Introduction to Technical Support

This week, you will learn about the skills you need for success in information technology (IT) careers and the roles and responsibilities of technical support professionals. You’ll also learn about different IT systems. You’ll hear from industry insiders about getting started in technical support and how you can pursue a career in information technology (IT) without prior experience or degrees. In the guided activities, you’ll practice identifying the responsibilities of technical support professionals.

This week, you will learn about the skills required for technical support, what certifications benefit you, the purpose of performance evaluations, and the possible career paths and progressions available to you in IT. You will also hear from industry insiders about developing your customer support mindset, getting feedback on the customer experience, and what skills you need for success in technical support. Then in the guided activity, you’ll demonstrate the skills you need for technical support.

This week, you’ll learn about different support channels, remote support tools, service-level agreements (SLAs), and the escalation matrix. In the guided activities, you will explore connecting to a remote computer, classifying support levels, and managing escalations. You’ll hear from industry insiders about using remote support and why SLAs are important. And you will also learn about tiered support levels and the future of tech support.

This week, you will learn about ticketing systems, their common features and benefits, and the essential elements of industry-leading ticketing systems. You’ll experience a day in the life of a technical support specialist. You’ll also hear from industry insiders with vast experience in ticketing systems as they discuss the advances and changes in technical support. You will learn about IT Service Management (ITSM) and the benefits of effective documentation and communication. And in the guided activities, you will explore the ticket lifecycle and then practice logging a ticket.

In this module, you’ll participate in the hands-on lab, working with a ticketing system. You will create, update, and resolve records and generate reports and charts in a ticketing system. You’ll also participate with your peers in a discussion about your plans for your future. Finally, you’ll hear from industry insiders about why getting started in technical support is the right career choice!