Welcome to the Develop with Dell: Tech Support Program!
Technical Support is the backbone of our Services business. Individuals within this role are at the frontline of bringing technical expertise and compassion to our end users and customers. Many in this role often go into leadership within the business and streamline our processes. Ready to develop skills for a career in tech support?
Start your journey by learning foundational technical knowledge needed to begin a career in tech support. You will then move on to discover Dell Technologies' client product lines and how to troubleshoot common issues that may occur. Next you will learn about data centers and how to resolve problems often seen in enterprise hardware. Finally, you will explore the customer service skills needed to succeed in tech support.
Upon successful completion of the program, you will receive the Develop with Dell Career Ready - Tech Support Professional credential. You will be able to add this credential to your resume or share it as a badge on your LinkedIn profile to make your network aware of your achievement.
Technical Support Career Introduction
This course is designed to equip aspiring tech support professionals with the knowledge, skills, and strategies needed to thrive in the fast-paced world of technical support. This course is perfect for individuals looking to start a career in tech support or seasoned professionals aiming to refine their skills and advance their careers. No previous background experience or training is necessary to be successful.
Through a series of comprehensive modules, participants will learn about the crucial roles and responsibilities of tech support professionals, the key factors that contribute to success in the field, effective strategies for acing job interviews, and methods for staying current with industry trends. By the end of the course, learners will have a clear understanding of what it takes to excel in tech support and how to position themselves as top candidates in this competitive industry.
Learning Objectives
By the end of this course, you will be able to:
- Identify common pathways for advancement in the field of technical support.
- Describe the characteristics that make tech support professionals successful.
- Describe the roles and responsibilities of Tech support professionals.
- Summarize typical tasks required in entry-level tech support roles.
- Describe the differences between major, occupation, job, and career.
- Identify best practices for time management.
- Identify methods of demonstrating active listening
- Identify and apply principles of professional communication.
- Explain the impact of effective technical support on customer satisfaction and business success.
- Describe the fundamental role of technical support in a tech company.
- Identify strategies for staying up to date on industry trends.
- Describe the importance of continuous learning in the field of tech support
Technical Support for Hardware
This course is designed to provide aspiring IT professionals with a comprehensive understanding of hardware device components and the skills needed to troubleshoot common hardware issues in both client and enterprise environments.
This course will equip learners with the knowledge to confidently approach hardware related challenges, ensuring they can maintain and repair devices effectively to minimize downtime.
Through detailed lessons, hands-on exercises, and real-world scenarios, participants will gain a solid grasp of the inner workings of hardware components and learn systematic troubleshooting techniques to address issues that arise.
Learning Objectives
By the end of this course, you will be able to:
- Identify common client hardware components and their functions.
- Describe why digital transformation is important to organizations.
- Identify proper practices for handling of client hardware components.
- Identify basic troubleshooting procedures for resolving common issues seen in client hardware.
- Identify strategies to secure server data and protect the server from network threats.
- Identify common server components and the proper procedures to maintain them
- Identify types of servers, basic RAID concepts and server operating systems.
- Describe the features and functions of a data center.
- Describe general storage, external storage, and backup technologies
- Identify server technologies and management platforms
Technical Support for Software
This course is tailored for aspiring tech support specialists. This course is designed to deepen your understanding of common operating systems, streamline installation procedures, and equip you with robust troubleshooting techniques for software issues.
Throughout this course, participants will explore the intricacies of widely used operating systems, understand their nuances, and learn to navigate and resolve common software challenges effectively. By combining theoretical knowledge with practical, hands-on exercises, this course ensures that learners are well-prepared to manage and support various operating systems in diverse computing environments.
Learning Objectives
By the end of this course, you will be able to:
- Familiarize yourself with MS Office tools commonly used in tech support.
- Describe the purpose and function of tech support ticketing systems.
- Describe the fundamental functions of operating systems
- Develop problem-solving skills related to common OS issues.
- Develop diagnostic skills for software-related issues.
- Learn systematic approaches to software issue resolution.
- Apply best practices for optimizing software performance
- Identify advanced techniques for diagnosing software issues.
Networking & Security
This course is designed for aspiring IT professionals, network administrators, and cybersecurity enthusiasts. The course aims to equip learners with the skills necessary to effectively troubleshoot network connectivity issues and to understand the critical nature of cybersecurity in today's digital landscape. Internal Use - Confidential Over the course of various modules, participants will delve into the complexities of network configurations, and common connectivity challenges.
They will also explore the significance of cybersecurity, learn to identify common security threats, and understand the best practices for safeguarding information. Through a blend of theoretical knowledge and practical application, this course will prepare learners to tackle real-world networking and security scenarios confidently.
Learning Objectives
By the end of this course, you will be able to:
- Describe the functions of various network topologies
- Identify common networking components
- Identify methods for troubleshooting common network issues
- Identify common cybersecurity threats
- Describe the importance of cybersecurity frameworks
- Devise a plan to manage cybersecurity incidents
- Compare cybersecurity tools and approaches
Customer Service
This course is designed for aspiring IT professionals who are eager to excel in the dynamic field of technical support. No previous experience is necessary. This course is aimed at equipping participants with the essential skills and knowledge to navigate the complexities of customer service, operational procedures, and performance enhancement in the IT sector.
Throughout the course, learners will be introduced to a variety of techniques for identifying and addressing customer expectations, ensuring that they can deliver service that not only meets but exceeds customer needs. In addition, participants will delve into the best practices that govern operational procedures in IT settings, gaining insights into how to maintain high standards of service delivery. Finally, the course will explore strategies for continuous improvement, empowering learners to leverage common performance metrics to drive personal and organizational growth.
Learning Objectives
By the end of this course, you will be able to:
- Identify and address customer expectations through the use of questions and other communication techniques.
- Explore strategies and best practices for addressing customer issues.
- Demonstrate elements of a positive customer experience on a call.
- Demonstrate ability to handle differences of opinion with customers and escalate when necessary.
- Demonstrate strategies for navigating customer positions.
- Assess strategies for managing customer complaints.
- Identify key principles for delivering a great customer experience
- Explain the value of building strong customer relationships.
- Identify techniques for fostering loyalty and trust.
- Identify and describe the purpose of key performance metrics in customer service.
- Identify and describe best practices for feedback analysis
- Implement continuous improvement practices