About This Course
IT infrastructure is the nervous system of any modern business. When systems fail, productivity stops. Technical Support professionals are the frontline responders who diagnose, troubleshoot, and resolve these critical issues.
This course provides hands-on experience with hardware and software troubleshooting, ticketing systems, and corporate customer service. Furthermore, you will learn the ITIL (Information Technology Infrastructure Library) framework, the global standard for IT service management, preparing you for a thriving career in enterprise IT support.
Skills You Will Gain
Course Syllabus
Module 1: Helpdesk Operations & Ticketing
Understand the role of a support technician. Learn how modern IT teams are structured (Tiers 1, 2, and 3), how to log interactions, and how to effectively manage queues using ticketing systems like Jira Service Desk or Zendesk.
Module 2: Hardware & Network Troubleshooting
Diagnose physical and connectivity issues. Learn a systematic approach to identifying failing components, setting up network printers, and using essential command-line tools (ping, ipconfig, tracert) to resolve local network drops.
Module 3: Operating System & Software Support
Resolve the most common software complaints. Master Windows and macOS troubleshooting, handle software deployment and updates, fix driver conflicts, and perform basic malware removal and data recovery.
Module 4: User & Access Management (Active Directory)
Understand corporate domain environments. Learn the basics of Microsoft Active Directory to manage user accounts, securely reset passwords, configure access rights, and assign Group Policies.
Module 5: ITIL Framework & Service Management
Speak the language of enterprise IT. Understand the core principles of the ITIL lifecycle. Learn the crucial differences between Incident Management, Problem Management, and Change Management.