Global Certificate in Support Troubleshooting Techniques
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⢠Fundamentals of Support Troubleshooting: Understanding the basics of troubleshooting methodologies, problem-solving approaches, and common tools used in support environments.
⢠Communication and Collaboration Skills: Developing effective communication techniques, active listening, and collaboration with cross-functional teams to resolve support issues.
⢠Hardware Troubleshooting Techniques: Identifying and resolving common hardware-related issues in computers, servers, and networking devices.
⢠Software Troubleshooting Techniques: Techniques to diagnose and troubleshoot software-related issues, including operating systems, applications, and drivers.
⢠Network Troubleshooting: Techniques for identifying and resolving network connectivity and performance issues, including LAN, WAN, VPN, and wireless technologies.
⢠Security Troubleshooting: Strategies to diagnose and address security-related issues, including virus and malware removal, firewall configuration, and access management.
⢠Customer Service and Escalation Management: Developing effective customer service skills and understanding the process of escalating issues to higher-level support teams.
⢠Preventive Maintenance and Root Cause Analysis: Implementing preventive maintenance practices to minimize support issues and conducting root cause analysis to eliminate recurring problems.
⢠Knowledge Management and Continuous Improvement: Techniques for documenting and sharing knowledge, continuously improving support processes, and staying up-to-date with the latest technologies and trends.
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