Cloud and Infrastructure

IT Support Specialist

Troubleshoot, document, and support the systems every organisation depends on

22h4 lessonsTier 1 hireabilityTier 1 certificate

What you'll be able to do

You can diagnose and resolve common hardware, software, and network issues using a structured troubleshooting method, administer Windows and macOS devices, explain core networking concepts, and produce the ticket documentation a service desk team expects from day one.

Job titles this qualifies you for

IT Support SpecialistService Desk AnalystDesktop Support TechnicianHelpdesk TechnicianTechnical Support Analyst
Market intelligence
Demand
High
Remote
55% remote roles
Nigeria salary
₦100,000–₦450,000/month
Remote (USD)
$500–$1,500/month (remote helpdesk/MSP roles)

Before you start — primers

Short reads that give you the foundation to get more from the program.

How the Internet Works
Setting Up for Remote Work

Lessons

Stage 1 — Foundation
1
The Troubleshooting Method and Ticketing
25 min
2
Windows and macOS Administration
30 min
Stage 2 — Applied
1
Networking Fundamentals for Support
30 min
2
Remote Support Tools and Documentation
20 min
Tier 2 Proof Submission

Support Ticket Portfolio

Demonstrate structured troubleshooting and documentation on three realistic support scenarios.

1.Three fully written ticket resolutions (using the format taught in Lesson 1) for three different scenarios: a password/account issue, a connectivity issue, and a performance issue
2.One knowledge base article written for a support issue of your choice
3.A screen recording (3–5 minutes) walking through your diagnostic process for one of the three scenarios, narrating your reasoning
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