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Career Path - IT Support Engineer

Become a front-line (L1) or backend (L2) IT Support Engineer. Learn how to handle technical or business queries. Troubleshoot and resolve tech issues.
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IT Support Engineer career path consists of courses that will lead you to a fulfilling career in the IT support area. The key courses included are:

1) ServiceNow

2) DevOps

3) Microsoft Project

4) PRINCE2 Fundamentals

5) Microsoft Excel

6) Google Sheets

 

IT support engineering is a promising career path that involves providing technical support to users and businesses, troubleshooting technical issues, and resolving problems related to hardware, software, and networking systems. To pursue a career in IT support engineering, you typically need a degree or diploma in computer science, information technology, or a related field. However, some employers may also accept candidates with relevant experience or certifications in IT support.

IT support engineers typically work in a fast-paced, challenging environment and may be required to work long hours or on-call shifts. They should possess strong problem-solving skills, attention to detail, good communication skills, and the ability to work well under pressure. Some common job titles in IT support engineering include help desk technician, technical support specialist, network support engineer, and system administrator.

 

IT support engineers may work in a variety of industries, such as healthcare, finance, retail, and government. The demand for skilled IT support professionals is expected to grow in the coming years, as businesses increasingly rely on technology to operate and grow. Overall, a career in IT support engineering can be both challenging and rewarding, with opportunities for advancement and competitive salaries.

 

In addition to the technical skills required for IT support engineering, there are also several non-technical skills that are important for success in this field. These include strong customer service skills, the ability to work well in a team environment, and excellent communication skills.

IT support engineers are often the first point of contact for users who are experiencing technical difficulties, so it is important that they are able to communicate effectively with users who may not have a technical background. Additionally, IT support engineers must be able to work well under pressure and prioritize tasks effectively in order to meet tight deadlines and minimize downtime for users.

 

Some common responsibilities of IT support engineers may include:

a) Providing technical support to users via phone, email, or in-person

b) Troubleshooting hardware, software, and networking issues

c) Installing, configuring, and maintaining computer systems and software

d) Monitoring and maintaining IT infrastructure

e) Developing and implementing IT policies and procedures

f) Collaborating with other IT professionals to ensure system compatibility and security

 

The salary for IT support engineers varies depending on factors such as location, experience, and education level. However, according to the Bureau of Labor Statistics, the median annual wage for computer support specialists (including IT support engineers) was $58,510 as of May 2022. Overall, a career in IT support engineering can offer a wide range of opportunities and challenges for those with a passion for technology and problem-solving. With the increasing reliance on technology in all industries, the demand for skilled IT support professionals is expected to continue to grow in the coming years.

Course/Topic 1 - ServiceNow - all lectures

  • Lecture 1 - Overview and How to get started with ServiceNow

    • 48:37

  • Lecture 2 - ServiceNow Platform overview

    • 46:28

  • Lecture 3 - Lists and Guided Setup Overview

    • 47:04

  • Lecture 4 - Form Design - Layout - Physical Taskboard

    • 36:32

  • Lecture 5 - Form Templates and Tasks

    • 49:12

  • Lecture 6 - Notifications and Inbound Actions

    • 45:18

  • Lecture 7 - Reports Dashboards and Performance Analytics

    • 42:33

  • Lecture 8 - Knowledge Management and Performance Analytics

    • 48:13

  • Lecture 9 - Service Catalogue - Order Guides - Report Producer

    • 1:00:21

  • Lecture 10 - Flow Designer - Instance Stats - Events

    • 51:36

  • Lecture 11 - Data Schema Overview

    • 40:23

  • Lecture 12 - Access Control - Importing Data - Transform Map

    • 45:27

  • Lecture 13 - Configuration Management Database (CMDB)

    • 39:04

  • Lecture 14 - CMDB - Discovery - Service Mapping - Platform Scripting

    • 50:58

  • Lecture 15 - Platform Scripting and Client Server Side Scripting

    • 55:12

  • Lecture 16 - Migration - Integration - Upgrade

    • 50:09

  • Lecture 17 - Custom Applications - Virtual Agent - Mobile Apps

    • 49:56

  • Lecture 18 - ITIL ITSM overview

    • 1:01:09

  • Lecture 19 - ITSM - Incident - Problem - Change

    • 1:06:50

  • Lecture 20 - Mock Questions - Next Steps - Certification Path

    • 49:54

  • Lecture 21 - ServiceNow Examination overview

    • 26:08

  • Lecture 22 - ServiceNow Exam - Theoretical Concepts

    • 42:42

  • Lecture 23 - ServiceNow Mock Questions Series

    • 54:04

  • Lecture 24 - ServiceNow Interview Questions - part 1

    • 25:08

  • Lecture 25 - ServiceNow Interview Questions - part 2

    • 51:10

  • Lecture 26 - ServiceNow Interview Questions - part 3

    • 45:45

Course/Topic 2 - Introduction to DevOps

  • In this session of you will get an intro about the DevOps.

    • 17:30

Course/Topic 3 - Microsoft Project (basic to advanced) - all lectures

  • Lecture 1 - Overview of Microsoft Project

    • 07:47

  • Lecture 2 - The Stage

    • 24:17

  • Lecture 3 - The Back Stage

    • 17:29

  • Lecture 4 - Views and Tables in MSP

    • 24:03

  • Lecture 5 - Project Initiation - part 1

    • 27:44

  • Lecture 6 - Project Initiation - part 2

    • 07:16

  • Lecture 7 - Tasks and Milestones

    • 24:00

  • Lecture 8 - Linking Tasks

    • 28:24

  • Lecture 9 - More on Linking Tasks

    • 29:41

  • Lecture 10 - Creating Resources

    • 29:04

  • Lecture 11 - Creating Resources - advanced

    • 23:25

  • Lecture 12 - Assigning Resources

    • 27:58

  • Lecture 13 - Applying Cost Tables

    • 11:42

  • Lecture 14 - Units Work Duration

    • 34:39

  • Lecture 15 - Handy Features - revised

    • 09:36

  • Lecture 16 - Critical Path Identification

    • 15:58

  • Lecture 17 - Resource Leveling

    • 21:15

  • Lecture 18 - Baselining

    • 16:02

  • Lecture 19 - Updating Project - part 1

    • 25:48

  • Lecture 20 - Updating Project - part 2

    • 17:44

  • Lecture 21 - Updating Project - part 3

    • 23:29

  • Lecture 22 - Monitoring

    • 28:24

  • Lecture 23 - Controlling - part 1

    • 22:52

  • Lecture 24 - Controlling - part 2

    • 19:54

  • Lecture 25 - Reports Pack

    • 32:56

  • Lecture 26 - Support EVM

    • 11:58

Course/Topic 4 - PRINCE2 Fundamentals - all lectures

  • Lecture 1 - Introduction to PRINCE2

    • 22:18

  • Lecture 2 - PRINCE2 Principles

    • 40:47

  • Lecture 3 - Aspects - Phases - Conclusion

    • 54:47

Course/Topic 5 - Microsoft Excel - all lectures

  • Lecture 1 - Introduction to Microsoft Excel

    • 19:48

  • Lecture 2 - Key in Data

    • 12:46

  • Lecture 3 - Font and Alignment

    • 13:52

  • Lecture 4 - Cut Paste and Format Painter

    • 07:20

  • Lecture 5 - Control plus Keys

    • 23:40

  • Lecture 6 - Home Commands and Clipboard

    • 20:09

  • Lecture 7 - File Tab

    • 12:49

  • Lecture 8 - Sorting and Filtering

    • 26:09

  • Lecture 9.1 - Basic Formulas

    • 23:00

  • Lecture 9.2 - Text Formulas

    • 32:49

  • Lecture 10.1 - VLookup - part 1

    • 26:39

  • Lecture 10.2 - VLookup - part 2

    • 06:20

  • Lecture 10.3 - HLookup

    • 14:22

  • Lecture 10.4 - This is a bonus session on Vlookup from a different tutor

    • 10:27

  • Lecture 10.5 - This is a bonus session on Vlookup from a different tutor

    • 05:02

  • Lecture 11.1 - Pivot Tables - part 1

    • 15:16

  • Lecture 11.2 - Pivot Tables - part 2

    • 07:14

  • Lecture 11.3 - Pivot Tables - part 3

    • 23:38

  • Lecture 11.4 - Pivot Tables - part 4

    • 11:47

  • Lecture 12.1 - Charts - part 1

    • 09:05

  • Lecture 12.2 - Charts - part 2

    • 21:01

  • Lecture 12.3 - Column Charts

    • 30:28

  • Lecture 12.4 - Bar Charts

    • 09:07

  • Lecture 12.5 - Line Charts

    • 09:57

Course/Topic 6 - Google Sheets course - all lectures

  • Lesson 1 - Introduction to Google Sheets

    • 02:31

  • Lesson 2 - Menu Options - File

    • 08:40

  • Lesson 3 - Menu Options - Edit

    • 03:30

  • Lesson 4 - Menu Options - View

    • 04:49

  • Lesson 5 - Menu Options - Insert

    • 04:59

  • Lesson 6 - Menu Options - Format

    • 10:21