IBM Skills Network
IBM IT Support Professional Certificate
IBM Skills Network

IBM IT Support Professional Certificate

Launch your rewarding new career in tech. This program will prepare you with job-ready skills valued by employers in as little as 3 months. No degree or prior experience needed to get started.

Rav Ahuja
Amy Norton
Skills Network

Instructors: Rav Ahuja

16,008 already enrolled

Professional Certificate - 7 course series

Earn a career credential that demonstrates your expertise

4.8

(683 reviews)

Beginner level

Recommended experience

2 months at 10 hours a week
Flexible schedule
Learn at your own pace

What you'll learn

  • Develop key knowledge and up-to-date skills for a rewarding career in IT and Technical Support

  • Learn in-demand hardware and software skills that help users select, install and configure their devices, operating systems and applications

  • Build essential computer networking, cybersecurity, and cloud computing skills that IT Support and Helpdesk specialists need to be successful

  • Practice customer service and troubleshooting skills through hands-on labs, demos and interactive exercises to become job-ready

Skills you'll gain

  • Category: Networking/Cybersecurity Essentials
  • Category: IT Fundamentals
  • Category: Hardware/Software Setup
  • Category: Technical Support
  • Category: Cloud Computing

Details to know

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Subtitles: English, Arabic,

Professional Certificate - 7 course series

Earn a career credential that demonstrates your expertise

4.8

(683 reviews)

Beginner level

Recommended experience

2 months at 10 hours a week
Flexible schedule
Learn at your own pace

Prepare for a career in IT support

  • Receive professional-level training from IBM Skills Network
  • Demonstrate your proficiency in portfolio-ready projects
  • Earn an employer-recognized certificate from IBM Skills Network
  • Qualify for in-demand job titles: IT Specialist, Tech Support Specialist, IT Support Specialist
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$52,000+
median U.S. salary for IT support
¹
347,000+
U.S. job openings in IT support
¹
74%
of certificate grads report career improvement
²

Get exclusive access to career resources upon completion

  • Soft skills training

    Get free access to IBM’s People and Soft Skills Specialization

  • Resume review

    Improve your resume and LinkedIn with personalized feedback

  • Interview prep

    Practice your skills with interactive tools and mock interviews

  • Career support

    Plan your career move with Coursera’s job search guide

¹Lightcast™ US Job Postings (median U.S. salary with 0-5 years experience), Jan. 1, 2022 - Dec. 31, 2022). ²Based on program graduate survey responses, United States 2021.

Professional Certificate - 7 course series

Introduction to Technical Support

Course 112 hours4.8 (306 ratings)

What you'll 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'll gain

Category: Information Technology
Category: Customer Service
Category: Ticketing Systems
Category: Service Level Agreements
Category: Technical Support

Introduction to Hardware and Operating Systems

Course 217 hours4.8 (490 ratings)

What you'll learn

  • Demonstrate an understanding of operating system fundamentals.

  • Recognize desktop and laptop hardware components and devices.

  • Identify and describe internal desktop and laptop computer components, interfaces, and peripherals.

  • Explain basic workstation setup, locate operating system settings, and identify good troubleshooting practices.

Skills you'll gain

Category: Technical Support
Category: IT Service Management (ITSM)
Category: Troubleshooting
Category: IT Career

Introduction to Software, Programming, and Databases

Course 317 hours4.8 (124 ratings)

What you'll learn

  • Classify, install, configure, and manage software including mobile platforms.

  • Discuss cloud computing and web browser concepts.

  • Explain software development models, techniques, and concepts.

  • Describe fundamental database management concepts.

Skills you'll gain

Category: Software Development Process
Category: database management
Category: IT Fundamentals
Category: Software Application Development
Category: Computer Programming

Introduction to Networking and Storage

Course 411 hours4.7 (192 ratings)

What you'll learn

  • Identify wired and wireless network types, explain physical and logical topology, differentiate network cable types and what each is used for.

  • List common network devices. Discover what packets are and how IP addresses work, and explain what protocols are and why models are necessary.

  • Determine how to set up and encrypt networks and mobile devices. Diagnose connectivity issues and utilize the command prompt and Windows Settings.

  • List network drive types, explain RAM, ROM, and RAID, and troubleshoot storage issues. Explain STaaS, and define file, block, and object storage.

Skills you'll gain

Category: Cloud Storage
Category: Network Troubleshooting
Category: Network Architecture
Category: Networking Hardware
Category: Wireless Networks

Introduction to Cybersecurity Essentials

Course 512 hours4.9 (268 ratings)

What you'll learn

  • Recognize the importance of data security, maintaining data integrity,and confidentiality

  • Demonstrate the installation of software updates and patches

  • Identify preferred practices for authentication, encryption, and device security

  • Discuss types of security threats, breaches, malware, social engineering, and other attack vectors

Skills you'll gain

Category: Information Security (INFOSEC)
Category: Cyberattacks
Category: Application Security
Category: Cryptography
Category: security

Introduction to Cloud Computing

Course 612 hours4.7 (3,413 ratings)

What you'll learn

  • Define cloud computing and explain essential characteristics, history, the business case for cloud, and the emerging technologies enabled by cloud

  • Describe the cloud service models Describe cloud service models, cloud deployment models, and cloud infrastructure

  • Explain emerging Cloud related trends including HybridMulticloud, Microservices, Serverless, Cloud Native, DevOps, and Application Modernization

  • Create IBM Cloud account and provision an instance of cloud object storage service to host a static webpage. 

Skills you'll gain

Category: Cloud Native
Category: Devops
Category: Iaas PaaS Saas
Category: Hybrid Multicloud
Category: Cloud Computing

Technical Support Case Studies and Capstone

Course 77 hours4.8 (49 ratings)

What you'll learn

  • Articulate processes and information related to IT fundamentals in the context of providing technical support. 

  • Demonstrate systematic and effective troubleshooting and problem-solving skills. 

  • Use diagnostic tools and tracking systems to solve and log customer issues. 

  • Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills. 

Skills you'll gain

Category: Networking Setup
Category: Software Configuration
Category: Technical Support
Category: Troubleshooting
Category: Helpdesk Ticketing Systems

Instructors

Rav Ahuja
IBM Skills Network
35 Courses1,554,948 learners
Amy Norton
IBM Skills Network
1 Course15,417 learners
Skills Network
IBM Skills Network
25 Courses78,261 learners

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