Industry Professionals’ Guide to Technical Support-Welcome
IBM Technical Support Professional Certificate
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Professional Certificate: Overview of Courses
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Course Introduction
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Course Introduction
Industry Professionals’ Guide to Technical Support-What is Technical Support?
Becoming a Technical Support Professional
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Insiders' Viewpoints – Background for Tech Support
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Career Opportunities in Technical Support
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Insiders' Viewpoints – Getting Started in Tech Support
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Technical Support Roles and Responsibilities
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Activity: Identifying Technical Support Responsibilities
Median Salary Ranges in Technical Support
Introduction to IT Infrastructure
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Summary & Highlights
Technical Support Skills and Opportunities-Technical Support Skills and Opportunities
Technical Support Soft Skills
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Technical Support Professionalism
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Insiders' Viewpoints – Customer Support Mindset
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Basics of Technical Skills
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Activity: Identifying Skills in Technical Support
Performance Evaluation of Technical Support Professionals
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Insiders' Viewpoints - Feedback and Rewarding Experiences
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Career Paths and Progression in Technical Support
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Insiders' Viewpoints – Career Paths in Tech Support
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Industry Certifications for Technical Support
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Insiders' Viewpoints - Skills for Success in Technical Support
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How to Increase Your Salary as a Tech Support Professional
Summary & Highlights
Support Tools, Support Tiers, and Service-Level Agreements-Support Tools, Support Tiers, and Service-Level Agreements
Overview of Support Channels
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Remote Support Tools
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Remote Access
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Activity: Connecting to a Computer Remotely
Future of Technical Support Tools (Emerging Trends)
Insiders' Viewpoints – Remote Support
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Levels of Technical Support
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Activity: Classify Support Levels for Resolving IT Issues
Service-Level Agreements (SLAs)
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Insiders' Viewpoints – What are SLAs?
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The Escalation Matrix
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Activity: Managing Your Escalations
Summary & Highlights
Ticketing Systems-Ticketing Systems
What are Ticketing Systems?
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Handling Difficult Situations
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Features and Benefits of Ticketing Systems
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Activity: Exploring the Lifecycle of a Ticket
Popular Ticketing Systems
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Insiders' Viewpoints - Ticketing Systems
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Activity: Logging a Support Ticket
Introduction to Troubleshooting
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Tech Support Methodologies & Frameworks
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Insiders' Viewpoints – Advances in Technical Support
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Effective Documentation & Communication
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A Day in the Life of a Technical Support Specialist
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Cheat Sheet for Logging a Ticket
Summary & Highlights
Final Hands-on Project and Quiz-Final Quiz
Summary & Highlights
Final Hands-on Project and Quiz-Course Wrap Up
Insiders' Viewpoints - Tech Support: A Great Career Choice!
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Thanks from the Course Team
Congrats & Next Steps