We may earn an affiliate commission when you visit our partners.
Rav Ahuja
and
Amy Norton
According to Indeed.com in August 2022, the average annual salary for Technical Support is $51,758, though it can go considerably higher. The need for technology is constantly growing, as is the job market for tech support professionals.
In this course you’ll get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software.
Read more
According to Indeed.com in August 2022, the average annual salary for Technical Support is $51,758, though it can go considerably higher. The need for technology is constantly growing, as is the job market for tech support professionals.
In this course you’ll get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software.
Read more
According to Indeed.com in August 2022, the average annual salary for Technical Support is $51,758, though it can go considerably higher. The need for technology is constantly growing, as is the job market for tech support professionals.
In this course you’ll get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software.
To help you with moving into the field, the course covers tech support career opportunities and career pathways from experienced, expert Information Technology professionals.
By the end of this course, you will be able to:
- Describe and develop a customer service and support mindset.
- Explore the features and benefits of ticketing systems.
- Identify support tools and systems used in technical support.
- Define the levels of IT support and the escalation matrix.
- Explore various tech support roles and responsibilities, including service-level agreement responsibilities.
- Recognize the career paths and progression in Technical Support.
This course provides several real-world inspired activities to demonstrate your skills in the areas of support tools, resolving IT issues, escalations and ticketing.
These skills will help you engage prospective employers and ask insightful questions that demonstrate your knowledge of the day-to-day role-related responsibilities.
Register for this course and see more details by visiting:
OpenCourser.com/course/unmpas/technical
What's inside
Learning objectives
- Define technical support, it support, customer support, the various levels of it support, and the escalation matrix.
- Develop both the soft skills and technical skills required to launch a career in technical support.
- Explore the features and benefits of ticketing systems.
- Describe the various methodologies and frameworks popular in technical support.
- Define technical support, it support, customer support, the various levels of it support, and the escalation matrix.
- Develop both the soft skills and technical skills required to launch a career in technical support.
- Explore the features and benefits of ticketing systems.
- Describe the various methodologies and frameworks popular in technical support.
Syllabus
Module 1: What is Technical Support
Becoming a Technical Support Professional
Insiders’ viewpoints – Background for Tech Support
Career Opportunities in Technical Support
Read more
Syllabus
Module 1: What is Technical Support
Becoming a Technical Support Professional
Insiders’ viewpoints – Background for Tech Support
Career Opportunities in Technical Support
Read more
Insiders’ Viewpoints – Getting Started in Tech Support
Technical Support Roles and Responsibilities
Activity: Identifying Technical Support Responsibilities
Median Salary ranges in Technical Support
Introduction to IT Infrastructure
Module 2: Technical Support Skills and Opportunities
Technical Support Soft Skills
Insiders’ Viewpoints – Customer Support Mindset
Basics of Technical Skills
Activity: Identifying Skills in Technical Support
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
How to Increase Your Salary as a Tech Support Professional
Module 3: Support Tools, Support Tiers, and Service-Level Agreements
Overview of Support Channels
Remote Support Tools
Activity: Connecting to a Computer Remotely
Future of Technical Support Tools (Emerging Trends)
Insiders’ Viewpoints – Remote Support
Levels of Technical Support
Activity: Classify Support Levels for Resolving IT Issues
Service-Level Agreements (SLAs)
Insiders’ Viewpoints – What are SLAs?
The Escalations Matrix
Activity: Managing Your Escalations
Module 4: Ticketing Systems
What are Ticketing Systems?
Features and Benefits of Ticketing Systems
Activity: Exploring the Lifecycle of a Ticket
Popular Ticketing Systems
Insiders’ Viewpoints – Ticketing Systems
Activity: Logging a Support Ticket
Tech Support Methodologies & Frameworks
Insiders’ Viewpoints – Advances in Technical Support
Effective Documentation & Communication
A Day in the Life of a Technical Support specialist
Cheat Sheet for Logging a Ticket
Module 5: Hands-on Project: Ticketing Systems
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Examines technical support, which is a role in high-demand in the present job market
Explores core skills for technical support professionals, including soft skills and technical skills
Develops knowledge of common support tools and systems such as remote support and ticketing systems
Instructed by experts in Information Technology with experience in technical support
Provides opportunities for hands-on projects in the area of ticketing systems
Advises on performance evaluation of technical support professionals
Save this course
Save Technical Support Basics for Everyone to your list so you can find it easily later:
Save
Save
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 Basics for Everyone with these
activities:
Review basic computer concepts and terminology
Show steps
Reviewing these materials will be a great way to prepare for the technical terms that will be discussed in this course and can help you perform better when the course begins.
Browse courses on
Computer Architecture
Show steps
-
Refer to course materials and books for fundamental concepts
-
Search for online courses and tutorials on basic computer terminology
-
Attend a workshop to learn about computers and technology
Participate in study groups or online forums
Show steps
Engaging with peers can reinforce your understanding of the course materials, foster collaboration, and provide diverse perspectives.
Show steps
-
Identify or create study groups with classmates or online communities
-
Set regular meeting times and discuss course topics
-
Share resources, insights, and support each other
Practice troubleshooting basic computer issues
Show steps
Technical support professionals are expected to troubleshoot technical issues independently. This activity will equip you with practical skills to resolve simple technical issues within a simulated environment.
Show steps
-
Set up a virtual machine or use a computer simulator
-
Induce common computer problems (e.g., software crashes, hardware issues)
-
Follow troubleshooting steps to resolve the problems
-
Document and share your solutions with peers or mentors
Five other activities
Expand to see all activities and additional details
Show all eight activities
Compile a personalized study guide
Show steps
A personalized study guide can be a valuable tool to reinforce your learning and provide a convenient way to review key concepts before assessments or when preparing for job interviews.
Browse courses on
Study Guide
Show steps
-
Review course notes, readings, and assignments
-
Highlight and summarize important concepts
-
Organize and group related topics
-
Consider adding practice questions or real-world examples
Attend industry events and meetups
Show steps
Connecting with professionals in the field can provide valuable insights into job opportunities, industry trends, and best practices, which can help you prepare for a successful career in technical support.
Show steps
-
Research upcoming industry events and meetups related to technical support
-
Register for events that align with your interests and career goals
-
Prepare an elevator pitch and practice networking skills
-
Attend the events, engage in conversations, and exchange contact information
Offer technical support to non-profit organizations
Show steps
Volunteering allows you to apply your skills in a real-world setting, build your confidence, and make a meaningful contribution to the community.
Browse courses on
Volunteering
Show steps
-
Identify non-profit organizations that need technical support
-
Contact them and offer your services
-
Provide technical assistance, such as troubleshooting, software upgrades, or training
Explore industry-recognized IT certifications
Show steps
Familiarizing yourself with industry certifications can help you understand career progression paths in technical support and set goals for your professional development.
Show steps
-
Research different IT certifications and their relevance to technical support roles
-
Identify reputable organizations offering these certifications
-
Review the certification requirements and exam objectives
-
Consider enrolling in online courses or bootcamps
Develop a technical support knowledge base
Show steps
Creating a comprehensive technical support knowledge base will not only help you retain the information learned in this course but also serve as a valuable reference for future troubleshooting and support scenarios.
Browse courses on
Knowledge Base
Show steps
-
Identify common technical issues and questions
-
Gather and organize relevant information from various sources
-
Create a well-structured and easy-to-navigate knowledge base
-
Consider including screenshots, videos, or interactive elements
Review basic computer concepts and terminology
Show steps
Reviewing these materials will be a great way to prepare for the technical terms that will be discussed in this course and can help you perform better when the course begins.
Browse courses on
Computer Architecture
Show steps
Show steps
Show steps
- Refer to course materials and books for fundamental concepts
- Search for online courses and tutorials on basic computer terminology
- Attend a workshop to learn about computers and technology
Participate in study groups or online forums
Show steps
Engaging with peers can reinforce your understanding of the course materials, foster collaboration, and provide diverse perspectives.
Show steps
Show steps
Show steps
- Identify or create study groups with classmates or online communities
- Set regular meeting times and discuss course topics
- Share resources, insights, and support each other
Practice troubleshooting basic computer issues
Show steps
Technical support professionals are expected to troubleshoot technical issues independently. This activity will equip you with practical skills to resolve simple technical issues within a simulated environment.
Show steps
Show steps
Show steps
- Set up a virtual machine or use a computer simulator
- Induce common computer problems (e.g., software crashes, hardware issues)
- Follow troubleshooting steps to resolve the problems
- Document and share your solutions with peers or mentors
Five other activities
Expand to see all activities and additional details
Show all eight activities
Compile a personalized study guide
Show steps
A personalized study guide can be a valuable tool to reinforce your learning and provide a convenient way to review key concepts before assessments or when preparing for job interviews.
Browse courses on
Study Guide
Show steps
Show steps
Show steps
- Review course notes, readings, and assignments
- Highlight and summarize important concepts
- Organize and group related topics
- Consider adding practice questions or real-world examples
Attend industry events and meetups
Show steps
Connecting with professionals in the field can provide valuable insights into job opportunities, industry trends, and best practices, which can help you prepare for a successful career in technical support.
Show steps
Show steps
Show steps
- Research upcoming industry events and meetups related to technical support
- Register for events that align with your interests and career goals
- Prepare an elevator pitch and practice networking skills
- Attend the events, engage in conversations, and exchange contact information
Offer technical support to non-profit organizations
Show steps
Volunteering allows you to apply your skills in a real-world setting, build your confidence, and make a meaningful contribution to the community.
Browse courses on
Volunteering
Show steps
Show steps
Show steps
- Identify non-profit organizations that need technical support
- Contact them and offer your services
- Provide technical assistance, such as troubleshooting, software upgrades, or training
Explore industry-recognized IT certifications
Show steps
Familiarizing yourself with industry certifications can help you understand career progression paths in technical support and set goals for your professional development.
Show steps
Show steps
Show steps
- Research different IT certifications and their relevance to technical support roles
- Identify reputable organizations offering these certifications
- Review the certification requirements and exam objectives
- Consider enrolling in online courses or bootcamps
Develop a technical support knowledge base
Show steps
Creating a comprehensive technical support knowledge base will not only help you retain the information learned in this course but also serve as a valuable reference for future troubleshooting and support scenarios.
Browse courses on
Knowledge Base
Show steps
Show steps
Show steps
- Identify common technical issues and questions
- Gather and organize relevant information from various sources
- Create a well-structured and easy-to-navigate knowledge base
- Consider including screenshots, videos, or interactive elements
Career center
Learners who complete Technical Support Basics for Everyone will develop knowledge and skills
that may be useful to these careers:
Technical Support Specialist
Technical Support Specialist
Technical Support Specialists provide technical support to users, diagnose and resolve computer and network issues, and maintain computer systems and networks. This Technical Support Basics for Everyone course may be useful for Technical Support Specialists since it will build upon their knowledge of technical support and may help them advance their career.
Help Desk Technician
Help Desk Technician
Help Desk Technicians provide technical support to users, diagnose and resolve computer and network issues, and maintain computer systems and networks. This Technical Support Basics for Everyone course may be useful for Help Desk Technicians since it will help them build a strong foundation in technical support.
IT Support Analyst
IT Support Analyst
IT Support Analysts provide technical support to users, diagnose and resolve computer and network issues, and maintain computer systems and networks. This Technical Support Basics for Everyone course may be useful for IT Support Analysts since it can help them build a strong foundation in technical support and enhance their ability to provide better support.
Desktop Support Technician
Desktop Support Technician
Desktop Support Technicians provide technical support to users, diagnose and resolve computer and network issues, and maintain computer systems and networks. This Technical Support Basics for Everyone course may be useful for Desktop Support Technicians since it may help them build a foundation in technical support and enhance their ability to provide better support.
Computer User Support Specialist
Computer User Support Specialist
Computer User Support Specialists provide technical support to computer users, helping them troubleshoot and resolve computer issues. They may also provide training on new software and hardware. This Technical Support Basics for Everyone course may be useful for Computer User Support Specialists since it can help them build a strong foundation in technical support and enhance their ability to provide better support.
Computer Technician
Computer Technician
Computer Technicians diagnose and repair computer hardware and software issues. They may also provide technical support to users. This Technical Support Basics for Everyone course may be useful for Computer Technicians since it can help them build a foundation in technical support.
Computer Systems Analyst
Computer Systems Analyst
Computer Systems Analysts design, develop, implement, and maintain computer systems. They analyze user needs and develop solutions using software and hardware. This Technical Support Basics for Everyone course may be useful for Computer Systems Analysts since it can help them build a foundation in technical support.
Network Administrator
Network Administrator
Network Administrators plan, implement, and maintain computer networks. They ensure that computer networks are running smoothly and securely. This Technical Support Basics for Everyone course may be useful for Network Administrators since it helps build a foundation in technical support.
System Administrator
System Administrator
System Administrators plan, implement, and maintain computer systems and networks. They ensure that computer systems are running smoothly and securely. This Technical Support Basics for Everyone course may be useful for System Administrators since it can help them build a foundation in technical support.
Database Administrator
Database Administrator
Database Administrators plan, implement, and maintain databases. They ensure that databases are running smoothly and securely. This Technical Support Basics for Everyone course may be useful for Database Administrators since it can help them build a foundation in technical support.
Network and Computer Systems Administrator
Network and Computer Systems Administrator
Network and Computer Systems Administrators plan, implement, and maintain computer and network systems. They ensure that computer networks are running smoothly and securely. This Technical Support Basics for Everyone course may be useful for Network and Computer Systems Administrators since it can help them build a foundation in technical support.
Telecommunications Specialist
Telecommunications Specialist
Telecommunications Specialists design, install, and maintain telecommunications systems, including telephone networks, data networks, and wireless networks. They may also provide technical support to users. This Technical Support Basics for Everyone course may be useful for Telecommunications Specialists since it will help them build on their technical support knowledge.
Web Developer
Web Developer
Web Developers design, develop, and maintain websites. They use programming languages and web technologies to create websites that are functional and visually appealing. This Technical Support Basics for Everyone course may be useful for Web Developers since it can help them develop a foundation in technical support.
Information Technology Specialist
Information Technology Specialist
IT Specialists set up and maintain computer hardware and software systems, and provide technical support to users. They advise management on the acquisition and strategic use of IT, and develop technology strategy for the organization. This Technical Support Basics for Everyone course may be useful for Information Technology Specialists since it helps with building a foundation in technical support.
Computer and Information Research Scientist
Computer and Information Research Scientist
Computer and Information Research Scientists design, develop, evaluate, and implement computer and information systems for scientific research. They provide solutions to scientific and engineering problems. This Technical Support Basics for Everyone course may be useful for Computer and Information Research Scientists since it may help them gain insights into providing technical support in their field.
For more career information including salaries, visit:
OpenCourser.com/course/unmpas/technical
Reading list
We've selected ten books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Technical Support Basics for Everyone.
Save
Can be very useful to learners in this course looking to develop the soft skills needed to be successful in a technical support role.
Can be very useful to provide learners in this course with practice questions as well as information on exam objectives and skills measured on the CompTIA Technical Support Specialist certification exam.
Save
Widely used resource in the field of software development and can provide learners in this course with insight into best practices for writing clean and maintainable code.
Provides readers with an overview of the principles and practices of system and network administration and can be particularly useful for learners in this course looking to move into a career as a technical support professional.
Has long been considered to be a classic in the field of software development and can be a useful resource for learners in this course who are interested in becoming more effective programmers.
Comprehensive guide to designing, building, and maintaining an IT infrastructure and can be a useful resource for learners in this course.
Can be a useful resource for learners in this course who are interested in starting their own business or learning more about the lean startup methodology.
Can be very useful to learners in this course who are looking to move into a career in software development.
Can be a useful resource for learners in this course who are interested in learning more about the challenges of innovation in the technology industry.
Can provide learners in this course with insight into the challenges, risks, and strategies for marketing and selling technology products to mainstream customers.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/unmpas/technical
Share
Similar courses
Here are nine courses similar to
Technical Support Basics for Everyone.
Introduction to Technical Support
OpenCourser.com/course/oadczo/introduction
Introduction to Technical Support
Most relevant
IT Support Case Studies
OpenCourser.com/course/z929d4/it
IT Support Case Studies
Most relevant
Technical Support (IT) Case Studies and Capstone
OpenCourser.com/course/9uvq6n/technical
Technical Support (IT) Case Studies and Capstone
Most relevant
Google Chrome Security and Extensions for Beginners
OpenCourser.com/course/38j4q1/google
Google Chrome Security and Extensions for Beginners
Most relevant
Microsoft Windows Defender and Firewall for Beginners
OpenCourser.com/course/kcwske/microsoft
Microsoft Windows Defender and Firewall for Beginners
Most relevant
Coding for Beginners: An Easy Introduction
OpenCourser.com/course/deziq8/coding
Coding for Beginners: An Easy Introduction
Introduction to AWS Cloud Careers
OpenCourser.com/course/2q23ta/introduction
Introduction to AWS Cloud Careers
TypeScript & Next.js 14: Building a Tech Ticketing App
OpenCourser.com/course/e1s72a/typescript
TypeScript & Next.js 14: Building a Tech Ticketing App
Technical Diagnostics and Troubleshooting Techniques
OpenCourser.com/course/x4ku7a/technical
Technical Diagnostics and Troubleshooting Techniques
Effort
9 to 12 hours per week for 5 weeks
Level
Introductory
Via
edX
Institution
IBM
Instructors
Rav Ahuja
Amy Norton
Language
English
Transcript
English
Good to know
Examines technical support, which is a role in high-demand in the present job market
Explores core skills for technical support professionals, including soft skills and technical skills
Develops knowledge of common support tools and systems such as remote support and ticketing systems
Instructed by experts in Information Technology with experience in technical support
Provides opportunities for hands-on projects in the area of ticketing systems
Advises on performance evaluation of technical support professionals
Our mission
OpenCourser helps millions of learners each year. People visit us to learn workspace skills, ace their exams, and nurture their curiosity.
Our extensive catalog contains over 50,000 courses and twice as many books. Browse by search, by topic, or even by career interests. We'll match you to the right resources quickly.
Find this site helpful? Tell a friend about us.
Affiliate disclosure
We're supported by our community of learners. When you purchase or subscribe to courses and programs or purchase books, we may earn a commission from our partners.
Your purchases help us maintain our catalog and keep our servers humming without ads.
Thank you for supporting OpenCourser.
© 2016 - 2024 OpenCourser