Launch your rewarding new career in tech. This program will prepare you with job-ready skills valued by employers in as little as 3 months. No degree or prior experience needed to get started.

4.7

stars

171 ratings

Rav Ahuja +2 more instructors

6,447 already enrolled

Offered By

IBM Technical Support Professional CertificateIBM Skills Network

What you will learn

Develop key knowledge and up-to-date skills for a rewarding career in IT and Technical Support
Learn in-demand hardware and software skills that help users select, install and configure their devices, operating systems and applications
Build essential computer networking, cybersecurity, and cloud computing skills that IT Support and Helpdesk specialists need to be successful
Practice customer service and troubleshooting skills through hands-on labs, demos and interactive exercises to become job-ready

Skills you will gain

Networking/Cybersecurity Essentials
IT Fundamentals
Hardware/Software Setup
Technical Support
Cloud Computing
Information Technology
Customer Service
Ticketing Systems
Service Level Agreements
IT Service Management (ITSM)
Troubleshooting
IT Career

About this Professional Certificate

54,087 recent views

Get ready for a rewarding career in Information Technology (IT) - no experience or degree is required to get started. With over 400,000 US job openings and an average entry-level salary of $52,000¹ Computer Support Specialists are in high demand with opportunities for career advancement. This Professional Certificate program from IBM was built by experts to prepare you for an entry-level job in Technical Support. When dedicating a few hours per week, you can complete the program in 3 to 6 months, and develop job-ready skills employers look for. Whether you are just starting out your career or changing jobs, this program enables you to develop a strong foundation in IT fundamentals, networking, cybersecurity and cloud computing, which are also required skills for many other technology jobs including Software Engineer, Data Analyst and Data Scientist. When you successfully complete the program you’ll receive dual credentials, a Professional Certificate to showcase your job readiness to potential employers, as well as an IBM Digital Badge that will help your profile stand out. You will also gain access to career and job placement resources upon completion, which will guide you with developing your resume, promoting your new skills, and help you in your job search. ¹US Burning Glass Labor Insight Report salary data (median with 0-5 years experience) and job opening data. Data for job roles relevant to featured programs (4/01/2021 - 3/31/22).

Applied Learning Project

The IBM Technical Support Professional Certificate provides more than 70 hours of instructional videos and engaging hands-on interactive exercises, labs, projects and practice tests. This program is designed to provide you with the in-demand skills to start and advance your technology career.

Skills you’ll gain through labs and projects include hardware & mobile device setup, software configuration, Windows/Linux usage, GUI & command line, troubleshooting procedures, IT helpdesk & ticketing systems, customer service & tech support best practices, network & wifi setup, cloud computing & cybersecurity fundamentals, and more.

In the final capstone course, you will apply your knowledge and skills to real-world case studies, and upon completion, will be able to confidently demonstrate your skills to prospective employers.

Course staff and teaching assistants are available throughout the program to support your success.

Shareable Certificate

Earn a Certificate upon completion

100% online courses

Start instantly and learn at your own schedule.

Flexible Schedule

Set and maintain flexible deadlines.

Beginner Level

This program is designed for those wanting to start a new career or switch to a career in IT, and does not require any prior experience or degree.

Approximately 8 months to complete

Suggested pace of 2 hours/week

English

Subtitles: English, Arabic, French, Portuguese (European), Italian, Vietnamese, German, Russian, Spanish

Shareable Certificate

Earn a Certificate upon completion

100% online courses

Start instantly and learn at your own schedule.

Flexible Schedule

Set and maintain flexible deadlines.

Beginner Level

This program is designed for those wanting to start a new career or switch to a career in IT, and does not require any prior experience or degree.

Approximately 8 months to complete

Suggested pace of 2 hours/week

English

Subtitles: English, Arabic, French, Portuguese (European), Italian, Vietnamese, German, Russian, Spanish

What is a Professional Certificate?

Build the Skills to Get Job Ready

Whether you’re looking to start a new career, or change your current one, Professional Certificates on Coursera help you become job ready. Learn at your own pace, whenever and wherever it’s most convenient for you. Enroll today and explore a new career path with a 7 day free trial. You can pause your learning or end your subscription at any time.

Hands-On Projects

Apply your skills with hands-on projects and build a portfolio that showcases your job readiness to potential employers. You'll need to successfully finish the project(s) to earn your Certificate.

Earn a Career Credential

When you complete all of the courses in the program, you'll earn a Certificate to share with your professional network as well as unlock access to career support resources to help you kickstart your new career. Many Professional Certificates have hiring partners that recognize the Professional Certificate credential and others can help prepare you for a certification exam. You can find more information on individual Professional Certificate pages where it applies.

There are 7 Courses in this Professional Certificate

Course1

Course 1

Introduction to Technical Support

4.8

stars

26 ratings

•

5 reviews

Gain the daily work skills and knowledge you’ll need for IT Technical Support career success.

This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree. 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. Then, hear about 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. - Define the levels of IT support and the escalation matrix. - Explore the features and benefits of ticketing systems. - Identify support tools and systems used in technical support. - Explore various tech support roles and responsibilities, including service level agreement responsibilities. - Recognize the career paths and progression in Technical Support. These skills will equip you to speak with prospective employers and ask insightful questions that demonstrate your knowledge of the day-to-day administrative role-related responsibilities.

Course2

Course 2

Introduction to Hardware and Operating Systems

4.8

stars

128 ratings

•

42 reviews

If you're ready to enter the world of Information Technology (IT), you need job-ready skills. This course enables you to develop the skills to work with computer hardware and operating systems, and is your first step to prepare for all types of tech related careers that require IT Fundamental skills.

First, learn about the essential software brain of a computer—its operating system software when you explore Microsoft Windows. Next, discover internal key hardware computer components, including motherboard components, central processing unit (CPU) memory, hard drives, expansion slots, and more. Become skilled at identifying the various hardware connections, including categories of ports, add-on peripherals such as mice, and other hardware components. Learn the essentials of basic workstation setup, commonly used operating system settings, screen capture commands, and job-essential good troubleshooting practices. Now you're ready to combine your hardware and operating systems knowledge to set up and troubleshoot malfunctioning computer systems. This course is for anyone new to IT and computer hardware or who wants to start an IT support-related profession as a Help Desk Support Specialist, IT Support Specialist, Virtual Customer Service Agent, or Technical Support Representative. Showcase your analytical and evaluation skills via online labs to be job-ready with real-world skills.

Course3

Course 3

Introduction to Software, Programming, and Databases

4.9

stars

47 ratings

•

12 reviews

There are many types of software and understanding software can be overwhelming. This course aims to help you understand more about the types of software and how to manage software from an information technology (IT) perspective. This course will help you understand the basics of software, cloud computing, web browsers, development and concepts of software, programming languages, and database fundamentals.

After completing this course, you will have a better understanding of software processes, and you'll be more confident in your understanding of using and securing your applications. In this course, you'll learn about software that ranges from the operating system running on your mobile phone to the applications that run databases on your computer at work. You'll also begin to understand more about installing and managing web browsers, using extensions and plug-ins, and keeping web browsers secure and updated. Additionally, you'll see how cloud-based technologies can help businesses create and deploy applications more quickly. This course will also teach you about the development and delivery of software and applications. By the end of the course, you'll understand simple programming concepts and types, and you'll become more familiar with the fundamentals of database management.

Course4

Course 4

Introduction to Networking and Storage

4.8

stars

44 ratings

•

7 reviews

Gain skills that keep users connected. Learn how to diagnose and repair basic networking and security problems.

Designed for beginners, this course is designed for anyone new to networks and storage and develops the skills needed to diagnose and repair basic networking and storage problems. This course Is for you if you are kickstarting an IT Support role, network technician role, or building your base knowledge for system administration. Using videos and virtual, online hands-on labs, you'll learn about network types and standards, discover how to set up wired and wireless connections. Learn to identify common network storage and network sharing options including local, hosted, and cloud storage options.

Instructors

Offered by

IBM Skills Network

IBM is the global leader in business transformation through an open hybrid cloud platform and AI, serving clients in more than 170 countries around the world. Today 47 of the Fortune 50 Companies rely on the IBM Cloud to run their business, and IBM Watson enterprise AI is hard at work in more than 30,000 engagements. IBM is also one of the world’s most vital corporate research organizations, with 28 consecutive years of patent leadership. Above all, guided by principles for trust and transparency and support for a more inclusive society, IBM is committed to being a responsible technology innovator and a force for good in the world.

Frequently Asked Questions

What is the refund policy?
If you subscribed, you get a 7-day free trial during which you can cancel at no penalty. After that, we don’t give refunds, but you can cancel your subscription at any time. See our full refund policy.
Can I just enroll in a single course?
Yes! To get started, click the course card that interests you and enroll. You can enroll and complete the course to earn a shareable certificate, or you can audit it to view the course materials for free. When you subscribe to a course that is part of a Certificate, you’re automatically subscribed to the full Certificate. Visit your learner dashboard to track your progress.
Is this course really 100% online? Do I need to attend any classes in person?
This course is completely online, so there’s no need to show up to a classroom in person. You can access your lectures, readings and assignments anytime and anywhere via the web or your mobile device.
Who is this program for?
This program, designed especially for beginners, is for non-technical workers, who want to make a career change to an entry-level technical support role.
What background knowledge is necessary?
No background IT knowledge is necessary and does not require a degree. These courses are designed for anyone who wants to gain the fundamental IT skills needed to for an entry level IT Technical Support role.
What jobs does this certificate prepare me for?
Jobs titles related to this certificate include IT Support Specialist, IT Helpdesk Associate, Desktop Support Engineer, Technical Customer Service Representative, Enterprise Help Desk Technician, User Support Analyst, Datacenter Support Engineer, Field Support Specialist, Technical Support Associate, PC Support Technician, Computer Support Specialist, and others.
What makes this program different?
We are invested in your success. In addition to current tech assessments, our diverse development team researches hiring trends, job requirements, instructional methods and more to bring you content that is relevant, timely and worth your investment.
Can I enroll in just one course?
Absolutely! If you want to brush up on just one topic, or need some additional fundamentals for a role you’re already in, these courses can work for you. Make sure you cancel your subscription after you have completed the course(s) you are interested in.
How much time does this program take?
You can complete this program within 3-6 months if you commit to just a few hours per week.
Do I have to take the courses in order?
We highly recommend taking at least the first two courses in the order shown, as each course afterwards builds on content from prior courses.
What kinds of companies hire for IT support?
Almost every company hires for IT technical support. Some companies may prefer to outsource their IT support needs to specialty companies so that they can manage expenses or quickly scale IT support to their needs.
What job hunting assistance is available?
When you complete the program, you’ll gain access to career support resources to help you in your job search, including tools to improve your resume and mock interview practice.
What kind of a background do I need? Do I need a tech background to start?
This program is built for beginners and no prior technical experience is needed.
What if I need help?
The course discussion forums are monitored by course staff and teaching assistants. If you run into a course issue, or just need something explained, we’re here to support your success.
How long do I have to finish?
Learn on your time. We recommend that you find about 3-6 hours a week,so that you can fast-track your way to your new career, but if you need to take longer, that’s okay too! Pay the monthly fee to not lose your course progress and study based on your schedule.

More questions? Visit the Learner Help Center.