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Hardware
Hardware support
Know computer internal components
Understand BIOS and can change BIOS settings
Hardware troubleshooting
Identify if an issue is hardware or software
Networks
Network knowledge - basic
Understand IP address classes
Understand IP addresses
Understand Ethernet, limitations and cables
Know what typical wired network devices are and how to connect them
Network set up and troubleshooting
Diagnose and troubleshoot basic network issues
Set up a small office WiFi network
Internet assessment
Check Internet bandwidth
Assess Internet connectivity in the village
Internet management - basic
Know the various internet connection technology-types in areas where they work
Systems
Computer and system installation
Troubleshoot operating system installation issues
Set up a new computer with appropriate software to the role
Manage disk, partitions, and volumes
Know what to check before doing a system change or upgrade
Test a new piece of hardware or software
Client OS maintenance
Know basic tools (CMD, MMC)
Manage local accounts and profiles
Set up printers, and know the types of drivers
Manage the Windows registry
Set up local Windows GPOs
Use remote desktop
Create and use a virtual machine for testing
Perform monthly computer maintenance
E-mail protocols - client configuration - troubleshooting Communication
Understand and can advise about email protocols SMTP. POP. IMAP
E-mail management
Create Thunderbird-Outlook profile and solve issues
Provide email support
Handle communications tools effectively (i.e. Teams, Zoom, WhatsApp, Signal)
Cloud computing
Create-manage a Google account
Cloud Support
Help users with Google Workspace issues
Explain to users the difference between Drive and shared Drive
Explain to users how to use Calendar
Show end users the purpose of Google Groups and how to access Groups
Show the purpose of Google Drive for offline use, and teach end users
Linux support - basic
Use basic Linux commands
Information Security
System updates
Install Windows updates, Software updates, and manufacturer updates
Password management
Use strong and unique passwords
Choose and use a good password manager
Antivirus
Use a good Antivirus and software firewall and check they are enabled on devices
Use anti-spyware software to check a system
Backup systems
Understand what 321 Backup Strategy is and develop a good strategy for the organization
Use backup encryption
Set up CrashPlan or another cloud backup solution
Recover user’s files using backups
Encryptions
Protect sensitive information by setting up system encryption
Know about Windows EFS encryption
GPOs
Use a policy to automatically lock a device after a period of inactivity
2SV
Protect sensitive information by setting up 2SV
Phishing
Explain the risk of phishing and how to avoid it
Power Management
Power systems
Understand what a UPS is
Size a UPS according to power needs
Solar systems
Understand basic principles of solar systems
Training - Support
Help Desk - Customer Support
Patiently support end-users
Provide general office productivity software support
Provide general Language Software support
Train users on basic skills
Develop resources for end users
Help Desk - problem resolution
Troubleshoot basic software-hardware issues
Help customers with printers-scanners requests
Provide mobile phones-tablet support
Work organization
Office and Tasks management
Use an efficient task management system
Assets management
Manage an inventory of assets efficiently
Identify specific hardware suitable for a given task
Artificial Intelligence
Use artificial intelligence responsibly
Write good prompts for effective use of AI Chatbots
Education
Academic
Attend IT Connect conference and webinars
Interpersonal Skills
Interactions and communication
Be sensitive to cultural differences
Have a good understanding of technical English
Have sufficient fluency in the country’s working language
Training Skills
Conduct workshops
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2026-07-13 12:28
Test a new piece of hardware or software
Updated
dhenchoz
2026-07-13 12:27
Know what to check before doing a sys...
Updated
dhenchoz
2026-07-13 11:51
Explain the risk of phishing and how ...
Updated
dhenchoz
2026-07-13 11:50
Protect sensitive information by sett...
Updated
dhenchoz
2026-07-13 11:48
Use a policy to automatically lock a ...
Updated
dhenchoz
2026-07-13 11:46
Know about Windows EFS encryption
Updated
dhenchoz
2026-07-13 11:43
Protect sensitive information by sett...
Updated
dhenchoz
2026-07-13 11:32
Recover user’s files using backups
Updated
dhenchoz
2026-07-13 11:29
Recover user’s files using backups
Updated
dhenchoz
2026-07-13 11:25
Set up CrashPlan or another cloud bac...
Updated
dhenchoz
2026-07-13 11:24
Set up CrashPlan or another cloud bac...
Updated
dhenchoz
2026-07-13 11:18
Use backup encryption
Updated
dhenchoz
2026-07-13 11:16
Understand what 321 Backup Strategy i...
Updated
dhenchoz
2026-07-13 11:15
Use anti-spyware software to check a ...
Updated
dhenchoz
2026-07-13 11:13
Use a good Antivirus and software fir...
Updated
dhenchoz
2026-07-13 11:11
Choose and use a good password manager
Updated
dhenchoz
2026-07-13 11:09
Use strong and unique passwords
Updated
dhenchoz
2026-07-13 11:06
Install Windows updates, Software upd...
Updated
dhenchoz
2026-07-13 11:05
Install Windows updates, Software upd...
Updated
dhenchoz
2026-07-13 11:04
Know the various internet connection ...
Updated
dhenchoz
2026-07-13 11:02
Set up a small office WiFi network
Updated
dhenchoz
2026-07-13 10:59
Diagnose and troubleshoot basic netwo...
Updated
dhenchoz
2026-07-13 09:49
Know what typical wired network devic...
Updated
dhenchoz
2026-07-13 09:46
Understand Ethernet, limitations and ...
Updated
dhenchoz
2026-07-13 09:43
Understand IP addresses
Updated
dhenchoz
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