IIRF Online > Personal Development > Career Development > IT / Technical Support > Introduction to Technical Support
Introduction to Technical Support by Coursera
Course Highlights
- 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 will learn!
Curriculum
16 Topics
Optional: IBM Technical Support Professional Certificate
Optional: Professional Certificate: Overview of Courses
Course Introduction
Becoming a Technical Support Professional
Insiders' Viewpoints – Background for Tech Support
Career Opportunities in Technical Support
Insiders' Viewpoints – Getting Started in Tech Support
Technical Support Roles and Responsibilities
Introduction to IT Infrastructure
Course Introduction
Activity: Identifying Technical Support Responsibilities
Median Salary Ranges in Technical Support
Summary & Highlights
Graded Quiz: Industry Professionals’ Guide to Technical Support
Practice Quiz: Industry Professionals’ Guide to Technical Support
[Optional] Introductions
17 Topics
Technical Support Soft Skills
Technical Support Professionalism
Insiders' Viewpoints – Customer Support Mindset
Basics of Technical Skills
Performance Evaluation of Technical Support Professionals
Insiders' Viewpoints - Feedback and Rewarding Experiences
Career Paths and Progression in Technical Support
Insiders' Viewpoints – Career Paths in Tech Support
Industry Certifications for Technical Support
Insiders' Viewpoints - Skills for Success in Technical Support
Activity: Identifying Skills in Technical Support
How to Increase Your Salary as a Tech Support Professional
Summary & Highlights
Graded Quiz: Technical Support Skills and Opportunities
Practice Quiz: Technical Support Skills and Opportunities
[Optional] Describe a positive customer support experience
Reading: How Can AI and Generative AI Assist with Technical Support
16 Topics
Overview of Support Channels
Remote Support Tools
Remote Access
Insiders' Viewpoints – Remote Support
Levels of Technical Support
Service-Level Agreements (SLAs)
Insiders' Viewpoints – What are SLAs?
The Escalation Matrix
Activity: Connecting to a Computer Remotely
Future of Technical Support Tools (Emerging Trends)
Activity: Classify Support Levels for Resolving IT Issues
Activity: Managing Your Escalations
Summary & Highlights
Graded Quiz: IT Support Tiers and Service-Level Agreements
Practice Quiz: IT Support Tiers and Service-Level Agreements
[Optional] Managing a handoff
17 Topics
What are Ticketing Systems?
Handling Difficult Situations
Features and Benefits of Ticketing Systems
Popular Ticketing Systems
Insiders' Viewpoints - Ticketing Systems
Introduction to Troubleshooting
Tech Support Methodologies & Frameworks
Insiders' Viewpoints – Advances in Technical Support
Effective Documentation & Communication
A Day in the Life of a Technical Support Specialist
Activity: Exploring the Lifecycle of a Ticket
Activity: Logging a Support Ticket
Cheat Sheet for Logging a Ticket
Summary & Highlights
Graded Quiz: Support Tools and Ticketing Systems
Practice Quiz: Support Tools and Ticketing Systems
[Optional] Discuss your technical problem-solving experiences
7 Topics
Insiders' Viewpoints - Tech Support: A Great Career Choice!
Summary & Highlights
Thanks from the Course Team
Congrats & Next Steps
Final Quiz
[Optional] Your plans for your future
Hands-on Lab: Working with Ticketing Systems
Introduction to Technical Support
Related IT / Technical Support Courses
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