Technical Support Basics for Everyone from edX

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.

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

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

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

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

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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

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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

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Engaging with peers can reinforce your understanding of the course materials, foster collaboration, and provide diverse perspectives.

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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

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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.

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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

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Show all eight activities

Compile a personalized study guide

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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

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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

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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.

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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

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Volunteering allows you to apply your skills in a real-world setting, build your confidence, and make a meaningful contribution to the community.

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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

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Familiarizing yourself with industry certifications can help you understand career progression paths in technical support and set goals for your professional development.

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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

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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

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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 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.

See salaries and explore the career path for Technical Support Specialist

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.

See salaries and explore the career path for Help Desk Technician

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.

See salaries and explore the career path for IT Support Analyst

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.

See salaries and explore the career path for Desktop Support Technician

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.

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

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.

See salaries and explore the career path for Computer Technician

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.

See salaries and explore the career path for Computer Systems Analyst

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.

See salaries and explore the career path for Network 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.

See salaries and explore the career path for System 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.

See salaries and explore the career path for Database 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.

See salaries and explore the career path for Network and Computer Systems Administrator

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.

See salaries and explore the career path for Telecommunications Specialist

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.

See salaries and explore the career path for Web Developer

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.

See salaries and explore the career path for Information Technology Specialist

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.

See salaries and explore the career path for Computer and Information Research Scientist