IBM
IBM IT Support Professional Certificate
IBM

IBM IT Support Professional Certificate

Prepare for a career as an IT support specialist. Gain the in-demand skills and hands-on experience to get job-ready in as little as 3 months. No prior experience required.

Taught in English

Some content may not be translated

IBM Skills Network Team
Rav Ahuja
Amy Norton

Instructors: IBM Skills Network Team

6,491 already enrolled

Included with Coursera Plus

Professional Certificate - 9 course series

Earn a career credential that demonstrates your expertise

4.8

(1,410 reviews)

Beginner level

Recommended experience

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

What you'll learn

  • Master the most up-to-date practical skills and tools used by IT support professionals and how to apply them in an everyday professional setting

  • Learn hardware and software skills that help users select, install, and configure their devices, operations systems, and applications

  • Develop a strong IT foundation in topics including cybersecurity, networking, cloud, databases, and be prepared for CompTIA certification exams

  • Practice customer service and troubleshooting skills by using ticketing systems, hands-on labs, demos, and interactive exercises

Details to know

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Recently updated!

November 2023

Professional Certificate - 9 course series

Earn a career credential that demonstrates your expertise

4.8

(1,410 reviews)

Beginner level

Recommended experience

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

See how employees at top companies are mastering in-demand skills

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Advance your career with in-demand skills

  • Receive professional-level training from IBM
  • Demonstrate your technical proficiency
  • Earn an employer-recognized certificate from IBM
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$56,000+
median U.S. salary for IT support
¹
318,000+
U.S. job openings in IT support
¹

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™ Job Postings Report, United States, 7/1/22-6/30/23. ²Based on program graduate survey responses, United States 2021.

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Earn a career certificate

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Share it on social media and in your performance review

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Professional Certificate - 9 course series

Introduction to Technical Support

Course 112 hours4.8 (717 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: Technical Support
Category: Operating Systems
Category: Troubleshooting
Category: hardware
Category: IT Fundamentals

Introduction to Hardware and Operating Systems

Course 217 hours4.8 (1,012 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: Wireless Networks
Category: Network Troubleshooting
Category: Network Architecture
Category: Cloud Storage
Category: Networking Hardware

Introduction to Software, Programming, and Databases

Course 318 hours4.7 (252 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: Certification Test
Category: CompTIA ITF+
Category: Cloud
Category: Exam Practice
Category: IT Fundamentals

Introduction to Networking and Storage

Course 412 hours4.7 (344 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: Cybersecurity
Category: Cryptography
Category: Cyberattacks
Category: Information Security (INFOSEC)
Category: Application Security

Introduction to Cybersecurity Essentials

Course 512 hours4.8 (452 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: Customer Service
Category: Technical Support
Category: Cloud
Category: Troubleshooting
Category: IT Fundamentals

Introduction to Cloud Computing

Course 612 hours4.6 (5,525 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- IaaS, PaaS, SaaS, and cloud deployment models- Public, Private, Hybrid; explain cloud infrastructure components

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

  • List and describe services of popular cloud platforms including AWS, Microsoft Azure, Google Cloud, IBM Cloud, Alibaba Cloud, and others

Practice Exam for CompTIA ITF+ Certification

Course 72 hours4.8 (36 ratings)

What you'll learn

  • Practice and check your readiness for the CompTIA ITF+ Certification exam that tests your proficiency in IT Fundamentals.

  • Summarize how to set up and install common peripheral devices, secure a basic wireless network, and the importance of Cloud+ Certification exam.

  • Describe the components of an OS, identify programming language categories, define programming & database concepts, and methods used to interface.

  • Identify best security practices, including confidentiality, integrity, and availability concerns of secure devices, and describe IT concepts.

Skills you'll gain

Category: Customer Service
Category: Technical Support
Category: Information Technology (IT) Support
Category: Ticketing Systems
Category: Service Level Agreements (SLA)

Technical Support (IT) Case Studies and Capstone

Course 810 hours4.8 (126 ratings)

What you'll learn

  • Describe 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: Software Application Development
Category: Computer Programming
Category: Software Development Process
Category: Database basics
Category: IT Fundamentals

Tech Support Career Guide and Interview Preparation

Course 99 hours4.7 (47 ratings)

What you'll learn

  • Summarize the basic functions and tasks of the technical support specialist role.

  • Describe some career paths for technical support and the job prospects for the field.

  • Review technical support fundamentals and refresh essential skills.

  • Discover what to expect from a technical interview so you can come prepared.

Skills you'll gain

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

Instructors

IBM Skills Network Team
IBM
55 Courses747,716 learners
Rav Ahuja
IBM
52 Courses2,378,058 learners
Amy Norton
IBM
1 Course32,154 learners

Offered by

IBM

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