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Junior Technical Support Guide

The document outlines a Junior Technical Support Knowledge Base covering four main areas: Networking Basics, Operating Systems and Troubleshooting, IT Security Fundamentals, and Cloud and Virtualization. Each section includes key concepts and basic troubleshooting techniques, along with recommended courses for further learning. The document serves as a foundational guide for junior technical support roles.

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mohannad al-gharabat
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51 views2 pages

Junior Technical Support Guide

The document outlines a Junior Technical Support Knowledge Base covering four main areas: Networking Basics, Operating Systems and Troubleshooting, IT Security Fundamentals, and Cloud and Virtualization. Each section includes key concepts and basic troubleshooting techniques, along with recommended courses for further learning. The document serves as a foundational guide for junior technical support roles.

Uploaded by

mohannad al-gharabat
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Junior Technical Support Knowledge Base

1. Networking Basics

• Understanding TCP/IP, DNS, DHCP, NAT, and VPN

• Subnetting and IPv4 vs. IPv6

• Configuring office routers and switches

• Basic troubleshooting (ping, tracert, ipconfig, etc.)

➢ Courses:

• CompTIA Network+

• Cisco CCNA

2. Operating Systems and Troubleshooting

• Windows troubleshooting (BSOD, startup issues, driver issues)

• Linux basics (file management, package installation, logs)

• System imaging and backup strategies

➢ Courses:

• CompTIA A+ (Core 1 & 2)

• Windows Server Administration

• Linux Essentials

3. IT Security Fundamentals

• Understanding malware, phishing, and social engineering attacks

• Firewall basics and antivirus software

• Secure password policies and 2FA

• Intro to SIEM and log analysis

➢ Courses:

• CompTIA Security+

• Fortinet Cybersecurity Certificate

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4. Cloud and Virtualization

• Basic knowledge of cloud services (AWS, Azure, Google Cloud)

• Virtualization with VMware and Hyper-V

• Cloud-based troubleshooting (SaaS, PaaS, IaaS concepts)

➢ Courses:

• AWS Cloud Practitioner Essentials

• Microsoft Azure Fundamentals (AZ-900)

2|Pa ge

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