Summary of "IBM IT Support - Complete Course | IT Support Technician - Full Course"
Summary of IBM IT Support - Complete Course
Overview and Career Context
- Growing Demand: Technology use is increasing globally, driving demand for technical support professionals skilled in hardware, software, networking, cybersecurity, cloud computing, and more.
- Job Market: Approximately 70,400 computer support jobs are posted annually in the US, with a 9% growth projected through 2030.
- Salary: Median US salary for computer support specialists is around $57,910 annually (~$28/hour).
- Entry Point: Technical support is a great entry-level path into IT, requiring no prior experience or college degree—just willingness to learn and basic computer literacy.
- Certification: The IBM Technical Support Professional Certificate prepares learners for CompTIA IT Fundamentals (ITF+) certification and covers core IT knowledge and skills.
Course Structure and Content
The certificate includes courses on:
- Technical Support Fundamentals (roles, career pathways, tools, soft skills)
- Hardware and Operating Systems (internal components, setup, troubleshooting)
- Software, Programming, and Databases (development basics, browsers, database management)
- Networking and Storage (network types, protocols, storage options)
- Cybersecurity Essentials (threats, data protection, authentication)
- Cloud Computing (deployment/service models, security, emerging trends)
- Case Studies and Capstone (practical scenarios, exam prep)
Technical Support Roles and Skills
- Roles: Help desk technician, desktop support, IT support specialist, service desk analyst, field technician, and escalation tiers (Level 0 to 4).
- Responsibilities: Diagnosing/resolving issues, installing/configuring hardware/software, managing tickets, training users, maintaining security.
- Soft Skills: Empathy, patience, communication, organization, problem-solving, adaptability, and a customer support mindset are critical.
- Technical Skills: Basic understanding of hardware, operating systems (Windows, Linux, MacOS), networking, cybersecurity, programming basics, databases, ticketing systems, and remote support tools.
- Certifications: CompTIA ITF+, A+, Network+, Security+, Microsoft, Cisco, Apple certifications recommended for career advancement.
IT Fundamentals
- Hardware: Components (CPU, RAM, motherboard, storage devices), peripherals (input/output devices like keyboard, mouse, printers, audio/visual devices).
- Operating Systems: Windows 10, Linux (Ubuntu), MacOS, Chrome OS basics, configuration, user management.
- Networking: Types (PAN, LAN, MAN, WAN, WLAN, VPN), topologies (star, ring, bus, mesh), hardware (routers, switches, modems, NICs), protocols (TCP/IP, DNS, DHCP), and troubleshooting commands (ping, tracert, nslookup).
- Storage: Internal (HDD, SSD, hybrid drives), external (USB drives, optical drives), network storage (NAS, SAN), cloud storage types (file, block, object), RAID configurations, backups.
- Software: Types (commercial, open source), licenses, installation, programming languages (compiled vs interpreted), software development lifecycle, and databases (relational and non-relational).
Cybersecurity and Data Privacy
- CIA Triad: Confidentiality, Integrity, Availability as core security principles.
- Threats: Physical theft, malware (viruses, worms, trojans, ransomware), phishing, impersonation, denial of service attacks.
- Security Measures: Encryption (symmetric, asymmetric, hashing), firewalls, VPNs, multi-factor authentication (MFA), password management, access control (RBAC), secure device hardening.
- Safe Browsing: Use HTTPS, manage cookies, block pop-ups, use private/incognito modes, avoid public Wi-Fi or use VPNs.
- Data Protection: Regulatory compliance (HIPAA, GDPR), intellectual property protection, secure software development, monitoring and auditing.
Cloud Computing
- Concept: On-demand delivery of computing resources (servers, storage, applications) over the internet on a pay-as-you-go basis.
- Characteristics: On-demand self-service, broad network access, resource pooling, rapid elasticity, measured service.
- Deployment Models: Public cloud, private cloud, hybrid cloud.
- Service Models: Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Software as a Service (SaaS).
- Technologies: Virtualization (hypervisors, virtual machines), containerization (Docker, Kubernetes), serverless computing, microservices, DevOps.
- Cloud Storage: File, block, and object storage; storage tiers; content delivery networks (CDNs).
- Security: Shared responsibility model, encryption, identity and access management, continuous monitoring, application modernization.
- Benefits: Cost savings,
Category
Educational
