level 2 Infrastructure support(1st Line Engineer)
- Description
- Curriculum
- Reviews
- Grade
This is a more advanced course than Level 1, focusing on hands-on system support, RAID, virtualization, network setup, and security fundamentals. It prepares participants to handle more complex technical issues and foundational infrastructure basics.
By the end of this 6-week program, you will be equipped with the technical skills and practical knowledge needed to excel in entry-level IT support roles.
Infrastructure Mastery
- Gain in-depth knowledge of IT infrastructure components, RAID configurations, virtualization environments, and storage solutions essential for modern IT operations.
Technical Proficiency
- Develop practical troubleshooting skills using both command-line interfaces and graphical tools across Windows and Linux operating systems.
Network Configuration
- Learn to set up and manage networks, implement VPNs, configure VLANs, and secure IT environments against common threats and vulnerabilities.
Career Readiness
- Be fully equipped to handle real-world technical issues as a 1st Line Engineer or IT Support Specialist with confidence and competence.
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2
Module 1: Advanced Hardware and RAIDLearning Objectives:
- Master advanced computer hardware components and their functions
- Understand how RAID configurations enhance performance and reliability
- Develop hardware fault diagnosis and replacement techniques.
Topics Covered:
- Motherboards, CPUs, RAM types and compatibility
- RAID levels (RAID 0, 1, 5, 10) setup and monitoring
- Hardware diagnostics and systematic troubleshooting approaches
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3
Quiz -
4
Assignment
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5
Module 2: OS Management and Command Line Tools
Learning Objectives:
- Master operating system navigation and command-line operations
- Perform advanced OS
- configuration and system health checks
- Automate routine tasks using
- scripts and built-in utilities
Windows Environment
- System utilities: Task Manager,
- Services, Registry Editor
- CMD basics: ipconfig, ping, tracert, netstat
- PowerShell commands for
- advanced system management
Linux Environment
- Bash and terminal commands: ls, cd, grep, chmod
- File system navigation and permission management
- Service management with systemctl
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6
Quiz
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7
Assignment
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8
Module 3: Virtualization and Storage Solutions
Learning Objectives:
By the end of this module, you will be able to deploy and manage virtual machines using industry-standard hypervisors
- Configure different storage solutions based on business requirements
- Optimise resource allocation for virtual environments
Key Technologies Covered:
- Hypervisors: VMware, VirtualBox, Hyper-V
- Storage solutions: SAN, NAS, local SSD/HDD configurations
- Virtual disk creation, snapshots, and VM migration
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9
Quiz
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10
Assignment
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11
Module 4: Networking Essentials (Deep Dive)
Network Fundamental
Master network topologies, protocols, and physical/wireless media. Learn to interpret network diagrams and understand the OSI model in practical applications.
Diagnostic & Troubleshooting
Develop skills in network diagnostics using tools like ping, tracert, nslookup, and Wireshark. Identify and resolve IP address conflicts and connectivity issues.
Configuration & Management
Configure network interface cards, switches, and basic routing. Learn to interpret network metrics and optimize performance for different environments.
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12
Quiz
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13
Assignment
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14
Module 5: Security and System Protection
Learning Objectives:
In this critical module, you'll develop the skills to:
- Implement baseline security protections across various systems
- Detect, identify and respond to common security threats
- Configure access controls and security policies
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15
Quiz
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16
Assignment
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17
Module 6: Systematic Troubleshooting Techniques
Structured Problem Solving
Develop a systematic approach to technical issues using industry-standard troubleshooting methodologies. Learn to properly document problems and solutions for knowledge base development.
Remote Support Tools
Master remote desktop solutions, screen sharing applications, and remote command execution. Practice providing effective support without physical access to equipment.
Advanced Diagnostics
Develop skills in log analysis and error code interpretation across operating systems. Learn to use system monitoring tools to identify performance bottlenecks and recurring issues.
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18
Quiz
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19
Assignment
- 6 Weeks (48 Training Hours)
- 2 sessions per week × 2hrs 30mins
- Small groups for personalised attention
- Weekly assessments and scenario- based quizzes
- Interactive group projects and peer collaboration
- Hands-on labs with real-world tools
- Comprehensive portfolio project
- Real-world simulation exercise
- Detailed instructor feedback
This intensive training programme is specifically designed for:
- Recent graduates of Help Desk Support programmes seeking to advance their technical skills
- Junior IT professionals looking to transition into more technical infrastructure roles
- spiring 1st Line Support Engineers wanting hands-on, practical knowledge
- IT enthusiasts preparing for certifications such as CompTIA Network+ or Security+
No advanced technical experience required—just basic IT knowledge and a passion to learn!
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