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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 THAT HAS PASSED THE END DATE: |
| Further Education and Training Certificate: Information Technology: Technical Support |
| SAQA QUAL ID | QUALIFICATION TITLE | |||
| 78964 | Further Education and Training Certificate: Information Technology: Technical 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 | ||
| Further Ed and Training Cert | 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 | 163 | Level 4 | NQF Level 04 | Regular-Unit Stds Based |
| REGISTRATION STATUS | SAQA DECISION NUMBER | REGISTRATION START DATE | REGISTRATION END DATE | |
|
Passed the End Date - Status was "Reregistered" |
SAQA 9999/99 | 2018-07-01 | 2023-06-30 | |
| LAST DATE FOR ENROLMENT | LAST DATE FOR ACHIEVEMENT | |||
| 2026-06-30 | 2029-06-30 | |||
| 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 replaces: |
| Qual ID | Qualification Title | Pre-2009 NQF Level | NQF Level | Min Credits | Replacement Status |
| 24293 | National Certificate: Information Technology: Technical Support | Level 4 | Level TBA: Pre-2009 was L4 | 163 | Complete |
| PURPOSE AND RATIONALE OF THE QUALIFICATION |
| Purpose of the qualification:
The purpose of this qualification is to build a foundational entry into the field of Computer Sciences and Information Technology, specifically into the field of Systems Support, covering basic knowledge needed for further study in the field of Systems Support at Higher Education Levels. The qualification can 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 entry-level Systems Support professional with a good fundamental knowledge of the Information Technology field, coupled with interpersonal and business skills, allowing for specialisation in one of the following Systems Support fields: The qualification is designed to: Rationale of the qualification: This qualification has been formulated such that it reflects the workplace-based needs of the Information Technology Industry as expressed by its stakeholders. The input has been used to ensure that the qualification provides the learner with accessibility to be employed within the IT Industry. The introduction of national qualifications in Information Technology based on unit standards will allow learners to qualify for a national qualification by accumulating the required credits via short learning programmes or workplace practical experience or both. It also allows learners to achieve the qualifications through recognition of prior learning and/or learnerships schemes, overcoming past barriers in the methods of achieving formal qualifications. Academically this National Certificate is intended to be an entry-level qualification in the area of Systems Support. The qualification builds on knowledge areas covered in National Certificates and short learning programmes at NQF level 2 to 4, and it facilitates entry into the Systems Support field. It aims to enhance readiness for further study in Information Technology and related fields at the Further Education level, provides a pathway into further study at Higher Education level, as well as providing for initial employment in the computer industry. One of the most important needs for this qualification is to provide for the recognition of prior learning. There are currently no unit standards based registered qualifications in the Systems Support area. However, hardware and networks are being installed, maintained and upgraded on a daily basis in a number of different industry sectors. People with workplace experience in the areas covered by this qualification will now be allowed to request assessment and get recognition for prior learning. The qualification provides the learner with the flexibility to articulate in the IT environment with a wide variety of specialisation options and articulation within the Telecommunications, Information Technology and Electronic Industries and other industries where IT is a key component, like the Financial Services Industry. |
| LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
| It is assumed that the learner is competent in skills gained at the further education and training band, with exposure to computing as an advantage, but not a requirement. A learning assumption of this qualification is foundational skills in English and Mathematics at NQF level 3. Further learning assumed is the ability to use a personal computer competently, and competence in the unit standard, "Participate in formal meetings", NQF Level 2 (ID 14911).
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 learnerships 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) Many of the competencies used in the Information Technology profession has traditionally been acquired through short courses and on-the-job training, which did not provide formal recognition of the knowledge and skills acquired. These competencies are still today viewed by most industries as invaluable, with the sad reality that there is no formal recognition. The nature of the Information Technology field means that competence is developed experientially, therefore the assessment processes should recognise experience versus theoretical knowledge. Recognition of prior learning will now allow people with these valuable competencies to be assessed and recognised formally. Any learner wishing to be assessed may arrange to do so without having to attend further education or training. For recognition of prior learning the learner will be required to submit a portfolio of evidence of relevant experience, in a prescribed format, to be assessed for formal recognition. The assessor and learner will decide jointly on the most appropriate assessment procedures, subject to the assessment rules of the relevant ETQA. Learning assumed to be in place must be assessed by the assessor prior to any assessment relating to this qualification. |
| RECOGNISE PREVIOUS LEARNING? |
| Y |
| QUALIFICATION RULES |
| The Qualification consists of a Fundamental, a Core and an Elective Component.
To be awarded the Qualification learners are required to obtain a minimum of 163 credits as detailed below. Fundamental Component The Fundamental Component consists of Unit Standards in: It is compulsory therefore for learners to do Communication in two different South African languages, one at Level 4 and the other at Level 3 All Unit Standards in the Fundamental Component are compulsory. The Fundamental Component consists of Unit Standards to the value of 56 credits all of which are compulsory. Core Component The Core Component consists of Unit Standards to the value of 77 credits all of which are compulsory. Elective Component The elective component consists of a number of specialisations. Learners are to choose a specialisation and complete unit standards totalling 30 credits from those listed for the specialisation. Below is a list of the elective unit standards that are grouped per specialisation field. A minimum of 30 credits from any one specialisation field is needed to be recognised as a specialisation field. Depending on the credits achieved, more than one specialisation field might be printed on the qualification certification documentation. Specialisation Field: Hardware and Infrastructure Support for Personal Computers. 14922; Demonstrate knowledge of principles of electronic logic for computing ; L4; 9 credits 14929; Describe Computer Cabling ; L4; 4 credits 14934; Demonstrate an Understanding of Hardware Components for Personal Computers or Hand-held Computers ; L4; 7 credits 14939; Assemble a Personal Computer or Hand-held Computer and peripherals from modules ; L4; 7 credits 14935; Repair Peripherals for a Personal Computer or Hand-held Computer to Module Level; L4; 9 credits 14940; Repair a Personal Computer or Hand-held Computer to module level ; L4; 12 credits 14950; Install a Personal Computer or Hand-held Computer and Peripherals ; L4; 7 credits 14943; Install system software and applications software for a Personal Computer or Hand-held Computer; L4; 5 credits Specialisation Field: Data Communications & Networking Support. 14922; Demonstrate knowledge of principles of electronic logic for computing ; L4; 9 credits 14928; Demonstrate knowledge of basic concepts of telecommunications ; L2; 7 credits 14932; Describe Synchronous and Asynchronous Communication with Computers ; L3; 6 credits 14947; Describe data communications ; L3; 4 credits 14942; Demonstrate an understanding of computer network communication ; L4; 9 credits 14931; Install networked computer application software ; L4; 5 credits 14953; Install a Local Area Network ; L4; 10 credits 14937; Apply the Principles of Supporting Users of a Local Area Network ; L4; 7 credits Specialisation Field: Hardware and Infrastructure Support for Office Products. 14922; Demonstrate knowledge of principles of electronic logic for computing ; L4; 9 credits 14936; Describe and install scanning systems ; L4; 3 credits 14946; Describe and install photocopier machines. ; L4; 3 credits 14952; Describe and install a facsimile machine. ; L4; 2 credits 14945; Describe and install computer printers. ; L4; 2 credits 14941; Describe and install colour copiers/printers ; L4; 4 credits 14948; Describe and install high-volume photocopier machines. ; L4; 4 credits Learners choosing this specialisation are to choose additional unit standards from the other specialisations to the value at least 3 credits. |
| EXIT LEVEL OUTCOMES |
| Exit Level Outcomes:
A learner will be able to 1. Communicate effectively with fellow IT staff & users of information systems. 2. Demonstrate an understanding of different types of computer systems and the use of computer technology in business. 3. Demonstrate an understanding of problem solving techniques, and how to apply them in a technical environment. 4. Demonstrate an understanding of Computer Technology Principles. 5. Select and use materials and equipment safely for technological purposes. 6. Work effectively as a team member within a support team. 7. Carry out, under supervision, a small size task to demonstrate knowledge of techniques & skills needed in one or more of the following areas of majoring/specialisation: In addition to the above, unit standards will be utilised to provide depth of specification of the outcomes ranges and the assessment criteria and processes. |
| ASSOCIATED ASSESSMENT CRITERIA |
| Assessment Criteria for Exit Level Outcomes
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. Effective Communication is demonstrated with fellow IT staff & with users of information systems, in the form of written and verbal communication. 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 computers systems and associated hardware and network configurations and investigate (sometimes under supervision) its use within organisations. 3. The ability to identify different problem solving techniques, and when and how to apply them, is demonstrated. 4. A fundamental understanding of Computer Technology Principles are demonstrated by explaining computer architecture, networking and operating systems concepts, as well as different data storage methods. 5. An understanding of use of equipment safely for technological purposes is demonstrated, being able to install, maintain and upgrade hardware or infrastructure in areas of specialisation, according to customers' Service Level Agreements, manufacturers' recommendations and safety regulations. 6. Working effectively as a team member within a support environment, taking part in team activities and understanding different roles within different support teams. 7. The knowledge of the techniques & skills needed in one or more areas of specialisation is demonstrated by carrying out a small size task that is covering the assessment criteria explained in the unit standards selected in the specialising area being assessed in. In addition to the above, unit standards will be utilised to provide depth of specification of the outcomes ranges and the assessment criteria and processes. Furthermore, the assessment process should also cover the following generic components: 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 |
| The concept of qualifications based on unit standards is not unique to South Africa. 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:
Furthermore input to the development of the qualification has been benchmarked against the following International sources, where the outcomes and assessment criteria, degree of difficulty and notional learning time has been compared: This qualification combines the NQF principles and requirements, with Internationally accepted Knowledge Areas required in a System Support Qualification. |
| ARTICULATION OPTIONS |
| Upon successful completion of the qualification, the learner will understand the role of a Systems Support Technician and be able to competently carry out the exit level outcomes of the qualification, in a business environment. The purpose of this qualification is stated as being a foundational qualification at the Further Education and Training band (level 4), allowing for further study in Information Technology and related fields at Higher Education levels. This will allow the qualified learner to progress to further qualifications either in Systems Support or other IT domains, or in other related industries where IT is a key component.
In particular, this qualification has been designed to allow entry into either the National Certificates in Systems Support at NQF level 5 or the National Certificate in Systems Development at NQF level 5, but can also be used as foundational to other IT qualifications that will be defined in future. |
| MODERATION OPTIONS |
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): |
| CRITERIA FOR THE REGISTRATION OF ASSESSORS |
| The criteria to register as an assessor includes the following:
|
REREGISTRATION HISTORY |
| As per the SAQA Board decision/s at that time, this qualification was Reregistered in 2012; 2015. |
| NOTES |
| This qualification replaces qualification 24293, "National Certificate: Information Technology: Technical Support", Level 4, 163 credits.
Knowledge Areas covered by the qualification This qualification addresses the following knowledge areas being developed for the IT qualifications framework, inter alia: Level Description of the qualification: The knowledge areas listed in the notes section of this qualification display competence that are complex and non-routine, which is appropriate at this level. It involves the application of knowledge and skills in a limited range of varied work activities, performed in a wide variety of contexts. Some level of responsibility and autonomy is allowed, where control or guidance of others is often required, although complete responsibility is assumed for the quantity and quality of the individuals own outputs. Collaboration with others, perhaps through membership of a work group or team, may often be a requirement. This also supports the SAQA approved level descriptors at this level, as listed below: Foundational Competence: Progression is manifested by the change from routine responses at level 3 to generation of responses at level 4. Practical Competence: There is evidence of progression in terms of the range of skills, choice of actions and the ability to present information to others. Reflexive Competence: Progression is marked by a significant increase in responsibility for individual outputs and the need to interact with others. At level 4, the learner can assume leadership roles of a limited nature. Qualification Naming and Specialisation Description: The Information Technology sub-field has been broken into various domains, of which Systems Support is one. Qualification names will be linked to these domains, with specialisation descriptions attached to the qualification certification document being produced. The reason for this is firstly to reduce the number of qualifications needed to be registered to a manageable level, and secondly to have the qualification linked to the typical structure of the Information Technology industry. Finally we want to have the qualification certification document to reflect fields of specialisation, for unit standards that has been achieved within listed fields of specialisation. These specialisation fields are defined as part of the elective unit standards for the qualification. This will allow flexibility in future to add new specialisation fields without having to redefine the whole qualification. This is very important to the IT industry which is a very dynamic and fast changing industry. The naming of this qualification is as follows: National Certificate in Information Technology: Technical Support - (NQF level 4), Specialising in one or more of the following fields: A minimum of 20 credits from any one specialisation field is needed. The specialisation field(s) will be printed on the qualification certification documentation. |
| UNIT STANDARDS: |
| ID | UNIT STANDARD TITLE | PRE-2009 NQF LEVEL | NQF LEVEL | CREDITS | |
| Core | 114636 | Demonstrate an understanding of preventative maintenance, environmental and safety issues in a computer environment | Level 3 | NQF Level 03 | 6 |
| Core | 14913 | Explain the principles of computer networks | Level 3 | NQF Level 03 | 5 |
| Core | 14927 | Apply problem solving strategies | Level 4 | NQF Level 04 | 4 |
| Core | 10313 | Comply with service levels as set out in a Contact Centre Operation | Level 4 | NQF Level 04 | 10 |
| Core | 14908 | Demonstrate an understanding of testing IT systems against given specifications | Level 4 | NQF Level 04 | 6 |
| Core | 14926 | Describe information systems departments in business organisations | Level 4 | NQF Level 04 | 3 |
| Core | 14921 | Describe the types of computer systems and associated hardware configurations | Level 4 | NQF Level 04 | 6 |
| Core | 14917 | Explain computer architecture concepts | Level 4 | NQF Level 04 | 7 |
| Core | 14944 | Explain how data is stored on computers | Level 4 | NQF Level 04 | 7 |
| Core | 252210 | Handle a range of customer complaints | Level 4 | NQF Level 04 | 4 |
| Core | 14963 | Investigate the use of computer technology in an organisation | Level 4 | NQF Level 04 | 6 |
| Core | 14920 | Participate in groups and/or teams to recommend solutions to problems | Level 4 | NQF Level 04 | 3 |
| Core | 14919 | Resolve computer user`s problems | Level 4 | NQF Level 04 | 5 |
| Core | 14938 | Resolve technical computer problems | Level 4 | NQF Level 04 | 5 |
| Fundamental | 119472 | Accommodate audience and context needs in oral/signed communication | Level 3 | NQF Level 03 | 5 |
| Fundamental | 119457 | Interpret and use information from texts | Level 3 | NQF Level 03 | 5 |
| Fundamental | 119467 | Use language and communication in occupational learning programmes | Level 3 | NQF Level 03 | 5 |
| Fundamental | 119465 | Write/present/sign texts for a range of communicative contexts | Level 3 | NQF Level 03 | 5 |
| Fundamental | 12154 | Apply comprehension skills to engage oral texts in a business environment | Level 4 | NQF Level 04 | 5 |
| Fundamental | 9015 | Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems | Level 4 | NQF Level 04 | 6 |
| Fundamental | 119462 | Engage in sustained oral/signed communication and evaluate spoken/signed texts | Level 4 | NQF Level 04 | 5 |
| Fundamental | 119469 | Read/view, analyse and respond to a variety of texts | Level 4 | NQF Level 04 | 5 |
| Fundamental | 9016 | Represent analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts | Level 4 | NQF Level 04 | 4 |
| Fundamental | 7468 | Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues | Level 4 | NQF Level 04 | 6 |
| Fundamental | 119459 | Write/present/sign for a wide range of contexts | Level 4 | NQF Level 04 | 5 |
| Elective | 14928 | Demonstrate knowledge of basic concepts of telecommunications | Level 2 | NQF Level 02 | 7 |
| Elective | 14947 | Describe data communications | Level 3 | NQF Level 03 | 4 |
| Elective | 14932 | Describe Synchronous/ Asynchronous Communication with computers | Level 3 | NQF Level 03 | 6 |
| Elective | 14937 | Apply the principles of supporting users of local area networks | Level 4 | NQF Level 04 | 7 |
| Elective | 14939 | Assemble a personal computer or handheld computer and peripherals from modules | Level 4 | NQF Level 04 | 7 |
| Elective | 14942 | Demonstrate an understanding of computer network communication | Level 4 | NQF Level 04 | 9 |
| Elective | 14934 | Demonstrate an understanding of hardware components for personal computers or handheld computers | Level 4 | NQF Level 04 | 7 |
| Elective | 14922 | Demonstrate knowledge of the principles of electronic logic for computing | Level 4 | NQF Level 04 | 9 |
| Elective | 14952 | Describe and install a facsimile machine | Level 4 | NQF Level 04 | 2 |
| Elective | 14941 | Describe and install colour copiers/printers | Level 4 | NQF Level 04 | 4 |
| Elective | 14945 | Describe and install computer printers | Level 4 | NQF Level 04 | 2 |
| Elective | 14948 | Describe and install high-volume photocopier machines | Level 4 | NQF Level 04 | 4 |
| Elective | 14946 | Describe and install photocopier machines | Level 4 | NQF Level 04 | 3 |
| Elective | 14936 | Describe and install scanning systems | Level 4 | NQF Level 04 | 3 |
| Elective | 14929 | Describe computer cabling | Level 4 | NQF Level 04 | 4 |
| Elective | 14953 | Install a local area network | Level 4 | NQF Level 04 | 10 |
| Elective | 14950 | Install a personal computer or handheld computer and peripherals | Level 4 | NQF Level 04 | 7 |
| Elective | 14931 | Install networked computer application software | Level 4 | NQF Level 04 | 5 |
| Elective | 14943 | Install system software and application software for a personal computer or hand-held computer | Level 4 | NQF Level 04 | 5 |
| Elective | 14940 | Repair a personal computer or hand-held computer to module level | Level 4 | NQF Level 04 | 12 |
| Elective | 14935 | Repair peripherals for a personal computer or handheld computer to module level | Level 4 | NQF Level 04 | 9 |
| LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: |
| When qualifications are replaced, some (but not all) of their learning programmes are moved to the replacement qualifications. If a learning programme appears to be missing from here, please check the replaced 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. | Bconsult |
| 2. | Cape Innovation Technology and Initiative NPC |
| 3. | Careers IT |
| 4. | FET Practical Training Solutions T/A PTS COLLEGE |
| 5. | Ikusasalethu Youth Development Project NPC |
| 6. | Kaelo Computer Training cc |
| 7. | Kgopotso Computer Training |
| 8. | KHANO CONSULTING SERVICES |
| 9. | Learnfast Training Solutions (Pty) Ltd |
| 10. | MPONDO ZENGWENYA TRADING/ta-CICIT ICT and Business College |
| 11. | Puisanong Investment Enterprises (Pty) Ltd t/a Executrain |
| 12. | Rorisang Computer (Pty) Ltd |
| 13. | Shree Institute for Professional Studies Pty Ltd |
| 14. | Silulo Ulutho Technologies |
| 15. | SISEKO TECHNOLOGIES (PTY) LTD |
| 16. | Sisizathu Training (Pty) Ltd |
| 17. | The Finishing College |
| 18. | The Genix Institute (Pty) Ltd |
| 19. | TSHWANE INSTITUTE OF TECHNOLOGY |
| 20. | Two Oceans Leadership Institute |
| 21. | Work Skills Resources CC |
| 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. |