This course allows you to show what you’ve learned in the previous IT Technical Support professional certification courses and apply that knowledge to realistic situations.
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The IT Technical Support Capstone leads you through a series of technical support case studies that require hands-on work to resolve. You will practice analyzing user help requests and troubleshooting various issues. You’ll demonstrate your knowledge of hardware, software, networking, security, and cloud computing. You’ll also demonstrate your understanding of escalation, levels of support, ticketing systems, and other support tools and systems. And along the way, you’ll show what you’ve learned about the essential communication and customer service skills for effective technical support.
By the end of the course, you will better understand how to use your technical support skills in everyday professional settings. You’ll also be prepared to take the CompTIA ITF+ exam for certification.
Course 7 of 7 in the IBM Technical Support Professional Certificate.
What You Will 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.
Syllabus
WEEK 1
Hardware and Operating Systems
In this module, you will demonstrate knowledge of hardware and operating systems in the context of providing technical support.
WEEK 2
Software, Programming and Databases
This week, you will demonstrate knowledge of web software and apps in the context of providing technical support.
WEEK 3
Networking and Storage
This week, you will demonstrate knowledge of networking software as well as storage in the context of providing technical support.
WEEK 4
Cybersecurity
This week, you will demonstrate knowledge of cybersecurity in the context of providing technical support.
WEEK 5
Cloud Computing
This week, you will demonstrate knowledge of cloud computing in the context of providing technical support.
WEEK 6
Final Exam and Practice for CompTIA ITF+ Certification
This module contains a simulation of the CompTIA ITF+ exam with same number and type of questions. Upon successful completion of this course, learners will get a certification voucher from CompTIA for the CompTIA ITF+ certification.
