Technical Support professionals are in high demand, and the Introduction to Technical Support course by IBM equips learners with the essential knowledge and skills to excel in this field. This self-paced course delves into the roles and responsibilities of Technical Support professionals, the various career paths available, and the technology used in technical support. Learners will gain insights into customer support mindset, soft and technical skills required, and opportunities for career progression. The course explores ticketing systems, support tools, support channels, service-level agreements (SLAs), and tech support methodologies and frameworks. Learners will also have the opportunity to engage in a hands-on project, simulating the work of IT Support Specialists and Helpdesk Technicians.
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The course comprises modules that cover industry insights, technical skills, support tools, ticketing systems, and a final hands-on project, providing a comprehensive understanding of technical support.
Industry Professionals’ Guide to Technical Support module offers insights into the roles and responsibilities of Technical Support professionals, career opportunities, and the median salary ranges in the industry. Learners will also engage in activities to identify technical support responsibilities and complete quizzes to reinforce their understanding.
Technical Support Skills and Opportunities module delves into the soft and technical skills required for a career in Technical Support, performance evaluation, career paths, industry certifications, and opportunities for skills development. Learners will identify skills in technical support and learn how to increase their salary as a Tech Support professional.
Support Tools, Support Tiers, and Service-Level Agreements module provides an overview of support channels, remote support tools, service-level agreements (SLAs), and the escalation matrix. Learners will engage in activities to classify support levels for resolving IT issues and manage escalations.
Ticketing Systems module covers the features and benefits of ticketing systems, popular ticketing systems, tech support methodologies and frameworks, effective documentation, troubleshooting, and a day in the life of a Technical Support Specialist. Learners will complete activities related to the lifecycle of a ticket and logging a support ticket.
Final Hands-on Project and Quiz module offers learners the opportunity to work with ticketing systems in a hands-on lab and complete a final quiz to reinforce their understanding of the course material.
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