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Technical Support Case Studies and Capstone

عن

This course allows you to show what you’ve learned in the previous IT Technical Support professional certification courses and apply that knowledge to realistic situations. The IT Technical Support Capstone leads you through a series of technical support case studies that require hands-on work to resolve. You will practice analyzing user help requests and troubleshooting various issues. You’ll demonstrate your knowledge of hardware, software, networking, security, and cloud computing. You’ll also demonstrate your understanding of escalation, levels of support, ticketing systems, and other support tools and systems. And along the way, you’ll show what you’ve learned about the essential communication and customer service skills for effective technical support. By the end of the course, you will better understand how to use your technical support skills in everyday professional settings. You’ll also be prepared to take the CompTIA ITF+ exam for certification.

الوحدات

Welcome

    • 1 Videos
    • 1 Readings
    • 1 Plugin
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1 Videos

  • Course Introduction 

1 Readings

  • Course Syllabus and Prerequisites

Hardware and Operating Systems Scenarios

    • 1 Videos
    • 1 Readings
    • 1 ExternalTool
    • 1 Plugin
    • 4 Assignment
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4 Assignment

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

1 External Tool

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

1 Videos

  • Microsoft Windows Server Lab Environment

1 Readings

  • Identifying System Information for Windows and MacOS devices

Software, Programming, and Database Scenarios

    • 1 ExternalTool
    • 1 Plugin
    • 5 Assignment
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5 Assignment

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

1 External Tool

  • Hands-on Lab: System Software and Benefits of Upgrades

Networking and Storage Scenarios

    • 1 ExternalTool
    • 1 Plugin
    • 4 Assignment
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4 Assignment

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

1 External Tool

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

Cybersecurity Scenarios

    • 1 ExternalTool
    • 1 Plugin
    • 5 Assignment
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5 Assignment

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

1 External Tool

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

Cloud Computing Scenarios

    • 1 ExternalTool
    • 1 Plugin
    • 7 Assignment
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7 Assignment

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

1 External Tool

  • Hands-on Lab: Deploy, Update and Scale Applications

Course Wrap Up

    • 4 Readings
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4 Readings

  • Course Summary
  • Congratulations and Next Steps
  • CompTIA ITF+ Offer
  • Thanks from the Course Team

Auto Summary

Enhance your IT technical support skills with this practical course, focusing on realistic case studies and hands-on troubleshooting. Led by Coursera, it covers hardware, software, networking, security, and cloud computing, alongside essential communication and customer service skills. Ideal for professionals, this course also prepares you for the CompTIA ITF+ certification. Enroll with a Starter subscription and apply your knowledge in real-world settings.