Assistance technique IBM Certificat Professionnel

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.

If you’re ready to enter the world of Information Technology (IT), you need job-ready skills. This course provides the core hardware and operating system knowledge needed by anyone new to IT and computer hardware who wants to start a new career in technology, including IT Support, Networking, Cybersecurity, and Software Development.

Learn about the software brain of a computer—its operating system software—and explore Microsoft Windows. Become knowledgeable of internal computer components, including motherboards, central processing units (CPUs), memory, hard drives, expansion slots, and others. Learn to identify interfaces, ports, connectors, and peripherals such as mice, keyboards, and others. Explore workstation setup processes, commonly used operating system settings, screen capture commands, computer acquisition practices, and job-essential troubleshooting processes. You will also learn about mobile operating systems, Linux, and macOS, and complete a final project. Throughout the course you will practice what you learn using interactive exercises and hands-on labs. This course is also part of the series to help you prepare for CompTIA ITF+ and A+ certification exams.

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.

Designed for beginners, this course is for anyone new to networking and storage. Kickstart an IT Support role or network technician role, or enhance your base knowledge for system administration.

Videos, practice activities, and virtual hands-on labs will help you develop and apply the skills you need to diagnose and repair basic networking and storage issues so you can keep users connected. you'll learn about network types, topologies, and models, see how data travels across a network, and discover how protocols and standards enable all network activity. Then, you’ll learn how to set up and configure devices and cables for both wired and wireless networks. And then you’ll learn to diagnose and troubleshoot network connectivity issues and discover how to use command line utilities and network tools in Windows Settings. After that, you’ll identify different types of storage drives and discover the difference between short-term and long-term memory. Lastly, you’ll find out the features of local, offsite, and cloud storage and when to use each. And you’ll investigate file, block, and object storage and work out which cloud provider solutions work best for different networking scenarios.