Technical Support (IT) Case Studies and Capstone

Technical Support (IT) Case Studies and Capstone

This course is part of IBM IT Support Professional Certificate

Instructor: IBM Skills Network Team

11,738 already enrolled

Included with

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5 modules

Gain insight into a topic and learn the fundamentals.

186 reviews

Intermediate level

Recommended experience

Flexible schedule

1 week at 10 hours a week

Learn at your own pace

98%

Most learners liked this course

5 modules

Gain insight into a topic and learn the fundamentals.

186 reviews

Intermediate level

Recommended experience

Flexible schedule

1 week at 10 hours a week

Learn at your own pace

98%

Most learners liked this course

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

Operating Systems

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

25 assignments

Taught in English

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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 videos Total 5 minutes

Course Introduction  3 minutes
Microsoft Windows Server Lab Environment 2 minutes

2 readings Total 12 minutes

Course Syllabus and Prerequisites 2 minutes
Identifying System Information for Windows and MacOS devices 10 minutes

4 assignments Total 69 minutes

Graded Case Study: Computer Peripherals and Connectivity 24 minutes
Case Study: Computer Hardware and Software Specifications 15 minutes
Case Study: Computer Display Device Installation 15 minutes
Case Study: Computer Performance and OS Fundamentals 15 minutes

1 app item Total 15 minutes

Hands-on Lab: Installing a Local Printer and Troubleshooting Printer Connectivity Issues 15 minutes

2 plugins Total 20 minutes

Helpful Tips for Course Completion 15 minutes
Reading: Printer Installation and Troubleshooting 5 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 assignments Total 80 minutes

Graded Case Study: System Software, Versions and Application Software Compatibility 20 minutes
Case Study: Browser Versions, Installs and Updates 15 minutes
Case Study: Updating Desktop Software 15 minutes
Case Study: Browser Security Settings and Client-side Scripting 15 minutes
Case Study: Database Roles and Permissions 15 minutes

1 app item Total 15 minutes

Hands-on Lab: System Software and Benefits of Upgrades 15 minutes

1 plugin Total 5 minutes

Reading: OS Upgrades and Software Installation 5 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 assignments Total 65 minutes

Graded Case Study: Configure, Test, and Troubleshoot a SOHO Network 20 minutes
Case Study: Network Types, VPN, and Access Control 15 minutes
Case Study: Network Protocols, Firewalls, and Proxy Servers 15 minutes
Case Study: Hosted Storage and Sharing 15 minutes

1 app item Total 15 minutes

Hands-on Lab: Setting Up and Diagnosing SOHO Wired and Wireless Networks 15 minutes

1 plugin Total 6 minutes

Reading: Router Configuration and Troubleshooting 6 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 assignments Total 80 minutes

Graded Case Study: Public Browsing Safety 20 minutes
Case Study: Intellectual Property and DRM 15 minutes
Case Study: Security and Information Privacy 15 minutes
Case Study: Countering Security Threats and Hardening Devices 15 minutes
Case Study: Password Management Techniques 15 minutes

1 app item Total 15 minutes

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

1 plugin Total 6 minutes

Reading: Public Browsing Safely - Risks and Best Practices 6 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 readings Total 6 minutes

Course Summary 2 minutes
Congratulations and Next Steps 2 minutes
Thanks from the Course Team 2 minutes

7 assignments Total 120 minutes

Graded Case Study: Application Deployment and Management 30 minutes
Case Study: Virtual and Bare-Metal Servers 15 minutes
Case Study: Cloud Networking Using VPCs 15 minutes
Case Study: Identity and Access Management (IAM) 15 minutes
Case Study: Cloud Storage and Databases 15 minutes
Case Study: Cloud Service and Deployment Models 15 minutes
Case Study: Cloud Native Application Management 15 minutes

1 app item Total 60 minutes

Hands-on Lab: Deploy, Update and Scale Applications 60 minutes

1 plugin Total 5 minutes

Reading: Microservices, Serverless Computing, and Autoscaling Cloud Applications 5 minutes

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Instructor

Instructor ratings

(39 ratings)

IBM Skills Network Team

91 Courses 1,844,786 learners

Offered by

IBM

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Reviewed on Jul 18, 2023

It was quit challenging and i enjoyed the ride. Thank you Coursera

Reviewed on Oct 25, 2023

Very helpful course with case studies and projects

Reviewed on Oct 26, 2023

I earned my CompTIA ITF+ certification rightafter completing this program. Amazing work, IBM!

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Frequently asked questions

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.

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.