Course Description

IT Support Engineer Training Program

Duration: 1 Year (52 Weeks)
Focus: 8 months of hands-on technical training, followed by 4 months of English communication & professional skills to prepare for global IT support roles.

Phase 1: Technical Training (8 Months / Weeks 1–32)

Month 1–2 (Weeks 1–8): IT Service Desk Fundamentals & ITIL Concepts

• Week 1: Introduction to IT Support & Service Desk Roles

• Week 2: ITIL Basics – Services, Value Delivery, Service Management

• Week 3: ITIL v4 Framework – Incident, Problem, Request, Change Management

• Week 4: Service Value Chain, Four Dimensions, Guiding Principles

• Week 5: Agile Fundamentals – Scrum, Kanban, User Stories, Iterative Delivery

• Week 6: Service Improvement – Process Mapping, Bottlenecks, Lean & Continuous Improvement

• Week 7: Ticketing Tools – ServiceNow Overview, Incident Lifecycle, SLA Management

• Week 8: Remote Support Tools – RDP, VPN, TeamViewer, AnyDesk Hands-On

Month 3–4 (Weeks 9–16): Windows OS & Productivity Tools

• Week 9: Windows OS Fundamentals – File Systems, Registry, Task Manager

• Week 10: Troubleshooting Windows Issues – Blue Screen, Boot Failures

• Week 11: User Account Management, Group Policies, Security Basics

• Week 12: Windows Updates, Drivers, Device Manager, Antivirus Configurations

• Week 13: MS Word – Document Formatting, Styles, Templates, Tables

• Week 14: MS Excel – Formulas, Charts, Pivot Tables, VLOOKUP

• Week 15: MS PowerPoint – Professional Presentation Design, Animations

• Week 16: Practical Lab – Troubleshooting + Productivity Tools Integration

Month 5 (Weeks 17–20): Networking Fundamentals

• Week 17: Networking Basics – TCP/IP, Subnetting, DNS, DHCP

• Week 18: OSI Model & Protocols – HTTP, HTTPS, FTP, SMTP

• Week 19: LAN/WAN Setup – Switches, Routers, Firewalls, Cabling

• Week 20: Network Tools – ping, ipconfig, tracert, netstat, Wireshark Basics

Month 6 (Weeks 21–24): Advanced Networking & Security

• Week 21: Wireless Networks – SSID, Authentication, VPN

• Week 22: Troubleshooting Network Issues – Connectivity, Latency, Packet Loss

• Week 23: Security Basics – Antivirus, Malware, Phishing Awareness, Firewalls

• Week 24: Practical Lab – Configuring & Troubleshooting Networks

Month 7 (Weeks 25–28): Applications, Cloud & Virtualization

• Week 25: Email Systems – Outlook, Exchange, Common Issues & Fixes

• Week 26: Collaboration Tools – MS Teams, Zoom, Slack Troubleshooting

• Week 27: Cloud Basics – Microsoft 365, Google Workspace, Cloud Storage

• Week 28: Virtualization & Remote Access – VirtualBox, Hyper-V, Citrix

Month 8 (Weeks 29–32): Advanced Troubleshooting & Real-World Scenarios

• Week 29: System Performance – Memory, Disk, CPU Issues

• Week 30: Remote Troubleshooting – Mock Calls, Case Studies, SLA Handling

• Week 31: Email Etiquette for IT Support – Writing to Clients & Teams

• Week 32: Final Technical Mock Tests – Practical Labs & Simulation Assessments

Phase 2: English Communication & Professional Skills (4 Months / Weeks 33–52)

Month 9 (Weeks 33–36): Communication Skills

• Week 33: Grammar & Sentence Structure for Professional Writing

• Week 34: Vocabulary Building for IT & Customer Support Contexts

• Week 35: Active Listening & Clear Communication in Support Calls

• Week 36: Writing Practice – Emails, Incident Reports, Knowledge Articles

Month 10 (Weeks 37–40): Presentation & Interpersonal Skills

• Week 37: PowerPoint Skills – Designing Technical Presentations

• Week 38: Presentation Delivery Techniques – Voice, Body Language, Confidence

• Week 39: Interpersonal Communication – Role Plays, Teamwork, Empathy

• Week 40: Handling Difficult Conversations – Conflict Management in Support

Month 11 (Weeks 41–44): Professional Grooming & Workplace Etiquette

• Week 41: Professional Grooming – Dress Code, Email Signatures, Corporate Culture

• Week 42: Customer Service Etiquette – Call Handling, Tone, Empathetic Responses

• Week 43: Escalation & Ticket Handover Communication

• Week 44: Professional Writing Lab – Customer-Facing Responses, Documentation

Month 12 (Weeks 45–52): Career Readiness & Interview Preparation

• Week 45: Resume Writing – IT Support Resume Templates & Personal Branding

• Week 46: Cover Letters, LinkedIn Profile Optimization

• Week 47–48: Mock Interviews – HR & Technical Round Practice

• Week 49: Group Discussions – Team Collaboration & Case Studies

• Week 50: Mock Call Handling Tests – Live Ticketing Scenarios

• Week 51: Final Review – Technical + Soft Skills Assessment

• Week 52: Career Guidance & Job Placement Support

End-of-Course Outcomes

By the end of 52 weeks, learners will be able to:

• Confidently handle IT service desk operations using ServiceNow & remote tools.
• Troubleshoot Windows OS, MS Office, networking, and cloud-related issues.
• Apply advanced troubleshooting in real-world IT support scenarios.
• Communicate effectively in customer-facing and professional environments.
• Demonstrate polished workplace etiquette and professional behavior.
• Successfully clear MNC interviews and excel as IT Support Engineers.

Course Information

• Price: ₹100,000.00
• Students Enrolled: 1
• Rating: 0.0/5