Technical Support Basics for Everyone
Learn essential IT support skills and career pathways with IBM's comprehensive course designed for beginners entering technical support roles.
Learn essential IT support skills and career pathways with IBM's comprehensive course designed for beginners entering technical support roles.
This foundational course introduces the fundamentals of IT technical support, perfect for beginners with no prior experience. Learn about support roles, ticketing systems, remote support tools, and the IT support escalation matrix. The curriculum covers both technical and soft skills essential for success in the field, including customer service mindset, problem-solving techniques, and industry best practices. With insights from experienced IT professionals, students gain practical knowledge about career opportunities, progression paths, and daily responsibilities in technical support.
4.7
(33 ratings)
5,820 already enrolled
Instructors:
English
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What you'll learn
Master technical support fundamentals and develop a customer service mindset
Understand IT support levels and the escalation matrix
Gain proficiency with ticketing systems and support tools
Learn remote support techniques and best practices
Explore technical support career paths and advancement opportunities
Skills you'll gain
This course includes:
PreRecorded video
Graded assignments, exams
Access on Mobile, Tablet, Desktop
Limited Access access
Shareable certificate
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Top companies offer this course to their employees
Top companies provide this course to enhance their employees' skills, ensuring they excel in handling complex projects and drive organizational success.
There are 5 modules in this course
This comprehensive course provides an insider's view of IT support work, covering essential aspects of technical support roles and responsibilities. Students learn about support tiers, escalation processes, ticketing systems, and remote support tools. The curriculum includes both technical skills and customer service aspects, with real-world activities and practical exercises. Special emphasis is placed on career development, including progression paths and industry certifications. The course features insights from experienced IT professionals and hands-on projects with ticketing systems.
What is Technical Support
Module 1
Technical Support Skills and Opportunities
Module 2
Support Tools, Support Tiers, and Service-Level Agreements
Module 3
Ticketing Systems
Module 4
Hands-on Project: Ticketing Systems
Module 5
Fee Structure
Instructors
Amy Norton: Crafting Engaging Learning Experiences with Expertise in Instructional Design and Technical Writing
Amy Norton is an Instructional Designer and Technical Writer at Skill-Up Technologies with an MA in English. With over 15 years of experience teaching college-level research and writing, she has also worked extensively in IT, creating technical support content. Passionate about learning, Amy specializes in designing engaging courses for adult learners.
Technology Education and Skills Development Leader at IBM
Rav Ahuja serves as the Chief Content Officer and Global Program Director at IBM Skills Network, where he leads curriculum creation, growth strategy, and partner programs. After earning his B.Eng. from McGill University and MBA from the University of Western Ontario, he co-founded Cognitive Class, an IBM initiative focused on democratizing access to in-demand technology skills. Based at the IBM Canada Lab in Toronto, he specializes in developing instructional solutions for AI, Data Science, Cloud Computing, and Cybersecurity. His impact on technology education is evidenced through his role as architect of numerous IBM Professional Certificates and instructor for over 35 online courses, including popular offerings like "What is Data Science?", "Introduction to Cloud Computing," and "Introduction to Artificial Intelligence (AI)." His courses have reached hundreds of thousands of learners worldwide, with "What is Data Science?" alone enrolling over 638,000 students. His recent work includes developing new Generative AI courses and career guidance content for IBM's Professional Certificate programs, demonstrating his ongoing commitment to preparing learners for emerging technology careers
Testimonials
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4.7 course rating
33 ratings
Frequently asked questions
Below are some of the most commonly asked questions about this course. We aim to provide clear and concise answers to help you better understand the course content, structure, and any other relevant information. If you have any additional questions or if your question is not listed here, please don't hesitate to reach out to our support team for further assistance.