EdX

Technical Support Basics for Everyone (edX)

Offered by IBM,
Technical Support Basics for Everyone (edX)

Gain the daily work skills and knowledge you’ll need for IT Technical Support career success. This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree.

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According to Indeed.com in August 2022, the average annual salary for Technical Support is $51,758, though it can go considerably higher. The need for technology is constantly growing, as is the job market for tech support professionals.
In this course you’ll get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software.
To help you with moving into the field, the course covers tech support career opportunities and career pathways from experienced, expert Information Technology professionals.
By the end of this course, you will be able to:

  • Describe and develop a customer service and support mindset.
  • Explore the features and benefits of ticketing systems.
  • Identify support tools and systems used in technical support.
  • Define the levels of IT support and the escalation matrix.
  • Explore various tech support roles and responsibilities, including service-level agreement responsibilities.
  • Recognize the career paths and progression in Technical Support.

This course provides several real-world inspired activities to demonstrate your skills in the areas of support tools, resolving IT issues, escalations and ticketing.
These skills will help you engage prospective employers and ask insightful questions that demonstrate your knowledge of the day-to-day role-related responsibilities.
This course is part of the Information Technology (IT) Support PC Professional Certificate.

What you'll learn

  • Define technical support, IT support, customer support, the various levels of IT support, and the escalation matrix.
  • Develop both the soft skills and technical skills required to launch a career in technical support.
  • Explore the features and benefits of ticketing systems.
  • Describe the various methodologies and frameworks popular in technical support.

Syllabus

Module 1: What is Technical Support
Becoming a Technical Support Professional
Insiders’ viewpoints – Background for Tech Support
Career Opportunities in Technical Support
Insiders’ Viewpoints – Getting Started in Tech Support
Technical Support Roles and Responsibilities
Activity: Identifying Technical Support Responsibilities
Median Salary ranges in Technical Support
Introduction to IT Infrastructure

Module 2: Technical Support Skills and Opportunities
Technical Support Soft Skills
Insiders’ Viewpoints – Customer Support Mindset
Basics of Technical Skills
Activity: Identifying Skills in Technical Support
Performance Evaluation of Technical Support Professionals
Insiders’ Viewpoints – Feedback and Rewarding Experiences
Career Paths and Progression in Technical Support
Insiders’ Viewpoints – Career Paths in Tech Support
Industry Certifications for Technical Support
Insiders’ Viewpoints – Skills for Success in Technical Support
How to Increase Your Salary as a Tech Support Professional

Module 3: Support Tools, Support Tiers, and Service-Level Agreements
Overview of Support Channels
Remote Support Tools
Activity: Connecting to a Computer Remotely
Future of Technical Support Tools (Emerging Trends)
Insiders’ Viewpoints – Remote Support
Levels of Technical Support
Activity: Classify Support Levels for Resolving IT Issues
Service-Level Agreements (SLAs)
Insiders’ Viewpoints – What are SLAs?
The Escalations Matrix
Activity: Managing Your Escalations

Module 4: Ticketing Systems
What are Ticketing Systems?
Features and Benefits of Ticketing Systems
Activity: Exploring the Lifecycle of a Ticket
Popular Ticketing Systems
Insiders’ Viewpoints – Ticketing Systems
Activity: Logging a Support Ticket
Tech Support Methodologies & Frameworks
Insiders’ Viewpoints – Advances in Technical Support
Effective Documentation & Communication
A Day in the Life of a Technical Support specialist
Cheat Sheet for Logging a Ticket

Module 5: Hands-on Project: Ticketing Systems

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