IT Support with Software Quality Assurance (Also Offered in Distance Learning)

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Program Info:

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.

Program Objective

The IT Support with Software QA diploma program will equip students with the practical skills required for a real-time work environment. Students will learn to support end user and team members per ITIL standards in organizations utilizing a range of applications, including Oracle, SAP, and Salesforce, in addition to regular local-area networks (LANs), PC hardware, and operating systems (Oss). Students will learn to identify, troubleshoot, and resolve issues encountered by end users in performing their duties, including local-area (LAN) and wide-area networks (WAN) issues, and access/support to office applications and desktop OSs. Students will learn tools and techniques to aid organizations and decision-makers in the technical design, implementation, and support of all network and application solutions, including initial server access throughout the entire lifecycle per ITIL standards. Students will also gain the knowledge and skills needed to manage support-related aspects of IT infrastructure in various organizational settings.

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

Method of Delivery

Combination of:

  • Integrated Learning System™ training facilitated by Academy of Learning Career College facilitators
  • Instructor-led classroom learning

Program fees include student manuals and all other course materials. Financial assistance may be available to those who qualify. Graduation requirements: In order to obtain a diploma, students must obtain an overall average of 75% or better, with no final course mark below 60%.

Available at...

Career Opportunities

Careers in the world of information technology and software quality assurance are increasingly growing. They include, but are not limited to:

  • Computer network/network support technician
  • User support technician
  • Hardware installation/support technician/analyst
  • Help desk technician/analyst
  • Systems and technical support analyst
  • Software or technical sales representative/specialist
  • Information systems analyst/consultant
  • Software QA analyst
  • Software tester

These and similar career paths can be realized through the employment with businesses and organizations in a variety of industries, not limited to just the IT industry.

Duties and 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

Competencies upon Completion

  • 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
  • Program Type:


  • Anticipated salary:

    (Information from PayScale Canada)

  • Program Duration:

    30 Weeks

  • Program Category:

    Information Technology (IT)

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