IBM IT Support - Complete Course | IT Support Technician - Full Course

Introduction

This tutorial is designed to guide you through the essential skills and knowledge needed for a career in IT technical support. Based on the comprehensive IBM IT Support course, it covers foundational topics like operating systems, networking, cybersecurity, and customer support, providing you with the job-ready skills required in this in-demand field.

Step 1: Understanding Technical Support

• Learn what technical support entails, including the roles and responsibilities of an IT support technician.
• Familiarize yourself with different types of technical support such as:
  • Help Desk Support
  • On-Site Support
  • Remote Support
• Explore the skills necessary for success in technical support, including:
  • Communication
  • Problem-Solving
  • Technical Knowledge

Step 2: Familiarizing with Support Tools

• Understand the importance of support tools and how they assist in troubleshooting.
• Study support tiers and service level agreements (SLAs) to comprehend how support is structured.
• Learn about ticketing systems to manage and track customer issues efficiently.

Step 3: Exploring Hardware and Operating Systems

• Dive into computing fundamentals and different operating systems.
• Get to know hardware components:
  • Internal components (e.g., CPU, RAM)
  • External peripherals (e.g., keyboards, mice)
• Learn how to evaluate and troubleshoot workstations, including:
  • Setting up a workstation
  • Common troubleshooting techniques

Step 4: Software Programming and Database Basics

• Understand various computing platforms and software applications.
• Explore the fundamentals of web browsers and cloud computing.
• Get acquainted with basic programming concepts and database fundamentals, including:
  • Types of databases
  • Database management principles

Step 5: Networking Fundamentals

• Learn about network topologies and types of connections.
• Study network hardware and protocols to understand data flow.
• Familiarize yourself with essential networking tools and common storage solutions.

Step 6: Cybersecurity Essentials

• Identify common security concerns in IT support.
• Learn about password management and best practices for maintaining security.
• Understand safe browsing practices to protect users from online threats.

Step 7: Introduction to Cloud Computing

• Get an overview of cloud computing and its business applications.
• Study different service and deployment models, including:
  • IaaS, PaaS, and SaaS
  • Public, private, and hybrid clouds
• Explore emerging technologies and the significance of cloud security.

Step 8: Applying Knowledge through Case Studies

• Analyze real-world technical support scenarios involving hardware and operating systems.
• Engage with hands-on projects and quizzes to reinforce learning.

Conclusion

This tutorial provided a roadmap for developing essential IT support skills. By following these steps, you will gain a solid understanding of technical support, hardware, software, networking, cybersecurity, and cloud computing. For further learning, consider enrolling in the IBM Professional Certificate course on Coursera to earn a recognized certification in IT technical support.