Infosyte ICT Essentials Series (ICES) Technician

Module 1: Introduction to Office IT Infrastructure

• Overview of Office IT Needs: Explain the role of laptops and printers in office operations

• IT Equipment Basics: Discuss the different types of laptops and printers used in the organization

• Common Issues: Highlight the common IT issues faced by office technicians (e.g., connectivity, software conflicts)

Module 2: Laptop Setup & Configuration

• Unboxing and Physical Setup: Guide through unboxing, physical assembly, and checking components

• Installing Operating System & Software: Step-by-step instructions for OS installation (Windows/Mac/Linux) and necessary software packages

• Networking Setup:

  • Wi-Fi connection

  • Connecting to office networks (wired and wireless)

  • VPN setup (if applicable)

• Device Configuration:

  • BIOS settings and updates

  • Installing and configuring drivers

  • Basic security settings (passwords, encryption)

Module 3: Printer Setup & Configuration

• Unboxing and Physical Setup: Setting up printers (laser, inkjet, multi-functional, etc.) including connecting power, paper trays, and network cables

• Connecting Printer to Laptop:

  • Wired (USB, Ethernet)

  • Wireless (Wi-Fi, Bluetooth)

• Driver Installation and Configuration:

  • Installing the printer driver on laptops

  • Setting up default printer, paper size, and print quality

• Testing & Troubleshooting:

  • Test printing

  • Common printer issues (paper jams, connectivity, ink levels)

  • Network printer setup (if multiple users need access)

Module 4: Troubleshooting Basic Laptop and Printer Issues

• Laptop Issues:

  • Boot issues

  • Hardware and software conflicts

  • Performance troubleshooting (RAM, CPU, Disk space)

• Printer Issues:

  • Printer not detected or connected

  • Print quality issues (e.g., blurry prints)

  • Printer offline or error messages

  • Ink/toner replacement

Module 5: Office Network and Printer Management

• Network Printer Setup:

  • Setting up network printers for multiple users

  • Assigning static IP addresses

• Printer Sharing:

  • Sharing printers over the network

  • Configuring permissions for users

• Advanced Troubleshooting:

  • Printer queue management

  • Handling print spooling issues

  • Diagnosing connectivity issues (network, cable, Wi-Fi)

Module 6: Maintenance & Best Practices

• Routine Maintenance:

  • Cleaning and caring for laptops (screen, keyboard, fans)

  • Printer maintenance (cleaning, replacing cartridges, fixing jams)

• Backup & Data Recovery:

  • Ensuring regular backups of important data

  • Data recovery methods for laptops and printers

• Security Best Practices:

  • Securing laptops with encryption and password protection

  • Updating firmware and drivers regularly

  • Ensuring printer security (e.g., access controls, network isolation)

Module 7: Customer Service & Support

• Communication Skills:

  • Interacting with end-users (colleagues) to understand and address technical issues

• Documentation:

  • Creating and maintaining troubleshooting guides

  • Reporting common issues and solutions

• Escalation Procedures:

  • Knowing when to escalate complex issues to higher-level IT support or external vendors

Module 8: Hands-on Practical Session

• Laptop Setup: Participants set up laptops from start to finish, applying their learned skills

• Printer Setup: Setting up and configuring different types of printers (USB, Wi-Fi, network)

• Group Troubleshooting: Solving simulated real-world issues as a group, allowing technicians to learn from each other’s approaches

Module 9: Final Review & Evaluation

• Q&A Session: Open floor for clarifying doubts

• Review Key Concepts: Summary of key training points

• Feedback & Improvement: Collect feedback from participants to improve the training modules