Curriculum: IT Support L1 + L2

Täienduskoolituse õppekava – AConsultIT Academy (AConsultIT OÜ, registry code 17431974). Version 1.0, approved 14 September 2026.

1. Curriculum title

IT Support L1 + L2 (L1 and L2 are the Academy's own course levels, not Estonian qualification levels)

2. Curriculum group

Database and network design and administration (ISCED-F 0612); registered under the ICT interdisciplinary curriculum group.

3. Purpose

To prepare the learner for first- and second-line IT support work: understanding computer hardware, operating systems, networking, cloud and security fundamentals, and applying a structured troubleshooting and ticketing workflow in a help desk or system administration environment.

4. Target group and entry conditions

Adults starting a career in IT support, career changers and junior technicians who want a structured foundation. No prior IT work experience is required. Basic computer skills and the ability to follow instruction in Arabic or English are sufficient.

5. Volume

28 academic hours (1 academic hour = 45 minutes), of which recorded lessons 7 academic hours, practical work (labs and support tickets) 19 academic hours, and quizzes and examinations 2 academic hours. The course is delivered fully online as guided independent study; there is no classroom contact study and no workplace practice. Practice tickets are simulated and do not constitute work experience.

6. Learning outcomes

On completion of the course the learner:

• identifies the main branches of IT and IT support career tracks;
• identifies the CPU, RAM, storage and motherboard and explains their roles; distinguishes system software from application software;
• uses File Explorer and the Linux terminal and explains the file-system hierarchy; performs basic Windows and Linux administration tasks (users, permissions, services, updates);
• explains how data travels from a device to a server; reads an IPv4 address; explains the role of DNS and HTTP; distinguishes 2.4 GHz and 5 GHz Wi-Fi and explains SSID and WPA;
• creates and manages users, groups and organisational units in Active Directory;
• differentiates IaaS, PaaS and SaaS using Azure and AWS examples;
• explains the confidentiality–integrity–availability triad, uses a password manager, enables multi-factor authentication, and recognises phishing and social-engineering attempts;
• explains the Tier 1/2/3 escalation model and first-responder duties, applies a six-step troubleshooting method (e.g. to a Windows computer that will not boot), and files and tracks a professional ticket against a service-level agreement in a ticketing system such as Jira, Zendesk or ServiceNow;
• describes the ITIL service-management basics relevant to a service desk (incident, request, problem, change);
• explains backup types and basic disaster-recovery principles and performs a file-level backup and restore.

7. Content

16 lessons in 5 modules: (1) IT foundations – hardware, software, Windows and Linux basics; (2) networking and cloud – internet, IP/DNS/HTTP, Wi-Fi/LAN/routers, cloud computing; (3) Windows administration and Active Directory; (4) security – fundamentals, passwords/MFA/encryption, phishing and social engineering; (5) help desk operations – support workflow, troubleshooting methodology, ticketing systems, ITIL basics, backup and disaster recovery. Practical work: 8 labs and 100 simulated support tickets.

8. Learning environment and materials

Online learning platform academy.aconsultit.com with recorded video lessons (approx. 5 clock hours), an AI study assistant, embedded quizzes and examinations, browser-based labs and a simulated ticketing environment. Materials are provided in Arabic and English. The learner needs a computer with a current browser and internet access.

9. Learning methods

Self-paced study of recorded lessons, guided hands-on labs, simulated support tickets with feedback, quizzes after each module, and a final examination. The AI study assistant is available for questions during learning.

10. Assessment and completion requirements

Completion requires: all 8 labs completed; the required set of support tickets resolved to the stated standard; all module quizzes completed; final examination passed with at least 70%; and every learning outcome in section 6 demonstrated through the assessed labs, tickets and examination. Reassessment follows the Assessment and Certificates policy.

11. Documents issued

Certificate of completion (tunnistus) when all completion requirements are met; otherwise a statement of participation (tõend) stating the actual participation and volume. No vendor certification is conferred by this course.

12. Trainer

Amir Hanna – approx. 20 years of practical IT experience in IT support, system administration and software development; experienced in delivering IT Support and programming courses to adults. See Quality Assurance and Trainers.

Study rules: Study Organisation Rules