Technical Support (IT) Case Studies and Capstone from Coursera

In this IBM course, you will apply the knowledge gained from the IT Support Professional Certificate to realistic situations. This capstone course leads you through a series of technical support case studies that require hands-on work to resolve. Upon completing this course, you’ll gain an enriched perspective on employing technical support in professional settings, making you a sought-after IT professional.

You’ll navigate a range of hands-on technical support labs crafted to challenge and enhance your problem-solving abilities. You’ll merge theory with practice to analyze user help requests and employ systematic troubleshooting techniques to diagnose and resolve technical issues. A comprehensive understanding of escalation protocols and adept utilization of ticketing systems and diagnostic tools will become second nature to you.

You’ll examine the intricacies of hardware and software across diverse computing platforms, grasp network fundamentals, delve into security, and explore the cloud computing landscape. You will have the opportunity to sharpen your communication skills and master conflict mitigation and de-escalation techniques, culminating in a comprehensive customer service orientation. By the end of this course, you will better understand how to use your technical support skills in everyday professional settings.

This course assumes that you are already familiar with IT fundamentals knowledge. If you do not have this knowledge, it is recommended that you complete the previous courses in the IBM IT Support Professional Certificate before starting this course.

Learners who complete and pass all courses in the IT Support Professional Certificate will receive a 30% discount voucher for a CompTIA Certification exam.

What's inside

Syllabus

Hardware and Operating Systems 

In this module, you will demonstrate knowledge of hardware and operating systems, with a focus on providing effective technical support. From effective phone and email support to understanding the inner workings of computer components, this module lays the groundwork for your journey into technical expertise.

Software, Programming and Databases 

Module 2 looks deeper in the the realm of technical support, where you will test your skills and knowledge with case studies on topics like software, programming, and databases. From troubleshooting web-related issues to guiding users through software updates and database management, this module lets you strengthen your ability to provide top-notch technical assistance.

 Networking and Storage 

This week, you will demonstrate knowledge of networking software and storage in the context of providing technical support. By mastering live chat and email support skills and gaining expertise in remote support tools, you'll be well-prepared to diagnose and resolve network issues, configure storage solutions, and ensure smooth data transfer.

Cybersecurity 

This week, you will demonstrate knowledge of cybersecurity. From understanding open-source code licensing to securing user information and combatting cyber threats, this module equips you with the ability to test your knowledge and skills in case studies to safeguard digital assets and promote safe computing practices.

  Cloud Computing

In this final module, you will explore the dynamic field of cloud computing. You will use your skills and knowledge in case studies to practice managing access policies, resetting passwords, and navigating the complex world of cloud services.

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Taught by instructors affiliated with IBM, a recognized leader in information technology and digital services

Provides a comprehensive overview of IT support principles and practices, building a strong foundation for aspiring IT professionals

Involves practical case studies that help learners apply their theoretical knowledge to real-life scenarios and develop problem-solving abilities

Covers fundamental topics such as hardware, operating systems, software, programming, databases, networking, storage, cybersecurity, and cloud computing, meeting industry standards for IT support

Prepares learners for the CompTIA Certification exam

Assumes prior knowledge in IT fundamentals and recommends completing prerequisite courses to maximize learning

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Technical Support (IT) Case Studies and Capstone with these activities:

Review 'The Phoenix Project'

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Gain insights into the challenges and best practices of IT operations through a compelling novel.

View The Phoenix Project: A Novel about IT, DevOps,... on Amazon

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Purchase or borrow the book and set aside dedicated time for reading.
Read the book attentively, taking notes and highlighting key concepts.
Reflect on the lessons learned and consider how they apply to your own technical support role.

Follow tutorials on using ticketing systems

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Gain proficiency in using ticketing systems for efficient issue tracking and management.

Browse courses on Ticketing Systems

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Find reputable online tutorials or documentation on ticketing systems.
Follow the instructions and complete the exercises provided in the tutorials.
Practice using the ticketing system to log and track technical support cases.

Practice troubleshooting hardware issues using virtual labs

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Master the fundamentals of hardware troubleshooting by practicing in虚拟laboratories.

Browse courses on Hardware Troubleshooting

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Familiarize yourself with the virtual lab environment.
Select a case study and read the scenario carefully.
Use the virtual tools to diagnose and troubleshoot the hardware issue.
Document your findings and recommendations in a report.

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Participate in troubleshooting discussion forums

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Engage with peers to share knowledge and collaborate on troubleshooting challenges.

Browse courses on Troubleshooting

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Identify and join relevant online forums or discussion groups.
Actively participate in discussions by asking questions and sharing insights.
Collaborate with other participants to find solutions to technical issues.

Create a knowledge base article on software troubleshooting

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Solidify your understanding by creating a comprehensive knowledge base article that guides others in troubleshooting software issues.

Browse courses on Software Troubleshooting

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Identify a specific software troubleshooting topic or issue.
Research and gather relevant information from various sources.
Organize and structure the information into a clear and concise article.
Review and edit your article for accuracy and completeness.

Develop a customer service communication script

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Enhance your communication abilities by creating a comprehensive customer service script.

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Research best practices for effective customer service communication.
Identify common customer inquiries and scenarios.
Develop a script that covers greetings, active listening, and resolution techniques.
Practice and refine your script through role-playing or mock calls.

Attend a workshop on cybersecurity threat detection

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Gain hands-on experience in detecting and mitigating cybersecurity threats through a specialized workshop.

Browse courses on Cybersecurity

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Research and identify relevant workshops in your area or online.
Register and attend the workshop, actively participating in exercises and discussions.
Apply the knowledge and skills gained to your own cybersecurity practices.

Mentor junior IT technicians or students

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Reinforce your knowledge and develop leadership skills by guiding and supporting junior IT professionals.

Browse courses on Mentoring

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Identify opportunities to mentor others, such as joining a mentoring program or volunteering to train new hires.
Establish clear expectations and goals for your mentorship.
Provide guidance, support, and feedback to your mentees.
Celebrate successes and learn from setbacks together.

Career center

Learners who complete Technical Support (IT) Case Studies and Capstone will develop knowledge and skills that may be useful to these careers:

Information Security Analyst

As an Information Security Analyst, you will help safeguard data, networks, and systems, and your expertise in cybersecurity from this course will be vital to your success. The hands-on case studies will help you build the foundation you need to master concepts such as open-source code licensing, incident response, and penetration testing, all of which are in high demand for Information Security Analysts.

See salaries and explore the career path for Information Security Analyst

Computer User Support Specialist

In your role as a Computer User Support Specialist, you'll provide technical support to users, and your knowledge of hardware and operating systems, software, and programming from this course will give you a strong foundation. The case studies on software, networking, and cloud computing will help you develop the skills and expertise you need to troubleshoot and resolve technical issues.

See salaries and explore the career path for Computer User Support Specialist

Cloud Architect

As a Cloud Architect, you'll design and manage cloud computing solutions, and your understanding of cloud computing from this course will be essential. The case studies on cloud computing will help you develop the skills and knowledge you need to succeed in this role, including managing access policies, resetting passwords, and navigating the complex world of cloud services.

See salaries and explore the career path for Cloud Architect

Database Administrator

As a Database Administrator, you'll manage and maintain databases, and your knowledge of software, programming, and databases from this course will be vital to your success. The hands-on case studies will help you build the foundation you need to master concepts such as database design, optimization, and security, all of which are essential for Database Administrators.

See salaries and explore the career path for Database Administrator

IT Manager

As an IT Manager, you'll oversee the planning, implementation, and maintenance of IT systems, and your understanding of hardware, operating systems, software, and networking from this course will be essential. The capstone course will help you develop the skills and knowledge you need to lead and manage IT teams, including project management, budgeting, and risk assessment.

See salaries and explore the career path for IT Manager

Network Administrator

As a Network Administrator, you'll manage and maintain computer networks, and your knowledge of networking and storage from this course will be essential. The hands-on case studies will help you build the foundation you need to master concepts such as network design, configuration, and troubleshooting, all of which are essential for Network Administrators.

See salaries and explore the career path for Network Administrator

Systems Analyst

As a Systems Analyst, you'll design and implement IT systems, and your knowledge of hardware, operating systems, software, and networking from this course will be vital to your success. The hands-on case studies will help you build the foundation you need to master concepts such as systems analysis, design, and implementation, all of which are essential for Systems Analysts.

See salaries and explore the career path for Systems Analyst

Technical Support Engineer

As a Technical Support Engineer, you'll provide technical support to users, and your knowledge of hardware, operating systems, software, and networking from this course will be essential. The hands-on case studies will help you build the foundation you need to master concepts such as troubleshooting, problem-solving, and customer service, all of which are essential for Technical Support Engineers.

See salaries and explore the career path for Technical Support Engineer

IT Auditor

As an IT Auditor, you'll assess the security and compliance of IT systems, and your knowledge of cybersecurity and cloud computing from this course will be essential. The capstone course will help you develop the skills and knowledge you need to conduct IT audits, including risk assessment, compliance reporting, and security testing.

See salaries and explore the career path for IT Auditor

IT Consultant

As an IT Consultant, you'll provide IT consulting services to businesses, and your knowledge of hardware, operating systems, software, and networking from this course will be essential. The capstone course will help you develop the skills and knowledge you need to succeed in this role, including project management, business analysis, and solution design.

See salaries and explore the career path for IT Consultant

Software Engineer

As a Software Engineer, you'll design, develop, and implement software, and your knowledge of software, programming, and databases from this course will be essential. The hands-on case studies will help you build the foundation you need to master concepts such as software design, development, and testing, all of which are essential for Software Engineers.

See salaries and explore the career path for Software Engineer

Web Developer

As a Web Developer, you'll design, develop, and maintain websites, and your knowledge of software, programming, and cloud computing from this course will be essential. The hands-on case studies will help you build the foundation you need to master concepts such as web design, development, and deployment, all of which are essential for Web Developers.

See salaries and explore the career path for Web Developer

Data Analyst

As a Data Analyst, you'll collect, analyze, and interpret data, and your knowledge of software, programming, and databases from this course may be useful. The hands-on case studies will help you build a foundation in data analysis techniques, including data collection, cleaning, and visualization, all of which are essential for Data Analysts.

See salaries and explore the career path for Data Analyst

Network Engineer

As a Network Engineer, you'll design, implement, and maintain computer networks, and your knowledge of networking and storage from this course may be useful. The hands-on case studies will help you build a foundation in network engineering concepts, including network design, configuration, and troubleshooting, all of which are essential for Network Engineers.

See salaries and explore the career path for Network Engineer

Security Analyst

As a Security Analyst, you'll analyze security data and identify threats, and your knowledge of cybersecurity from this course may be useful. The hands-on case studies will help you build a foundation in security analysis techniques, including threat detection, incident response, and security reporting, all of which are essential for Security Analysts.

See salaries and explore the career path for Security Analyst

Technical Support (IT) Case Studies and Capstone

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