1.1 Overview of Technical Support Roles

  – Understanding the role of technical support.

  – Key responsibilities: troubleshooting, customer assistance, and system maintenance.

  – Tiers of technical support (Tier 1, Tier 2, Tier 3).

1.2 Common Types of Issues Handled by Technical Support

  – Hardware issues, software issues, network problems, and security issues.

  – Break/fix support, configuration support, and problem-solving.

1.3 Understanding Service-Level Agreements (SLAs)

  – Importance of SLAs in technical support.

  – Types of SLAs and how to meet them.

  – Working within defined resolution times.

2.1 Hardware Components

  – Understanding the core components of a computer (CPU, RAM, Hard Drive, etc.).

  – Troubleshooting common hardware issues (boot issues, hardware failures).

  – Identifying and replacing faulty components.

2.2 Peripheral Devices

  – Overview of common peripheral devices (printers, scanners, external storage).

  – Troubleshooting common peripheral issues (drivers, connectivity).

  – Setting up and configuring printers and scanners.

3.1 Understanding Operating Systems

  – Overview of Windows, macOS, and Linux.

  – File systems and permissions (NTFS, ext4).

  – Understanding boot processes and common errors.

3.2 Installation and Configuration of Operating Systems

  – Installing and configuring Windows, macOS, and Linux.

  – Upgrading OS versions and applying patches.

  – Resolving OS-related issues (corrupt files, missing drivers).

3.3 Troubleshooting Operating System Issues

  – Resolving BSOD (Blue Screen of Death) on Windows.

  – Fixing common macOS startup issues.

  – Linux command line troubleshooting for common issues.

4.1 Fundamentals of Networking

  – Understanding the OSI model, TCP/IP protocol suite.

  – Basic network hardware: Routers, switches, modems.

  – IP addressing, DHCP, DNS, and subnetting basics.

4.2 Network Troubleshooting

  – Troubleshooting connectivity issues (ping, tracert, ipconfig).

  – Identifying issues with DNS, DHCP, and firewall configurations.

  – Resolving issues with Wi-Fi, VPN, and network sharing.

5.1 Software Installation and Configuration

  – Installing software on Windows, Mac, and Linux.

  – License management and activation.

  – Software patching and updates (managing compatibility issues).

5.2 Common Software Issues

  – Resolving application crashes and performance issues.

  – Handling compatibility issues across different OS versions.

  – Working with antivirus and security software.

5.3 Remote Troubleshooting Tools

  – Using remote desktop tools (TeamViewer, AnyDesk).

  – Managing remote connections and solving issues remotely.

6.1 Understanding Security Threats

  – Introduction to common security threats (malware, phishing, ransomware).

  – Recognizing and mitigating security risks.

  – Installing and managing antivirus and firewall software.

6.2 Data Backup and Recovery

  – Techniques for data backup (local, cloud-based solutions).

  – Restoring systems and data from backups.

  – Disk cloning and disaster recovery solutions.

6.3 User Account and Access Management

  – Managing user accounts in Windows, macOS, and Linux.

  – Understanding role-based access control (RBAC).

  – Handling password reset requests and account lockouts.

7.1 Introduction to ITIL and Service Desk Tools

  – Overview of ITIL (Information Technology Infrastructure Library).

  – Understanding incident, problem, and change management.

  – Working with ticketing systems (ServiceNow, Zendesk, Freshdesk).

7.2 Handling Customer Tickets

  – Logging tickets and categorizing issues.

  – Tracking issue resolution and escalating when necessary.

  – Managing multiple tickets effectively.

8.1 Effective Communication Skills for Technical Support

  – How to explain technical issues to non-technical users.

  – Communicating with frustrated or difficult customers.

  – Writing effective documentation and support guides.

8.2 Time and Stress Management

  – Prioritizing tasks under pressure.

  – Handling high-stress situations (high-priority incidents).

  – Techniques for maintaining productivity and quality.

9.1 Systematic Troubleshooting Approaches

  – Understanding root cause analysis.

  – Using structured problem-solving techniques (flowcharts, checklists).

  – Preventing recurring issues through proactive maintenance.

9.2 Real-World Technical Support Scenarios

  – Hands-on practice with simulated issues.

  – Role-playing real-world customer support interactions.

  – Documenting and resolving issues step by step.

10.1 Capstone Project

  – Students will work on a real-world technical support case.

  – Simulate issues, resolve them, and document the process.

  – Presenting solutions and root cause analysis to peers.

10.2 Resume Writing and Interview Preparation

  – Writing a strong resume tailored to technical support roles.

  – Preparing for technical interviews (common questions, scenarios).

  – Practicing mock interviews with a focus on troubleshooting skills.