This course is part of the IBM IT Support Professional Certificate

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IBM IT Support Professional CertificateIBM Skills Network

About this Course

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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.

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. Then, hear about 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.
- Define the levels of IT support and the escalation matrix. 
- Explore the features and benefits of ticketing systems.
- Identify support tools and systems used in technical support.
- Explore various tech support roles and responsibilities, including service level agreement responsibilities.
- Recognize the career paths and progression in Technical Support.
 
These skills will equip you to speak with prospective employers and ask insightful questions that demonstrate your knowledge of the day-to-day administrative role-related responsibilities.

Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Course 1 of 7 in the

IBM IT Support Professional Certificate

Beginner Level

Approx. 12 hours to complete

English

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What you will learn

Define technical support, tech support, IT support, customer support mindset, the various levels of IT support, and the escalation matrix
Discover soft and technical skills required and opportunities available for a career in Technical Support
Explore the features and benefits of ticketing systems
Identify the various methodologies and frameworks popular in technical support

Skills you will gain

Information Technology
Customer Service
Ticketing Systems
Service Level Agreements
Technical Support

Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Course 1 of 7 in the

IBM IT Support Professional Certificate

Beginner Level

Approx. 12 hours to complete

English

Could your company benefit from training employees on in-demand skills?

Try Coursera for Business

Instructors

Instructor rating

4.68/5 (97 Ratings)

Rav Ahuja

Global Program Director

IBM Skills Network

1,551,331 Learners

35 Courses

Amy Norton

15,298 Learners

1 Course

Offered by

IBM Skills Network

IBM is the global leader in business transformation through an open hybrid cloud platform and AI, serving clients in more than 170 countries around the world. Today 47 of the Fortune 50 Companies rely on the IBM Cloud to run their business, and IBM Watson enterprise AI is hard at work in more than 30,000 engagements. IBM is also one of the world’s most vital corporate research organizations, with 28 consecutive years of patent leadership. Above all, guided by principles for trust and transparency and support for a more inclusive society, IBM is committed to being a responsible technology innovator and a force for good in the world.

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Syllabus - What you will learn from this course

Content Rating99%(2,223 ratings)

Week1

Week 1

2 hours to complete

Industry Professionals’ Guide to Technical Support

This week, you will learn about the skills you need for success in information technology (IT) careers and the roles and responsibilities of technical support professionals. You’ll also learn about different IT systems. You’ll hear from industry insiders about getting started in technical support and how you can pursue a career in information technology (IT) without prior experience or degrees. In the guided activities, you’ll practice identifying the responsibilities of technical support professionals.

2 hours to complete

9 videos (Total 39 min), 4 readings, 2 quizzes

9 videos

IBM Technical Support Professional Certificate5mProfessional Certificate: Overview of Courses2mCourse Introduction4mBecoming a Technical Support Professional5mInsiders' Viewpoints – Background for Tech Support3mCareer Opportunities in Technical Support5mInsiders' Viewpoints – Getting Started in Tech Support2mTechnical Support Roles and Responsibilities4mIntroduction to IT Infrastructure4m

4 readings

Course Introduction5mActivity: Identifying Technical Support Responsibilities15mMedian Salary Ranges in Technical Support10mSummary & Highlights10m

2 practice exercises

Practice Quiz: Industry Professionals’ Guide to Technical Support15mGraded Quiz: Industry Professionals’ Guide to Technical Support30m

Week2

Week 2

2 hours to complete

Technical Support Skills and Opportunities

This week, you will learn about the skills required for technical support, what certifications benefit you, the purpose of performance evaluations, and the possible career paths and progressions available to you in IT. You will also hear from industry insiders about developing your customer support mindset, getting feedback on the customer experience, and what skills you need for success in technical support. Then in the guided activity, you’ll demonstrate the skills you need for technical support.

2 hours to complete

9 videos (Total 43 min), 3 readings, 2 quizzes

9 videos

Technical Support Soft Skills4mInsiders' Viewpoints – Customer Support Mindset3mBasics of Technical Skills7mPerformance Evaluation of Technical Support Professionals 5mInsiders' Viewpoints - Feedback and Rewarding Experiences5mCareer Paths and Progression in Technical Support5mInsiders' Viewpoints – Career Paths in Tech Support3mIndustry Certifications for Technical Support5mInsiders' Viewpoints - Skills for Success in Technical Support3m

3 readings

Activity: Identifying Skills in Technical Support15mHow to Increase Your Salary as a Tech Support Professional10mSummary & Highlights10m

2 practice exercises

Practice Quiz: Technical Support Skills and Opportunities15mGraded Quiz: Technical Support Skills and Opportunities30m

Week3

Week 3

2 hours to complete

Support Tools, Support Tiers, and Service-Level Agreements

This week, you’ll learn about different support channels, remote support tools, service-level agreements (SLAs), and the escalation matrix. In the guided activities, you will explore connecting to a remote computer, classifying support levels, and managing escalations. You’ll hear from industry insiders about using remote support and why SLAs are important. And you will also learn about tiered support levels and the future of tech support.

2 hours to complete

7 videos (Total 35 min), 5 readings, 2 quizzes

7 videos

Overview of Support Channels6mRemote Support Tools4mInsiders' Viewpoints – Remote Support3mLevels of Technical Support5mService-Level Agreements (SLAs) 4mInsiders' Viewpoints – What are SLAs?2mThe Escalation Matrix5m

5 readings

Activity: Connecting to a Computer Remotely15mFuture of Technical Support Tools (Emerging Trends)8mActivity: Classify Support Levels for Resolving IT Issues15mActivity: Managing Your Escalations15mSummary & Highlights10m

2 practice exercises

Practice Quiz: IT Support Tiers and Service-Level Agreements15mGraded Quiz: IT Support Tiers and Service-Level Agreements30m

Week4

Week 4

3 hours to complete

Ticketing Systems

This week, you will learn about ticketing systems, their common features and benefits, and the essential elements of industry-leading ticketing systems. You’ll experience a day in the life of a technical support specialist. You’ll also hear from industry insiders with vast experience in ticketing systems as they discuss the advances and changes in technical support. You will learn about IT Service Management (ITSM) and the benefits of effective documentation and communication. And in the guided activities, you will explore the ticket lifecycle and then practice logging a ticket.

3 hours to complete

10 videos (Total 58 min), 4 readings, 2 quizzes

10 videos

What are Ticketing Systems?5mHandling Difficult Situations6mFeatures and Benefits of Ticketing Systems5mPopular Ticketing Systems8mInsiders' Viewpoints - Ticketing Systems4mIntroduction to Troubleshooting6mTech Support Methodologies & Frameworks6mInsiders' Viewpoints – Advances in Technical Support3mEffective Documentation & Communication6mA Day in the Life of a Technical Support Specialist5m

4 readings

Activity: Exploring the Lifecycle of a Ticket15mActivity: Logging a Support Ticket 15mCheat Sheet for Logging a Ticket10mSummary & Highlights3m

2 practice exercises

Practice Quiz: Support Tools and Ticketing Systems15mGraded Quiz: Support Tools and Ticketing Systems30m

Reviews

4.8

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TOP REVIEWS FROM INTRODUCTION TO TECHNICAL SUPPORT

by VPJul 29, 2022

For Technical Support Engineer fellows, It is best material to learn.

by ANAug 8, 2022

A very good course for gaining all the brief knowlegde about "What is Technial Support " .

by CKDec 21, 2022

Very informative and enlightening. Great to learn!

by OJan 30, 2023

Very much outstanding and innovative lessons. looking forward to completion

View all reviews

About the IBM IT Support Professional Certificate

Get ready for a rewarding career in Information Technology (IT) - no experience or degree is required to get started. With over 400,000 US job openings and an average entry-level salary of $52,000¹ Computer Support Specialists are in high demand with opportunities for career advancement. This Professional Certificate program from IBM was built by experts to prepare you for an entry-level job in Technical Support. When dedicating a few hours per week, you can complete the program in 3 to 6 months, and develop job-ready skills employers look for. Whether you are just starting out your career or changing jobs, this program enables you to develop a strong foundation in IT fundamentals, networking, cybersecurity and cloud computing, which are also required skills for many other technology jobs including Software Engineer, Data Analyst and Data Scientist. When you successfully complete the program you’ll receive dual credentials, a Professional Certificate to showcase your job readiness to potential employers, as well as an IBM Digital Badge that will help your profile stand out. You will also gain access to career and job placement resources upon completion, which will guide you with developing your resume, promoting your new skills, and help you in your job search.

Frequently Asked Questions

When will I have access to the lectures and assignments?
Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid.
The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.
What will I get if I subscribe to this Certificate?
When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.

More questions? Visit the Learner Help Center.

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Introduction to Technical Support

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