Coursera Technical Troubleshooting: Diagnostics, Networks, Customers

Learn to resolve complex IT issues, manage networks, and communicate technical solutions effectively. Elevate your IT support skills today!

Coursera Technical Troubleshooting: Diagnostics, Networks, Customers

July 29, 2024
Posted by Luca Berton
technical troubleshooting, IT support, network management, diagnostics, Coursera course, customer communication, software issues, IT challenges, stakeholder relationships, IT professionals, systematic approaches, advanced tools, communication strategies, IT environments, case studies, problem-solving, network performance, incident diagnosis, support skills, end-user assistance

Technical Troubleshooting: Diagnostics, Networks, Customers on Coursera

What you’ll learn

Analyze and resolve complex software issues using systematic approaches.
Evaluate network performance and troubleshoot intricate problems using advanced tools and techniques.
Articulate technical issues and solutions effectively to non-technical stakeholders, ensuring clarity and understanding.
Synthesize technical troubleshooting and communication strategies to proactively improve customer satisfaction and experience.

Course description

In an era of rising technology integration and complexity, the need for proficient technical troubleshooters who can effectively communicate solutions is more critical than ever. This course aims to equip IT professionals with the skills to navigate and resolve complex IT challenges while maintaining strong stakeholder relationships. By engaging with current case studies, learners will find the course’s content relevant and directly applicable to modern IT environments. This included effectively diagnosing incidents, managing network equipment, and communicating strategies for every stakeholder.

This course is designed for IT professionals, from novices to seasoned experts, aiming to sharpen their troubleshooting skills and communication abilities. Gain practical techniques to tackle complex software and network issues confidently. Elevate your support game and provide top-notch assistance to end-users and clients.

No specific prerequisites needed. Basic understanding of computer systems and network configurations is helpful, along with general problem-solving skills. Basic communication skills are recommended for effective interactions with non-technical stakeholders. With these foundations, learners can fully engage with and apply the course content.

Upon course completion, learners will develop skills to excel in IT support roles. They’ll analyze and resolve complex software issues systematically, troubleshoot networks effectively, and enhance communication with non-technical stakeholders. By synthesizing troubleshooting and communication strategies, they’ll improve customer satisfaction and navigate challenges professionally.

Technical Troubleshooting: Diagnostics, Networks, Customers on Coursera

What’s included

10 videos
4 readings
1 assignment
3 discussion prompts

10 videos: total 66 minutes

Introduction to the Course & Meet Your Instructor•4 minutes•Preview module
What are Software Diagnostics? •5 minutes
Basics of Software Diagnostics Tools •5 minutes
Practical Application and Case Studies •6 minutes
Introduction to Network Management •7 minutes
Network Troubleshooting Techniques •5 minutes
Case Studies on Network Solutions •5 minutes
Basics of Client Communication •5 minutes
Managing Difficult Technical Conversations •5 minutes
Real-World Communication Scenarios •4 minutes

4 readings: total 25 minutes

Welcome to the Course: Course Overview•5 minutes
Log-Based Software Monitoring: A Systematic Mapping Study •5 minutes
NHS England Business Continuity Management Toolkit Case Study: Network Failure •5 minutes
Effective Communication Strategies for Technical Support Engineers •10 minutes

1 assignment: total 20 minutes

Technical Troubleshooting: Diagnostics, Networks, Customers•20 minutes

3 discussion prompts: total 15 minutes

Enhancing IT Reliability through Systematic Software Diagnostics•5 minutes
Balancing Network Security and Performance: Strategies and Best Practices•5 minutes
Simplifying Complexity: Effective Communication in Technical Settings•5 minutes

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