Technical Support Basics for Everyone

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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 you will learn

• 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.

Skills you learn

• Customer Service
• Service-Level Agreement
• Technical Support
• Information Technology

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

Auto Summary

"Technical Support Basics for Everyone" is a foundational IT & Computer Science course by edX, designed to give learners an insider's view into IT Support roles. Over 16 hours, you will explore the support escalation matrix, ticketing systems, common support tools, and remote support software. Ideal for beginners, the course also highlights career opportunities and pathways in tech support, preparing you to engage prospective employers effectively. Available through professional subscription, it’s perfect for those aiming to develop a customer service mindset and technical support expertise.