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NZ Diploma In IT Technical Support (Level 5)

IT Support, Covering Troubleshooting,
Network Administration, and
Customer Service.


This program will prepare learners with the necessary knowledge and skills for a career in Information Technology (IT) technical support. The learners will acquire broad vocational knowledge and practical skills, with an in-depth understanding of core and technical IT concepts. Upon completion, the graduates will be able to monitor and maintain computer systems and networks within an organization in a technical support role. Graduates will have an awareness of the IT environment, understand the needs of users, and provide IT technical support. They will also be able to demonstrate appropriate professional ethics and practices independently or as part of a team.

Course Details

Course Length

One Academic Year (inclusive of holidays)

Total credits


Programme Level


Aim of the Course

The program aims to outcome graduates who are ready to be launched in the global and New Zealand’s information technology industry. The graduates will have the following technical and core IT skills:

  • Select, install and configure IT hardware and systems software to meet organisational requirements.
  • Apply a broad operational knowledge of networking, and associated services and technologies to meet typical organisational requirements.
  • Configure and administer systems and applications to meet typical organisational IT support requirements.
  • Apply a broad operational knowledge of database administration to meet typical organisational data storage and retrieval requirements.
  • Troubleshoot and resolve a range of common system problems using appropriate tools and procedures.
  • Identify common issues related to IT security and apply a range of solutions.
  • Demonstrate an operational knowledge and understanding of IT service management to meet typical organisational customer service requirements.
  • Apply the fundamentals of information systems concepts and practice to support and enhance organisational processes and systems.
  • Apply the fundamentals of interaction design concepts and practice to enhance interface design.
  • Apply the principles of software development to create simple working applications.
  • Apply professional, legal, and ethical principles and practices in a socially responsible manner as an emerging IT professional.

    Entry Requirements

    General Entry Requirements

    • 48 credits at NCEA Level 2, including 12 credits in English or Maori; OR
    • The New Zealand Certificate in Information Technology Essentials (Level 4); OR
    • A relevant qualification at NZQF Level 3 or above; OR
    • Equivalent.

    An interview process will be available to determine whether any specific support is required and to ensure applicants are well informed about the programme.

    Alternative Entry Requirements

    • Candidates under 20 years old who do not meet the entry requirements but can demonstrate an equivalent knowledge and skills through other educational attainment and/or work/life experience may be eligible for provisional entry at the discretion of the Head of Department or a designated nominee.
    • Candidates aged over 20 years old who do not meet the entry requirement but whose skills, education, or work experience indicate that they have an equivalent knowledge and skills may be eligible for special admission at the discretion of the Head of Department or a designated nominee.
    Test Minimum Requirements
    IELTS (Academic) Overall band score of 6.0 with no individual band score less than 5.5
    Internet-based TOEFL (iBT) Score of 60 (with a writing score of 18)
    Paper-based TOEFL Score of 550 (with an essay score of 5 TWE)
    Cambridge English: ESOL B2 First or B2 First for schools, or C1 Advanced or C2 Proficiency with a score of 169. No less than 162 in each skill
    NZCEL Level 4 (Academic)
    Pearson Test of English (Academic) Overall band score of 50 with no individual band score less than 42
    Trinity ICE ISE II with no less than distinction in any band
    Language Cert C1 Expert IESOL (LRWS) with PASS and no less than PASS in each skill

    Other Requirements

    Students are required by the programme to have a computer device (i.e., laptop/desktop) that have internet access and a web browser with a a minimum screen size of atleast 10 inches. Should you require more information regarding the device specifications, please kindly contact [email protected] or talk to the Head of Department

      Course Content

      1. Computer Hardware and Operating Systems

      Computer hardware and operating systems form the bedrock of modern computing, working in tandem to enable the functionality and interaction of digital devices. Hardware encompasses the physical components of a computer, including the central processing unit (CPU), memory, storage devices, and input/output peripherals. These components collaborate to process data, execute software, and perform tasks. Operating systems, on the other hand, are the software that manages hardware resources and provides a user-friendly interface for users to interact with the computer. They facilitate the execution of applications, handle memory management, coordinate input and output operations, and ensure security and access control. The synergy between hardware and operating systems is essential for the smooth operation of computers, enabling users to harness the full potential of software applications while providing a bridge between human interaction and the underlying machine language. Understanding the interaction between computer hardware and operating systems is foundational for IT professionals, enabling them to optimize performance, troubleshoot issues, and ensure the reliable operation of computing systems.

      2. Data Communication and Computer Networks

      Data communication is the lifeblood of modern interconnected systems, allowing devices to exchange information seamlessly. It forms the foundation of computer networks, enabling the sharing of resources and access to the vast expanse of the internet. Through data communication, devices across the globe can collaborate, businesses can operate efficiently, and individuals can access an array of services. The intricacies of encoding, modulation, protocols, and error correction ensure reliable data transmission, while network architectures, ranging from local networks to the expansive global internet, define the scale and scope of connectivity. This intricate dance of data communication and computer networks underpins the digital world, driving innovation, information exchange, and transformative technological advancements. Understanding the nuances of data communication and computer networks is paramount in the digital age, empowering us to harness the full potential of our interconnected world.

      3. Systems Administration

      System administration, often referred to as sysadmin, is a crucial role in the realm of information technology. Sysadmins are the unsung heroes who maintain, manage, and ensure the smooth operation of computer systems, servers, networks, and software applications. Their responsibilities encompass a wide range of tasks, from setting up and configuring systems, installing updates and patches, monitoring performance, and troubleshooting issues, to managing user accounts, enforcing security measures, and creating data backups. Sysadmins are the guardians of an organization’s IT infrastructure, playing a pivotal role in keeping services running, data secure, and technology aligned with business needs. Their expertise extends beyond technical prowess, encompassing a deep understanding of the organization’s goals, workflows, and the ever-evolving landscape of technology. A skilled sysadmin ensures that technology serves as an enabler, allowing others to focus on their core responsibilities, while the intricate dance of system administration remains mostly invisible, ensuring the digital gears of the modern world keep turning.

      4. Database Design and Administration

      Database design and administration form the backbone of efficient data management in today’s information-driven world. Database design involves the art and science of creating structured data models that represent the relationships between different types of information, ensuring data is organized, searchable, and reliable. It’s like architecting the blueprint of a digital warehouse where valuable data resides. Skilled database designers carefully consider factors such as data integrity, normalization, and performance optimization, crafting a design that aligns with the needs of the organization. Database administration, on the other hand, focuses on the ongoing management, maintenance, and security of these databases. Admins oversee tasks such as user access control, data backup and recovery, performance tuning, and staying vigilant against potential threats. They ensure that the database systems operate smoothly, remain available, and are adequately protected from unauthorized access or data loss. The synergy between design and administration is paramount – a well-designed database simplifies administration tasks, while effective administration ensures the longevity and usefulness of the database. Together, they empower organizations to harness the full potential of their data, making informed decisions, driving innovation, and enabling seamless interactions in a data-driven landscape.

      5. Web Design Fundamentals

      Web design fundamentals are the essential building blocks that lay the foundation for creating effective and visually appealing websites. It encompasses a blend of design principles, user experience considerations, and technical know-how. At its core, web design involves the art of combining aesthetics with functionality. Designers must have a deep understanding of layout, typography, color theory, and visual hierarchy to create a pleasing and cohesive user interface. They also need to prioritize user experience (UX) by optimizing navigation, ensuring responsive design for various devices, and focusing on accessibility to reach a diverse audience. Furthermore, a solid grasp of HTML, CSS, and basic knowledge of JavaScript is crucial for turning design concepts into interactive and dynamic web pages. Successful web design strikes a balance between aesthetics and usability, creating a seamless and enjoyable experience for visitors while effectively delivering the intended content or services.

      6. Programming Principles

      Programming principles are fundamental guidelines that govern the creation of efficient, maintainable, and reliable software. They form the cornerstone of good software engineering practices, helping developers produce code that is clear, scalable, and adaptable. Up to date programming languages are used to develop student’s skills.

      7. IT Security and Professional Practice

      IT security and professional practice are critical components of the modern digital landscape, ensuring the confidentiality, integrity, and availability of sensitive information while adhering to ethical and legal standards. IT security professionals play a pivotal role in safeguarding digital assets, implementing robust security measures, and proactively identifying vulnerabilities to prevent data breaches and cyber threats. They must stay abreast of evolving security risks, staying one step ahead of malicious actors. Professional practice in IT extends beyond technical proficiency, encompassing ethical behavior, clear communication, and a commitment to continuous learning. IT professionals must adhere to industry best practices, respect user privacy, and uphold the highest standards of integrity. By integrating effective security measures and demonstrating ethical conduct, IT professionals not only protect the interests of individuals and organizations but also contribute to the overall trust and stability of the digital ecosystem. This combination of technical expertise and professional responsibility is essential in today’s interconnected and information-driven world.

      8. IT Project

      An IT project represents a structured and purpose-driven effort within the realm of information technology, aimed at delivering specific outcomes or solutions. It encompasses a series of coordinated tasks, such as planning, design, development, testing, deployment, and maintenance of IT systems, applications, or infrastructure. The success of an IT project relies on effective project management, which involves defining clear objectives, managing resources, setting realistic timelines, mitigating risks, and ensuring alignment with the organization’s strategic goals. Collaboration and communication among project stakeholders, including IT professionals, users, managers, and clients, are crucial to achieving the desired results. An efficiently executed IT project can yield substantial benefits, such as enhanced productivity, streamlined processes, improved customer experiences, and innovative solutions that can give organizations a competitive edge in the dynamic and ever-evolving digital landscape. However, careful planning, skilled execution, and adaptability are essential to navigate the complexities inherent in IT projects and ultimately deliver value to the organization.

      Career Opportunities

      Graduates are prepared for employment at an entry level in:

      • IT Technical Support (ANZSCO Number: 313199)
      • IT Help Desk Support
      • IT Services Support
      • IT Technician
      • Network support

      This programme can lead to further study pathway either at a degree level qualification OR a higher level diploma programme.

      Income and Employment Prospects

      For ICT Architects and Administrators:

      Income and Employment Prospects<br />

      Educational Pathway

      This programme can lead to further study pathway;

      • New Zealand Diploma in Systems Administration (Level 6)
      • Bachelor of Computer and Information Sciences (BCIS) – AUT (
      • Bachelors in IT from Griffith University – Australia (
      • Industry specific training and certification

      Program Brochure

      Download our program brochure to learn more about our courses and offerings.

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