify and communicate business opportunities appropriately.
    13. Ability to install, support and maintain end-user applications

    NB This qualification has been developed within a CONTEXTUAL QUALIFICATIONS FRAMEWORK ie electives indicate the context in which the overall learning programme will be designed and assessed. The core components will be the generic base which is expected to be contextualised to meet the unique and specific issues for the ICT sector, and the range of enabled ( vertical ) markets.

    Finally, this qualification has been developed to assist with professionalisation across the Information Technology Industry. It is intended to allow qualified learners to gain membership of registered professional bodies in the ICT industry.

    Rationale of the qualification

    An increasing dissatisfaction of industry employers with the stated lack of ability of the `paper` certified graduates seeking employment in the field of systems support and networking has precipitated a review of the competencies desired by industry.

    Three years of research in the sector has revealed the need for entry level candidates who are capable of applying a range of institutionally acquired skills in the workplace, in the field of systems support, in a manner that adds business value.
    The stated requirement is for the formation of a new set of skills and competencies, within the specific focus of networking/systems support, contextualised as appropriate for a wide range of related industry sectors. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that the learner must be competent in skills gained at the further education and training band. A learning assumption of this qualification is foundational skills in English and Mathematics at NQF level 4. Further learning assumed is the ability to use a personal computer competently.

    The assumed learning can be acquired in the traditional way of formal study as well as in the workplace. Acquiring the competencies in a workplace (either via formal skills programmes or normal on-the-job training) has the potential of addressing the problems of the past, where formal qualifications were only obtainable by way of formal study.

    Recognition of prior learning (RPL)

    This qualification may be achieved through the recognition of prior learning, which includes formal, informal and non-formal learning and work experience.

    Achieving unit standards through RPL
    Any learner wishing to be assessed to achieve credits in respect of any or all of the unit standards specified in this qualification may arrange to do so without having to attend further education or training.

    Achieving the qualification through RPL
    To achieve the qualification through RPL, the learner must submit him/herself to be assessed against the integrated assessment criteria of this qualification. 

    RECOGNISE PREVIOUS LEARNING? 

    QUALIFICATION RULES 
    Rules regarding NQF levels of credits
    The qualification consists of a minimum of 147 credits and has been designed in accordance with the SAQA rules of combination

    Rules regarding Fundamental, Core and Electives
    1. All fundamental outcomes are compulsory for this qualification (40 credits)
    2. All core outcomes are compulsory (77 credits)
    3. A minimum of 30 elective credits need to be completed. 

    EXIT LEVEL OUTCOMES 
    Exit Level Outcomes

    A learner will be able to:
    1. Use a logical methodology to troubleshoot the common types of hardware and software problems typically encountered in the day-to-day operations of a department in an organisation.
    2. Understand the role of technology in the business context.
    3. Demonstrate basic application support skills
    4. Demonstrate operating system support skills
    5. Demonstrate network support skills
    6. Relate business problems and information technology solutions
    7. Demonstrate appropriate technical reporting skills
    8. Demonstrate appropriate customer care in the context of IT support
    9. Function appropriately in a change management process within a support team
    10. Demonstrate hardware support skills for server computers
    11. Demonstrate an understanding of Systems Support contextualised within a selected work area. 

    ASSOCIATED ASSESSMENT CRITERIA 
    In particular, assessors should check that the learner is able to demonstrate an ability to consider a range of options and make decisions, meeting the following criteria:

    1.
    Ability to use a logical methodology to troubleshoot the common types of hardware and software problems is demonstrated by finding a range of problems typically encountered in the day-to-day operations of a department in an organisation, through the appropriate identification/application of different problem solving techniques, knowing when and how to apply these techniques.

    2.
    An understanding of different types of computer systems and the use of computer technology in business is demonstrated, being able to:
  • Describe the different computer systems and associated hardware and network configurations
  • Describe the staffing and the operations, development and control activities in a modern computing environment
  • Demonstrate an understanding of the social and economic implications of the use of computers

    3.
  • Operate a variety of common end-user applications
  • Determine and recommend configuration requirements for common end-user application software installations
  • Install and configure a variety of common end-user applications
  • Troubleshoot common end-user application software related problems

    4.
  • Install and commission a multi-user computer operating system
  • Troubleshoot networked IT systems
  • Maintain a multi-user computer operating system

    5.
  • Describe fundamental networking concepts
  • Use basic administrative tools for at least one network operating system
  • Configure at least one network protocol
  • Install, configure and administer at least one server operating system
  • Implement and administer a departmental local area network infrastructure
  • Implement and administer a Directory Service infrastructure
  • Maintain of a secure local area network
  • Troubleshoot a departmental local area network

    6.
  • Identifying and recommending appropriate IT solutions to business problems

    7.
  • Write a short analytical report

    8.
  • Communicating Effectively with customers
  • Effectively Assessing and responding to customer needs
  • Maintaining positive customer relations

    9.
  • Working effectively as a team member within a support environment, taking part in team activities and understanding different roles within different support teams
  • Understanding the change management process in a support environment

    10.
  • Describe server functions and hardware components, relating it to desktop computers
  • Install and configure server computer hardware components and peripherals
  • Troubleshoot server hardware components and peripherals
  • Maintain server computer hardware and peripherals

    11.
    The knowledge of the techniques and skills needed for the qualification is demonstrated by carrying out a medium sized task that covers the assessment criteria outlined in the Unit Standards selected, and applying them in a chosen work area.

    Furthermore, the assessment process should also cover the following generic components:
  • Measure the quality of the observed practical performance as well as the theory and underpinning knowledge behind it;
  • Use methods that are varied to allow the learner to display thinking and decision making in the demonstration of practical performance;
  • Maintain a balance between practical performance and theoretical assessment methods to ensure each is measured in accordance with the level of the qualification; and
  • Ensure that the relationship between practical and theoretical is not fixed but varies according to the outcomes being assessed.

    Assessment of Critical Cross-field Outcomes
    To ensure applicability of Fundamental and Critical Cross-field Outcomes, this should be assessed as part of Core and Elective assessments.

    Integrated Assessment

    Development of the competencies may be through a combination of formal and informal learning, self-learning, training programmes and work-based application.
    The practical, applied, foundational and reflexive competencies demonstrated for the group of assessment criteria in this qualification, must prove that the whole competence is more than the sum of the parts of the competencies.
    Providers should conduct diagnostic and formative assessment. Formative, continuous and diagnostic assessments should also take place in the work place, if applicable. The learner should also be able to assess him or herself and determine readiness for a summative assessment against this qualification.

    During integrated assessments the assessor should make use of formative and summative assessment methods and should assess combinations of practical, applied, foundational and reflexive competencies. Input to completing the Integrated Assessment typically makes use of combinations of the following assessment methods:
    1. Time-constrained written examinations
    2. Coursework Evaluations
    3. Continuous Evaluation
    4. Practical Evaluation
    5. Evaluation of Portfolios of Evidence 

  • INTERNATIONAL COMPARABILITY 
    This qualification and unit standards have been evaluated against, and are comparable to core knowledge and specialised knowledge elements found in the following International Qualifications Frameworks:
  • New Zealand NQF,
  • Australian NQF,
  • British NVQs.

    Furthermore, input to the development of this qualification has been compared against international standards and qualifications, specifically those of New Zealand, Australia and Scotland. International and South African support for the proposed conceptual framework and content is evidenced in the following:
  • CompTIA`s A+ and N+ certification
  • Microsoft MCSE certification
  • Existing tertiary programmes at Certificate level
  • City and Guilds Certificate and Diploma for IT Technicians (refer 7261 IT Scheme administered by ISETT),
  • NCC Education`s International Certificate and Diploma in Computer Studies for IT Professionals,
  • The wide and narrow consultative process, and formal research, reflected in the supporting design report that accompanies this qualification submission. 

  • ARTICULATION OPTIONS 
    Upon successful completion of the qualification, the qualifying learner will have a thorough understanding of the role of an IT Systems Support person and be able to competently carry out the exit level outcomes of the qualification, in a business environment. The qualification may be acquired in the traditional way of formal study as well as in the workplace, through learnerships.

    A qualifying learner at this level will be a well-rounded IT professional building on foundational technical skills acquired at NQF level 4, via the National Certificate in IT Technical Support or equivalent. This qualification is expanding the specialisation(s) started at NQF level 4 into the core field of networking and support, with further specialisation(s) into IT Support or in any other related vertical or enabled markets.

    This qualification was developed to allow for further study in Information Technology and related fields at Higher Education levels. It will allow the qualified learner to progress to further qualifications either in Systems Support or other IT domains, or in related industries where IT is a key component. In particular, this qualification has been designed to allow entry into the National Diploma in Systems Support at NQF level 5 and into current tertiary qualifications at National Diploma level. 

    MODERATION OPTIONS 
  • Anyone assessing a learner or moderating the assessment of a learner against this qualification must be registered as an assessor, at the appropriate level, with the relevant ETQA.
  • Any institution offering learning that will enable the achievement of this qualification must be approved as a provider with the relevant ETQA.
  • Assessment and moderation of assessment will be overseen by the relevant ETQA according to the ETQA`s policies and guidelines for assessment and moderation; in terms of agreements reached around assessment and moderation between ETQAs (including professional bodies).
  • Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standards, exit level outcomes as well as the integrated competence described in this qualification.
  • Moderation should also encompass achievement of the competence described both in individual unit standards as well as the integrated competence described in the qualification.
  • Anyone wishing to be assessed against this Qualification may apply to be assessed by any assessment agency, assessor or provider institution that is accredited for assessment by the relevant ETQA.

    To ensure that national standards are maintained, the final assessment should be conducted on the following basis, which will be under the control of the relevant ETQA`s (ISETT SETA or other relevant ETQA`s):
  • Integrated assessment of the learner needs to be undertaken using the necessary assessment tools (viz. ETQA approved assessor guides) to ensure consistent integrated assessment. The setting of assessor guides can be performed by the ETQA itself or a nominated body or bodies.
  • Assessment can be institutional and/or workplace based, but must be done by a registered assessor.
  • External moderation will be undertaken as required, to ensure that the quality of NQF standards are maintained nationally. 

  • CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    The criteria to register as an assessor include the following:
  • Assessors should be registered as assessors with the relevant ETQA, in accordance with the policies and procedures defined by the ETQA.
  • Have a relevant academic qualification or equivalent recognition, at a level higher than the qualification being assessed. In addition the person will need to have at least two years industry experience.
  • All registered assessors must at least have met the requirements of the generic assessor standard, and should be certificated by the ETDP SETA or by the relevant ETQA in agreement with the ETDP SETA in this regard.
  • For the assessment of IT specific unit standards, assessors must have competency in the skills specified in the unit standard or specialisation area. 

  • REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this qualification was Reregistered in 2012; 2015. 

    NOTES 
    Supporting documentation to this document has been created to suggest ETQA guidelines for learnership implementations of this qualification. It contains additional information to support the implementation of this qualification, for example, it lists the knowledge areas covered by the qualification, the ways in which the learning assumed to be in place can by acquired, different ways in which learnerships (that will lead to this qualification) can be implemented, etc. 

    UNIT STANDARDS: 
      ID UNIT STANDARD TITLE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
    Core  114054  Administer a local area computer network  Level 5  Level TBA: Pre-2009 was L5 
    Core  114074  Demonstrate an understanding of different computer network architectures and standards  Level 5  Level TBA: Pre-2009 was L5 
    Core  114046  Demonstrate an understanding of issues affecting the management of a local area computer network (LAN)  Level 5  Level TBA: Pre-2009 was L5 
    Core  114060  Demonstrate an understanding of local area computer networks, by installing a networked workstation  Level 5  Level TBA: Pre-2009 was L5 
    Core  114058  Demonstrate an understanding of the concepts of Multi-User computer Operating systems  Level 5  Level TBA: Pre-2009 was L5 
    Core  114061  Demonstrate an understanding of Wide Area Computer Networks (WAN`s), comparing them with Local Area Networks (LAN`s)  Level 5  Level TBA: Pre-2009 was L5 
    Core  114052  Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement  Level 5  Level TBA: Pre-2009 was L5 
    Core  114056  Describe enterprise systems management and its role in IT systems support  Level 5  Level TBA: Pre-2009 was L5 
    Core  114075  Design a local area computer network for a departmental office environment  Level 5  Level TBA: Pre-2009 was L5 
    Core  114072  Install and commission a local area computer network  Level 5  Level TBA: Pre-2009 was L5 
    Core  114047  Install and configure a multi-user networked operating system  Level 5  Level TBA: Pre-2009 was L5 
    Core  114053  Monitor and maintain a multi-user networked operating system  Level 5  Level TBA: Pre-2009 was L5 
    Core  114066  Test Networked IT systems against given specifications  Level 5  Level TBA: Pre-2009 was L5 
    Fundamental  114076  Use computer technology to research a computer topic  Level 4  NQF Level 04 
    Fundamental  10135  Work as a project team member  Level 4  NQF Level 04 
    Fundamental  114183  Apply the principles of resolving problems for single-user and multi-user computer operating systems  Level 5  Level TBA: Pre-2009 was L5 
    Fundamental  114051  Conduct a technical practitioners meeting  Level 5  Level TBA: Pre-2009 was L5 
    Fundamental  114055  Demonstrate an awareness of ethics and professionalism for the computer industry in South Africa  Level 5  Level TBA: Pre-2009 was L5 
    Fundamental  114059  Demonstrate an understanding of estimating a unit of work and the implications of late delivery  Level 5  Level TBA: Pre-2009 was L5 
    Fundamental  114050  Explain the principles of business and the role of information technology  Level 5  Level TBA: Pre-2009 was L5 
    Fundamental  8252  Writing business reports in Retail/Wholesale practices  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114062  Assemble a server computer and peripherals from modules  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114048  Create database access for a computer application using structured query language  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114049  Demonstrate an understanding of Computer Database Management Systems  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114063  Install a server computer and peripherals  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114064  Install and commision multi-user application software for a server computer  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114073  Install and commission multi-user system software on a server computer  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114057  Install high-volume/Hign-Speed computer cabling for server computer system  Level 5  Level TBA: Pre-2009 was L5  10 
    Elective  114065  Maintain and repair a server computer to module level  Level 5  Level TBA: Pre-2009 was L5  10 
    Elective  114042  Maintain and repair colour photocopiers/printers  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114182  Maintain and repair computer printers  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114067  Maintain and repair facsimile (fax) machines  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114070  Maintain and repair high-volume photocopier machines  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114071  Maintain and repair photocopier machines  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114068  Maintain and repair scanning systems  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114077  Maintain and repair server computer peripherals to module level  Level 5  Level TBA: Pre-2009 was L5  10 
    Elective  114045  Operate an enterprise server computer system  Level 5  Level TBA: Pre-2009 was L5 
    Elective  114043  Support a local area computer network  Level 5  Level TBA: Pre-2009 was L5  10 
    Elective  114069  Administer security systems for a multi-user computer system  Level 6  Level TBA: Pre-2009 was L6  15 
    Elective  114044  Demonstrate an understanding of change management for computer systems  Level 6  Level TBA: Pre-2009 was L6 


    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. 2 KO International 
    2. Academy of Business and Computer Studies- PTA 
    3. Agattu Trading 273 (Pty) Ltd 
    4. AUM IT Solutions 
    5. Best Information Solutions 
    6. Boston Technology Campus (Pty) Ltd 
    7. Broadband College of Technology 
    8. Bytes People Solutions A Division of Altron TMT (Pty) Ltd 
    9. Calicom Trading 215 (Pty) Ltd 
    10. Careers IT (Pty) Ltd 
    11. Columbus Technologies Pty Ltd 
    12. Critical Skills Training (Pty) Ltd 
    13. CTU Training Solutions 
    14. Cyberfox 
    15. Cyberlik IT Solutions 
    16. Delight Computer Training 
    17. DESTO (PTY) LTD 
    18. DL Trading Enterprise 
    19. Egsibit Training and Development 
    20. Ekasi IT Solutions CC 
    21. EOH Abantu (Pty) Ltd 
    22. Ericsson South Africa (Pty) Ltd 
    23. Falcon Business Institute (Pty) Ltd 
    24. Gijima Holdings (Pty) Ltd 
    25. Hlanganani ICT (Pty) Ltd 
    26. IALE School of Advanced Learning and Education (Pty) Ltd 
    27. Ict International Consulting Training Worx Pty Ltd 
    28. In Excess Trading 22 T/A ATTI Polokwane 
    29. Information Technology Resource Centre 
    30. Isibani Business College & IT College (Pty) Ltd 
    31. iSolve Business Solutions (Pty) Ltd 
    32. IT Certification Academy 
    33. IT SA Computer Services Solutions (Pty) Ltd 
    34. IT Schools Innovation (Pty) Ltd 
    35. Ithemba Lentsha Skills Development Institute (Pty) Ltd 
    36. Johannesburg City College (Pty) Ltd 
    37. Jonda Learnership Academy 
    38. Kezla Investments 
    39. Konani Training and Development Institute 
    40. Kondi Computer Training 
    41. Loxtion Server CC 
    42. Makhophila Business Enterprise 
    43. Mass Computer Training And Printers 
    44. MasterGrade IT 
    45. NET2G Technologies (Pty) Ltd t/a EduCampus 
    46. NetCampus (Pty) Ltd. 
    47. Nextgen Training Solutions (Pty) Ltd 
    48. On the Ball College Pty ltd 
    49. Phokophela Investment Holdings (Pty) Ltd 
    50. Pinetown Institute of Technology 
    51. PROCOMPUTRAIN COLLEGE 
    52. Quantum Career Development (PTY) LTD 
    53. Revolution Media Academy (Pty) Ltd 
    54. Richfield Graduate Institute of Technology Pty Ltd 
    55. St Austins College (Pty) Ltd 
    56. Technology Corporate Management (Pty) Ltd 
    57. Titan Trade Technologies (Pty) Ltd 
    58. Torque Technical Computer Training (Pty) Ltd 
    59. Tshedza Training Technologies (Pty) Ltd 
    60. Umzinyathi Telecommunications (Pty) Ltd 
    61. Vuthlari Marketing Consulting 
    62. Work Skills Resources 
    63. Xantium Trading 304 
    64. Xtensive ICT Academy (Pty) Ltd 
    65. Xylo Trading 12 (Pty) Ltd 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.