IT Support Engineer Course Syllabus

Module 1: Introduction to IT Support

• Overview of IT Support

  • Role and Responsibilities of an IT Support Engineer

  • Types of IT Support (Helpdesk, Desktop, Network, System Administration)

  • Understanding IT Service Management (ITSM)

• Introduction to ITIL Framework

  • ITIL Best Practices for Service Management

  • Incident Management and Service Requests

  • SLA (Service Level Agreements) and Ticketing Systems

Module 2: Networking Fundamentals

• Basic Networking Concepts

  • What is Networking?

  • Types of Networks (LAN, WAN, VPN)

  • Network Devices (Router, Switch, Hub, Modem)

• Network Models and Protocols

  • OSI Model and TCP/IP Model

  • IP Addressing and Subnetting

  • DNS, DHCP, and NAT

  • Common Network Protocols (HTTP, FTP, SMTP, POP3)

• Troubleshooting Network Issues

  • Tools: Ping, Traceroute, nslookup

  • Common Networking Problems and Solutions

Module 3: End-User Computing and Desktop Support

• Operating System Fundamentals

  • Overview of Windows, macOS, and Linux

  • Installation, Configuration, and Troubleshooting of OS

  • Operating System Updates and Patch Management

• User Account and Device Management

  • Creating and Managing User Accounts (Active Directory)

  • User Permissions and Access Control

  • Troubleshooting Login Issues

• Desktop Support and Hardware Maintenance

  • Identifying and Replacing Computer Hardware Components

  • Configuring Peripherals (Printers, Monitors, etc.)

  • Managing Software and Drivers

Module 4: IT Security and Data Protection

• Introduction to IT Security

  • Importance of IT Security in the Workplace

  • Common Security Threats (Malware, Phishing, Ransomware)

  • Antivirus and Anti-malware Solutions

• Data Encryption and Backups

  • Disk Encryption (BitLocker)

  • Backup Strategies and Solutions

  • Cloud vs. Local Backups

• Security Tools and Practices

  • Firewall Configuration and VPN Usage

  • Securing Endpoints and Remote Work Solutions

Module 5: Server Administration

• Introduction to Server Infrastructure

  • Server Types: File Server, Mail Server, Web Server

  • Server Installation and Configuration

  • Server Virtualization Concepts

• Active Directory and Group Policy Management

  • Managing Active Directory Users, Groups, and Computers

  • Implementing Group Policies for Security and Access Control

• File and Print Services

  • Configuring Shared Folders and Printers

  • File Server Permissions and Troubleshooting

Module 6: Cloud Computing and Microsoft 365 Administration

• Cloud Computing Basics

  • What is Cloud Computing?

  • Cloud Service Models (IaaS, PaaS, SaaS)

  • Benefits and Challenges of Cloud Adoption

• Microsoft 365 Setup and Management

  • Introduction to Microsoft 365 Admin Center

  • Managing Users, Groups, and Licenses

  • Exchange Online, SharePoint, and Teams Administration

• Azure Active Directory (AAD) Essentials

  • User and Group Management in Azure AD

  • Setting Up Multi-Factor Authentication (MFA)

Module 7: Mobile Device Management (MDM)

• Introduction to Mobile Device Management

  • What is MDM and Why is it Important?

  • Enrolling Devices in MDM (BYOD, Corporate Devices)

  • Configuring Security Policies for Mobile Devices

• Managing iOS, Android, and Windows Devices

  • Deployment and Management Using Intune

  • Mobile App Deployment

  • Remote Wipe and Device Lockdown

Module 8: Backup and Disaster Recovery

• Backup Strategies for IT Support

  • On-Premises vs. Cloud Backup Solutions

  • Incremental and Full Backups

  • Backup Scheduling and Monitoring

• Disaster Recovery Planning

  • Creating and Implementing Disaster Recovery Plans

  • Data Recovery Tools and Techniques

  • Restoring Servers, Databases, and Workstations

Module 9: Troubleshooting and Customer Service Skills

• Troubleshooting Methodologies

  • Step-by-Step Troubleshooting Process

  • Common IT Issues and How to Resolve Them

  • Using Diagnostic Tools and Logs for Troubleshooting

• Effective Communication and Customer Service

  • Providing Excellent IT Support through Communication

  • Dealing with Difficult Users and Escalations

  • Writing Clear and Concise Support Documentation

Module 10: Career Development and Interview Preparation

• Resume and Cover Letter Writing for IT Roles

  • Building an Effective IT Support Resume

  • Tailoring Cover Letters for IT Support Positions

• Job Search Strategies

  • Finding IT Support Jobs and Networking Opportunities

  • How to Prepare for IT Interviews

• Mock Interviews and Technical Assessments

  • Practicing Interview Techniques (Behavioral & Technical)

  • Common IT Support Interview Questions

  • Preparing for Technical Troubleshooting Tests

This syllabus provides a complete roadmap for an IT Support Engineer course, covering core technical skills as well as career development to help students succeed in their careers.