What will I get if I subscribe to this Certificate?

When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.

Technical Support (IT) Case Studies and Capstone

Ends tomorrow! Save 40% on your access to 10,000+ programs and make a real impact in your career. Save now.

Technical Support (IT) Case Studies and Capstone

This course is part of IBM IT Support Professional Certificate

Instructor: IBM Skills Network Team

12,259 already enrolled

Included with Learn more

Ask Coursera

5 modules

Gain insight into a topic and learn the fundamentals.

Intermediate level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

5 modules

Gain insight into a topic and learn the fundamentals.

Intermediate level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

What you'll learn

Describe processes and information related to IT Fundamentals in the context of providing technical support.
Demonstrate systematic and effective troubleshooting and problem-solving skills.
Use diagnostic tools and tracking systems to solve and log customer issues.
Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.

Skills you'll gain

Tools you'll learn

Cloud Storage

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

25 assignments

Taught in English

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business

logos of Petrobras, TATA, Danone, Capgemini, P&G and L'Oreal

Build your Computer Security and Networks expertise

This course is part of the IBM IT Support Professional Certificate

When you enroll in this course, you'll also be enrolled in this Professional Certificate.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate from IBM

There are 5 modules in this course

In this IBM course, you will apply the knowledge gained from the IT Support Professional Certificate to realistic situations. This capstone course leads you through a series of technical support case studies that require hands-on work to resolve. Upon completing this course, you’ll gain an enriched perspective on employing technical support in professional settings, making you a sought-after IT professional.

You’ll navigate a range of hands-on technical support labs crafted to challenge and enhance your problem-solving abilities. You’ll merge theory with practice to analyze user help requests and employ systematic troubleshooting techniques to diagnose and resolve technical issues. A comprehensive understanding of escalation protocols and adept utilization of ticketing systems and diagnostic tools will become second nature to you. You’ll examine the intricacies of hardware and software across diverse computing platforms, grasp network fundamentals, delve into security, and explore the cloud computing landscape. You will have the opportunity to sharpen your communication skills and master conflict mitigation and de-escalation techniques, culminating in a comprehensive customer service orientation. By the end of this course, you will better understand how to use your technical support skills in everyday professional settings. This course assumes that you are already familiar with IT fundamentals knowledge. If you do not have this knowledge, it is recommended that you complete the previous courses in the IBM IT Support Professional Certificate before starting this course. Learners who complete and pass all courses in the IT Support Professional Certificate will receive a 30% discount voucher for a CompTIA Certification exam.

In this module, you will demonstrate knowledge of hardware and operating systems, with a focus on providing effective technical support. From effective phone and email support to understanding the inner workings of computer components, this module lays the groundwork for your journey into technical expertise.

What's included

2 videos2 readings4 assignments1 app item2 plugins

2 videosTotal 5 minutes

Course Introduction 3 minutes
Microsoft Windows Server Lab Environment2 minutes

2 readingsTotal 12 minutes

Course Syllabus and Prerequisites2 minutes
Identifying System Information for Windows and MacOS devices10 minutes

4 assignmentsTotal 69 minutes

Graded Case Study: Computer Peripherals and Connectivity24 minutes
Case Study: Computer Hardware and Software Specifications15 minutes
Case Study: Computer Display Device Installation15 minutes
Case Study: Computer Performance and OS Fundamentals15 minutes

1 app itemTotal 15 minutes

Hands-on Lab: Installing a Local Printer and Troubleshooting Printer Connectivity Issues15 minutes

2 pluginsTotal 20 minutes

Helpful Tips for Course Completion15 minutes
Reading: Printer Installation and Troubleshooting5 minutes

Module 2 looks deeper in the the realm of technical support, where you will test your skills and knowledge with case studies on topics like software, programming, and databases. From troubleshooting web-related issues to guiding users through software updates and database management, this module lets you strengthen your ability to provide top-notch technical assistance.

What's included

5 assignments1 app item1 plugin

5 assignmentsTotal 80 minutes

Graded Case Study: System Software, Versions and Application Software Compatibility20 minutes
Case Study: Browser Versions, Installs and Updates15 minutes
Case Study: Updating Desktop Software15 minutes
Case Study: Browser Security Settings and Client-side Scripting15 minutes
Case Study: Database Roles and Permissions 15 minutes

1 app itemTotal 15 minutes

Hands-on Lab: System Software and Benefits of Upgrades15 minutes

1 pluginTotal 5 minutes

Reading: OS Upgrades and Software Installation5 minutes

This week, you will demonstrate knowledge of networking software and storage in the context of providing technical support. By mastering live chat and email support skills and gaining expertise in remote support tools, you'll be well-prepared to diagnose and resolve network issues, configure storage solutions, and ensure smooth data transfer.

What's included

4 assignments1 app item1 plugin

4 assignmentsTotal 65 minutes

Graded Case Study: Configure, Test, and Troubleshoot a SOHO Network20 minutes
Case Study: Network Types, VPN, and Access Control15 minutes
Case Study: Network Protocols, Firewalls, and Proxy Servers15 minutes
Case Study: Hosted Storage and Sharing15 minutes

1 app itemTotal 15 minutes

Hands-on Lab: Setting Up and Diagnosing SOHO Wired and Wireless Networks15 minutes

1 pluginTotal 6 minutes

Reading: Router Configuration and Troubleshooting6 minutes

This week, you will demonstrate knowledge of cybersecurity. From understanding open-source code licensing to securing user information and combatting cyber threats, this module equips you with the ability to test your knowledge and skills in case studies to safeguard digital assets and promote safe computing practices.

What's included

5 assignments1 app item1 plugin

5 assignmentsTotal 80 minutes

Graded Case Study: Public Browsing Safety20 minutes
Case Study: Intellectual Property and DRM15 minutes
Case Study: Security and Information Privacy15 minutes
Case Study: Countering Security Threats and Hardening Devices15 minutes
Case Study: Password Management Techniques15 minutes

1 app itemTotal 15 minutes

Hands-on Lab: Exploring Browser Security and Configuring Privacy Settings 15 minutes

1 pluginTotal 6 minutes

Reading: Public Browsing Safely - Risks and Best Practices6 minutes

In this final module, you will explore the dynamic field of cloud computing. You will use your skills and knowledge in case studies to practice managing access policies, resetting passwords, and navigating the complex world of cloud services.

What's included

3 readings7 assignments1 app item1 plugin

3 readingsTotal 6 minutes

Course Summary2 minutes
Congratulations and Next Steps2 minutes
Thanks from the Course Team2 minutes

7 assignmentsTotal 120 minutes

Graded Case Study: Application Deployment and Management30 minutes
Case Study: Virtual and Bare-Metal Servers15 minutes
Case Study: Cloud Networking Using VPCs15 minutes
Case Study: Identity and Access Management (IAM)15 minutes
Case Study: Cloud Storage and Databases15 minutes
Case Study: Cloud Service and Deployment Models15 minutes
Case Study: Cloud Native Application Management15 minutes

1 app itemTotal 60 minutes

Hands-on Lab: Deploy, Update and Scale Applications60 minutes

1 pluginTotal 5 minutes

Reading: Microservices, Serverless Computing, and Autoscaling Cloud Applications5 minutes

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Instructor

IBM Skills Network Team

100 Courses3,029,104 learners

Offered by

IBM

Explore more from Computer Security and Networks

IBM
Introduction to Technical Support
Course
Status: Free Trial
IBM
Cybersecurity Case Studies and Capstone Project
Course
Status: Free Trial
Google
Technical Support Fundamentals
Course
Category: Bestseller
IBM
IBM IT Support
Professional Certificate
Status: Free Trial

Why people choose Coursera for their career

Felipe M.

Learner since 2018

"To be able to take courses at my own pace and rhythm has been an amazing experience. I can learn whenever it fits my schedule and mood."

Jennifer J.

Learner since 2020

"I directly applied the concepts and skills I learned from my courses to an exciting new project at work."

Larry W.

Learner since 2021

"When I need courses on topics that my university doesn't offer, Coursera is one of the best places to go."

Chaitanya A.

"Learning isn't just about being better at your job: it's so much more than that. Coursera allows me to learn without limits."

Frequently asked questions

This capstone simulates the diverse, multi-platform challenges faced by modern helpdesk and desktop support professionals. You will analyze and resolve realistic user help requests spanning several core tech domains: diagnostic hardware failures, software update glitches, database management, network connectivity errors, and cybersecurity threat mitigation. By working through these multifaceted case studies, you learn how to isolate variables systematically and apply effective problem-solving techniques across different operating systems.

Technical support is as much about documentation and workflow as it is about fixing hardware. Throughout the hands-on labs, you will gain practical experience navigating industry-standard ticketing systems and implementing strict escalation protocols when a ticket requires tier-2 or tier-3 intervention. You will also master the deployment of remote support tools and live chat diagnostics, ensuring you can securely access, troubleshoot, and resolve end-user issues regardless of their physical location.

Yes. This course serves as the practical culmination of your foundational IT training and is explicitly mapped to the core competencies required in the tech industry. It focuses heavily on the exact operational scenarios you will encounter on the job and during certification evaluations.

To access the course materials, assignments and to earn a Certificate, you will need to purchase the Certificate experience when you enroll in a course. You can try a Free Trial instead, or apply for Financial Aid. The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.