Dell Technologies Technical Support for Software from Coursera

This course is tailored for aspiring tech support specialists. This course is designed to deepen your understanding of common operating systems, streamline installation procedures, and equip you with robust troubleshooting techniques for software issues.

Throughout this course, participants will explore the intricacies of widely-used operating systems, understand their nuances, and learn to navigate and resolve common software challenges effectively. By combining theoretical knowledge with practical, hands-on exercises, this course ensures that learners are well-prepared to manage and support various operating systems in diverse computing environments.

This course is ideal for individuals seeking to solidify their technical foundation, enhance their resume, and advance their careers in the IT industry. Upon completion, participants will have a greater understanding of the key features, and troubleshooting techniques for common operating systems, positioning them as valuable assets in an entry-level tech support or IT role.

What's inside

Syllabus

Common Tools

In this module, learners will become familiar with the tools that play an integral role in tech support operations. The module is designed to give participants not only the understanding of the functionality of these tools but also how to apply them effectively in their day-to-day tech support roles.

Operating Systems

This week we will deepen your understanding of the core functions of operating systems. This module is designed to solidify the foundational knowledge required to navigate and troubleshoot various operating systems effectively. Through a blend of theoretical instruction and practical application, you will explore the essential components and mechanisms that enable operating systems to provide a stable environment for applications to function.

Software Troubleshooting

This week, you will delve into the principles underlying software architecture, common software problems, and various tried-and-trusted solutions. you'll learn to identify, analyze, and address software-related issues swiftly and accurately, thus minimizing downtime and improving system efficiency.

Advanced Software Troubleshooting

This week is about elevating your skillset with mastery in diagnosing software issues, optimizing its performance, and ensuring its compatibility across various platforms.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Provides hands-on exercises, ensuring learners are well-prepared to manage and support various operating systems in diverse computing environments

Covers software troubleshooting, which minimizes downtime and improves system efficiency, core skills for entry-level tech support and IT roles

Presented by Dell, a company recognized for its hardware and software solutions and its technical support services

Explores the intricacies of widely-used operating systems, which is essential for navigating and resolving common software challenges effectively

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 Dell Technologies Technical Support for Software with these activities:

Review Operating System Fundamentals

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Reinforce your understanding of operating system fundamentals to better grasp the course material.

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Review the basic components of an OS.
Study process management and memory management.
Practice identifying different OS types.

Review 'Troubleshooting Windows' by Mark Russinovich and Aaron Margosis

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Deepen your understanding of Windows troubleshooting by studying this comprehensive guide.

View Troubleshooting with the Windows Sysinternals... on Amazon

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Read the chapters on debugging tools.
Study the sections on performance analysis.
Practice using the techniques described.

Practice Troubleshooting Scenarios

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Sharpen your troubleshooting skills by working through simulated software issues.

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Find online resources with troubleshooting scenarios.
Work through each scenario, documenting your steps.
Compare your solutions with the provided answers.

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Help Others in Online Forums

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Reinforce your understanding by helping others with their software issues in online forums.

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Find relevant online forums or communities.
Browse the forums for questions you can answer.
Provide clear, helpful solutions to the questions.

Create a Troubleshooting Guide

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Solidify your knowledge by creating a guide on troubleshooting common software problems.

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Choose a specific software or OS to focus on.
Research common issues and their solutions.
Write clear, concise steps for each solution.
Include screenshots or diagrams for clarity.

Build a Virtualized Test Environment

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Gain hands-on experience by setting up a virtualized environment for testing software and troubleshooting issues.

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Choose a virtualization platform (e.g., VirtualBox, VMware).
Install the virtualization software.
Create virtual machines with different operating systems.
Install and test software on the VMs.

Review 'The Practice of System and Network Administration' by Thomas A. Limoncelli, Christina J. Hogan, and Strata R. Chalup

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Expand your knowledge of system administration best practices by studying this comprehensive guide.

View The Practice of System and Network... on Amazon

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Read the chapters on monitoring and automation.
Study the sections on security best practices.
Consider how these practices apply to tech support.

Career center

Learners who complete Dell Technologies Technical Support for Software will develop knowledge and skills that may be useful to these careers:

Technical Support Specialist

A technical support specialist provides essential assistance to users encountering software or hardware issues. This course directly addresses the requirements of a technical support specialist by focusing on operating systems, software troubleshooting, and the use of common support tools. The course helps you to navigate common software challenges, resolve them effectively, and manage diverse computing environments. This helps you build a strong foundation in diagnosing and resolving software issues quickly and precisely, in addition to improving system efficiency. Through gaining practical, hands-on experience, you will be well-prepared for a role in technical support.

See salaries and explore the career path for Technical Support Specialist

Software Support Analyst

Software support analysts specialize in providing assistance with software applications. This course aligns directly with the core responsibilities of a software support analyst, with its focus on troubleshooting techniques, common tools, and practical experience with operating systems. The course helps you diagnose and resolve software issues, ensuring optimal performance and functionality. This course is an excellent starting point for those aiming to work in software support.

See salaries and explore the career path for Software Support Analyst

Desktop Support Specialist

Desktop support specialists are crucial for maintaining the functionality of individual user computers and software. This course directly applies to the tasks performed by a desktop support specialist, with its focus on operating systems, software troubleshooting, and hands-on exercises. By solidifying your skills in these areas, you will be prepared to handle various computing environments and resolve issues. The course helps you learn common software problems, in addition to proven solutions. The focus on both the theoretical and practical aspects of software and support tools will greatly assist those looking to enter this career field.

See salaries and explore the career path for Desktop Support Specialist

IT Technician

An IT Technician provides broad technical support across various systems and software. This course provides valuable training, with its concentration on operating systems, software issues, and common support tools. You will learn how to navigate and resolve common issues by combining theoretical knowledge with practical exercises. The skills learned in this course, in addition to practical experience, will be useful for a career as an IT technician, which often requires a broad range of knowledge, as well as a strong understanding of core operating systems.

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Help Desk Technician

Help desk technicians are the first line of support for users needing assistance with their computer systems and software. This course may be useful to aspiring help desk technicians by offering a detailed look at operating systems and software troubleshooting techniques. You will explore widely-used operating systems, learning to resolve common software problems, which is critical knowledge for a help desk technician. The practical skills taught in this course, in addition to knowledge of common support tools, will allow you to support users encountering various software issues.

See salaries and explore the career path for Help Desk Technician

Software Implementation Specialist

Software implementation specialists are tasked with installing and configuring software for clients. This course directly helps those in this role, with its focus on operating systems, installation procedures, and troubleshooting methods. The course emphasizes practical, hands-on skills, which are essential for a software implementation specialist. By understanding operating systems and common software problems, you can ensure smooth implementations. This course may be useful for anyone seeking to work in software implementation.

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Application Support Analyst

Application support analysts specialize in providing support for specific software applications. This course may be useful for this role, with its focus on operating systems, software troubleshooting, and the use of common support tools. You will learn to identify, analyze, and address software related issues, minimizing downtime and improving system efficiency. The course provides a solid understanding of how to troubleshoot software, which is an essential skill for an application support analyst. As such, this course may be useful for those in the field.

See salaries and explore the career path for Application Support Analyst

IT Support Analyst

An IT support analyst assists users with a wide range of technical problems, including software issues. This course provides relevant training through an in-depth look at operating systems, software problem analysis, and common technical support tools. The course emphasizes practical exercises and offers crucial skills for diagnosing and resolving issues effectively and efficiently. For anyone looking to begin their career as an IT support analyst, this course may be useful.

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System Administrator

System administrators are responsible for maintaining and managing computer systems, including the operating systems and software. This course helps build a foundation for system administration by providing a deep dive into operating systems and troubleshooting, which system administrators rely on. The course helps you hone your skills in diagnosing and resolving software related issues, and it also gives you specific tools. By solidifying your skills in these areas, you prepare for the challenges faced by system administrators.

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Field Service Technician

Field service technicians provide on-site support for hardware and software. This course helps field service technicians understand the software side of their role, particularly regarding operating systems and software troubleshooting. This course helps with the diagnosis and resolution of common software issues, and it helps the field service technician resolve issues in a timely fashion. Although the role is not exclusively software-related, this course may be useful to field service technicians.

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IT Consultant

An IT consultant provides expert advice on information technology to businesses. This course may be useful towards becoming an IT consultant, as providing expert advice requires a strong understanding of common tools, operating systems, and software. By understanding software architecture, common software problems, and their solutions, you will have a strong knowledge base to draw from. Though IT consultants require a broad base of knowledge, this course may help build a foundation in operating systems and software.

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Customer Support Representative

Customer support representatives often handle technical queries from users related to software. This course may be useful for those seeking to work in customer support, as it provides an understanding of software and common issues. You will learn how operating systems work, in addition to strategies for resolving common software problems and identifying root causes. The practical knowledge presented in this course can greatly assist in effectively addressing a range of user queries. Though this role is not primarily technical, this course may be useful for those in this field.

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Quality Assurance Tester

Quality assurance testers, particularly those in software, need to identify and report software issues. This course may be useful for this role because it offers insight into software architecture, common software problems, and troubleshooting techniques. While a quality assurance tester does not resolve issues directly, the knowledge of how to troubleshoot and diagnose them is useful. This course provides a window into how software is structured, which is useful for anyone entering the quality assurance profession.

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Technical Trainer

Technical trainers educate others on technical topics, often related to software and systems. This course, being a technical course itself, provides exposure to the common tools, processes, and issues in the tech support world, which is crucial knowledge for a technical trainer in this space. This course helps you solidify your own understanding of operating systems, troubleshooting and software, preparing you to teach these topics to others. The ability to master these subjects will be a great asset for a technical trainer.

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Junior Network Administrator

Junior network administrators maintain and support network infrastructures. Though this role is only partially related to this course, junior network administrators can benefit from a deeper understanding of operating systems and software. The course's focus on troubleshooting will be useful for diagnosing both system and network issues. Although the course does not directly address network administration, it may be useful for those looking to gain a broader understanding of the underlying software that network systems depend on. It is useful to understand software when diagnosing network problems.

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Dell Technologies Technical Support for Software

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