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Training plan · IT & Infrastructure · Beginner to Intermediate
IT Maintenance & Support
Complete training for support technicians: hardware/software maintenance, network troubleshooting and security.
Duration
3 jours (21h)
Format
On-site
Prerequisites
Basic computer skills
Audience
Technical support, helpdesk, technicians
1
IT Support Fundamentals
0,5j- Role: L1/L2/L3, escalation, SLA
- Communication: active listening, stress
- Ticketing: GLPI, tracking, knowledge base
- Documentation: procedures, FAQ, inventory
- Lab: simulate user calls
2
Hardware Maintenance
1j- PC assembly/troubleshooting: diagnosis, replacement
- Peripherals: printers, scanners, UPS
- Network cabling: RJ45, tester, patching
- Inventory: labeling, stocks, lifecycle
- Lab: repair 3 hardware faults
3
Software & OS Support
1j- Windows 10/11: optimization, recovery
- Ubuntu Linux: partitioning, applications
- Software: Office 365, antivirus, VPN
- Issues: slowness, crash, BSOD, viruses
- Lab: create bootable USB, repair OS
4
Networking for Support
0,5j- Diagnosis: ping, tracert, ipconfig, nslookup
- Issues: connectivity, WiFi, DNS, IP conflict
- Sharing: files, printers, mapping
- VPN: client config, troubleshooting
- Lab: solve 5 network scenarios
5
Security for Support
0,5j- Antivirus: install, scan, quarantine
- Security: Windows Firewall, UAC, BitLocker
- Passwords: reset, policy, manager
- Procedure: reporting, alert response
- Lab: secure workstation, analyze malware
This plan is customizable
Adaptable to your tools (GLPI, OTRS, Freshdesk).