IBM IT Support Professional Certificate

Demonstrate an understanding of operating system fundamentals.

Recognize desktop and laptop hardware components and devices.

Identify and describe internal desktop and laptop computer components, interfaces, and peripherals.

Explain basic workstation setup, locate operating system settings, and identify good troubleshooting practices.

Classify, install, configure, and manage software including mobile platforms.

Discuss cloud computing and web browser concepts.

Explain software development models, techniques, and concepts.

Describe fundamental database management concepts.

Identify wired and wireless network types, explain physical and logical topology, differentiate network cable types and what each is used for.

List common network devices. Discover what packets are and how IP addresses work, and explain what protocols are and why models are necessary.

Determine how to set up and encrypt networks and mobile devices. Diagnose connectivity issues and utilize the command prompt and Windows Settings.

List network drive types, explain RAM, ROM, and RAID, and troubleshoot storage issues. Explain STaaS, and define file, block, and object storage.

Recognize the importance of data security, maintaining data integrity, and confidentiality

Demonstrate the installation of software updates and patches

Identify preferred practices for authentication, encryption, and device security

Discuss types of security threats, breaches, malware, social engineering, and other attack vectors

Define cloud computing and explain essential characteristics, history, the business case for cloud, and the emerging technologies enabled by cloud

Describe the cloud service models- IaaS, PaaS, SaaS, and cloud deployment models- Public, Private, Hybrid; explain cloud infrastructure components

Explain emerging Cloud related trends including HybridMulticloud, Microservices, Serverless, Cloud Native, DevOps, and Application Modernization

List and describe services of popular cloud platforms including AWS, Microsoft Azure, Google Cloud, IBM Cloud, Alibaba Cloud, and others

Practice and check your readiness for the CompTIA ITF+ Certification exam that tests your proficiency in IT Fundamentals.

Summarize how to set up and install common peripheral devices, secure a basic wireless network, and the importance of Cloud+ Certification exam.

Describe the components of an OS, identify programming language categories, define programming & database concepts, and methods used to interface.

Identify best security practices, including confidentiality, integrity, and availability concerns of secure devices, and describe IT concepts.

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.

Summarize the basic functions and tasks of the technical support specialist role.

Describe some career paths for technical support and the job prospects for the field.

Review technical support fundamentals and refresh essential skills.

Discover what to expect from a technical interview so you can come prepared.