Format: Live instructor-led online training via Zoom / Microsoft Teams

IT Support and Troubleshooting Training Course

Course Overview

The IT Support and Troubleshooting Training Course is a comprehensive professional development program designed to equip participants with the technical knowledge, practical expertise, and problem-solving skills required to provide efficient IT support services, diagnose technical issues, maintain computer systems, and troubleshoot hardware, software, network, and cloud-based environments. As organizations increasingly depend on digital technologies, cloud computing, enterprise applications, cybersecurity, remote work environments, and mobile computing, skilled IT support professionals are essential for ensuring business continuity, operational efficiency, and exceptional end-user experiences. This course introduces participants to computer hardware, operating systems, networking, cloud services, cybersecurity, virtualization, help desk operations, service management, and troubleshooting methodologies while emphasizing practical implementation and internationally recognized IT support best practices.

The training combines theoretical instruction with extensive hands-on laboratory exercises covering desktop and laptop support, operating system installation and configuration, software deployment, network troubleshooting, printer and peripheral maintenance, mobile device support, Active Directory fundamentals, cloud service support, virtualization, remote desktop technologies, hardware diagnostics, malware removal, data backup and recovery, help desk ticket management, customer service excellence, and IT documentation. Participants will gain practical experience in identifying root causes of technical issues, applying structured troubleshooting methodologies, resolving incidents efficiently, and maintaining secure and reliable ICT environments.

Participants will also explore emerging technologies including Artificial Intelligence (AI)-powered IT support, cloud computing platforms, Internet of Things (IoT), endpoint management, cybersecurity monitoring, automation tools, remote monitoring and management (RMM), IT Service Management (ITSM), Microsoft 365 administration, virtualization platforms, predictive maintenance, and digital workplace technologies. Emphasis is placed on service quality, cybersecurity, operational resilience, business continuity, documentation, communication skills, customer satisfaction, asset management, and continuous improvement to support modern digital workplaces.

Throughout the course, participants will engage in practical troubleshooting workshops, system configuration laboratories, help desk simulations, collaborative technical exercises, real-time problem-solving activities, and industry-based case studies. By the end of the training, participants will possess the competencies required to install, configure, maintain, troubleshoot, secure, and support enterprise ICT systems, thereby improving service delivery, reducing downtime, enhancing productivity, strengthening cybersecurity, and supporting organizational digital transformation initiatives.

Course Objectives

1.     Understand the principles of IT support, technical troubleshooting, and service management.

2.     Install, configure, and maintain computer hardware and operating systems.

3.     Diagnose and resolve hardware, software, and networking issues efficiently.

4.     Configure and support printers, mobile devices, and peripheral equipment.

5.     Implement structured troubleshooting methodologies and root cause analysis.

6.     Apply cybersecurity best practices to secure ICT systems and endpoints.

7.     Manage user accounts, system updates, backups, and recovery processes.

8.     Utilize remote support tools and IT Service Management (ITSM) practices.

9.     Improve customer service, communication, and help desk support operations.

10.  Apply international best practices in IT support, documentation, and continuous improvement.

Organizational Benefits

1.     Reduces system downtime through effective technical support.

2.     Improves employee productivity by resolving IT issues promptly.

3.     Strengthens organizational cybersecurity and endpoint protection.

4.     Enhances customer satisfaction through efficient help desk services.

5.     Reduces ICT maintenance and operational costs.

6.     Improves business continuity through proactive IT support.

7.     Enhances IT asset management and documentation practices.

8.     Builds internal technical support capacity and expertise.

9.     Supports digital transformation and cloud technology adoption.

10.  Improves operational efficiency and ICT service quality.

Target Participants

This course is designed for IT support officers, help desk technicians, ICT officers, systems administrators, network administrators, technical support engineers, computer technicians, hardware engineers, software support specialists, service desk analysts, field support engineers, government ICT personnel, corporate ICT staff, vocational trainers, university graduates, consultants, entrepreneurs, and professionals responsible for supporting or maintaining information technology systems.

Course Outline

Module 1: Fundamentals of IT Support

·       IT support roles and responsibilities

·       Troubleshooting methodologies

·       ICT infrastructure overview

·       Service management principles

·       Technical documentation

·       Case Study: Establishing an enterprise IT support function

Module 2: Computer Hardware Support

·       Computer components

·       Laptop and desktop maintenance

·       Hardware diagnostics

·       Component replacement

·       Preventive maintenance

·       Case Study: Resolving recurring hardware failures in an office environment

Module 3: Operating System Installation and Support

·       Windows installation and configuration

·       Linux fundamentals

·       System updates

·       Driver installation

·       System recovery

·       Case Study: Recovering corrupted operating systems in a business environment

Module 4: Network Support and Troubleshooting

·       TCP/IP fundamentals

·       Network connectivity

·       Wi-Fi troubleshooting

·       DNS and DHCP configuration

·       Network diagnostic tools

·       Case Study: Restoring enterprise network connectivity after service disruption

Module 5: Software Installation and Application Support

·       Software deployment

·       Office productivity applications

·       Application troubleshooting

·       Software licensing

·       Patch management

·       Case Study: Managing enterprise software installations and updates

Module 6: Printer and Peripheral Support

·       Printer installation

·       Scanner configuration

·       Peripheral device troubleshooting

·       Driver management

·       Print server configuration

·       Case Study: Resolving network printer failures across multiple departments

Module 7: Mobile Device and Remote Support

·       Mobile device configuration

·       Remote desktop tools

·       Remote troubleshooting

·       Mobile operating systems

·       Endpoint management

·       Case Study: Supporting remote employees using cloud-based support tools

Module 8: Cybersecurity for IT Support

·       Malware detection and removal

·       Endpoint security

·       User authentication

·       Data protection

·       Backup and recovery

·       Case Study: Responding to a ransomware incident in an enterprise environment

Module 9: Cloud Computing and Microsoft 365 Support

·       Cloud computing fundamentals

·       Microsoft 365 administration

·       Cloud storage management

·       User account administration

·       Cloud service troubleshooting

·       Case Study: Supporting cloud migration for organizational users

Module 10: IT Service Management (ITSM)

·       Help desk operations

·       Incident management

·       Problem management

·       Change management

·       Service Level Agreements (SLAs)

·       Case Study: Improving service desk performance using ITSM best practices

Module 11: Emerging Technologies in IT Support

·       Artificial Intelligence for IT support

·       Internet of Things (IoT)

·       Remote Monitoring and Management (RMM)

·       Automation tools

·       Predictive maintenance

·       Case Study: Implementing AI-powered help desk solutions

Module 12: IT Support Project Management and Continuous Improvement

·       ICT project planning

·       Quality assurance

·       Performance monitoring

·       Asset management

·       Continuous service improvement

·       Case Study: Managing an enterprise-wide IT support improvement initiative

General Information

1.     Customized Training: All our courses can be tailored to meet the specific needs of participants.

2.     Language Proficiency: Participants should have a good command of the English language.

3.     Comprehensive Learning: Our training includes well-structured presentations, practical exercises, web-based tutorials, and collaborative group work. Our facilitators are seasoned experts with over a decade of experience.

4.     Certification: Upon successful completion of training, participants will receive a certificate from Foscore Development Center (FDC-K).

5.     Training Locations: Training sessions are conducted at Foscore Development Center (FDC-K) centers. We also offer options for in-house and online training, customized to the client's schedule.

6.     Flexible Duration: Course durations are adaptable, and content can be adjusted to fit the required number of days.

7.     Onsite Training Inclusions: The course fee for onsite training covers facilitation, training materials, two coffee breaks, a buffet lunch, and a Certificate of Successful Completion. Participants are responsible for their travel expenses, airport transfers, visa applications, dinners, health/accident insurance, and personal expenses.

8.     Additional Services: Accommodation, pickup services, freight booking, and visa processing arrangements are available upon request at discounted rates.

9.     Equipment: Tablets and laptops can be provided to participants at an additional cost.

10.  Post-Training Support: We offer one year of free consultation and coaching after the course.

11.  Group Discounts: Register as a group of more than two and enjoy a discount ranging from 10% to 50%.

12.  Payment Terms: Payment should be made before the commencement of the training or as mutually agreed upon, to the Foscore Development Center account. This ensures better preparation for your training.

13.  Contact Us: For any inquiries, please reach out to training@fdc-k.org or call +254712260031.

14.  Website: Visit www.fdc-k.org for more information.