IT Support & Technical Support Course in Ahmedabad with AI Tools
Learn IT support from scratch, including computer hardware, Windows and Linux, networking, troubleshooting, user accounts, Microsoft 365, cybersecurity, remote support and cloud fundamentals. Use AI tools to investigate technical issues, interpret logs, create scripts and improve support documentation. Practise real-world help desk scenarios, ticket management, incident resolution and IT automation to prepare for entry-level IT support and technical support roles.
Skills & Technologies Covered
- Windows 11
- Linux
- TCP/IP Networking
- Microsoft 365
- Active Directory & Microsoft Entra ID
- PowerShell
- Bash
- Remote Support Tools
- IT Service Management (ITSM)
- Cloud Computing Fundamentals
Live Production Project & Internship Experience
Live Client Project:
Learners will operate a simulated IT help desk for a small or medium-sized business. They will register and categorize support tickets, troubleshoot Windows computer problems, resolve basic network and connectivity issues, manage user access in a lab environment, support Microsoft 365 applications, perform software installation and updates, investigate system logs, document incidents and follow escalation procedures. They will practise remote support, backup and recovery procedures, security incident reporting, asset inventory and basic PowerShell or Bash automation. AI tools will assist with troubleshooting hypotheses, log interpretation, knowledge-base drafting and script development, with all recommendations validated before execution. The final project will include a ticket-resolution portfolio, troubleshooting runbooks, an asset inventory, a basic network diagram, incident reports and a service-performance dashboard. Activities involving real users, production systems or confidential data will require explicit authorization.
Detailed Course Curriculum & Modules
Module 1: Introduction to IT Support & IT Service Management
- • What IT support, technical support and help desk teams do
- • IT support in small businesses, enterprises and managed service providers
- • Hardware, software, operating systems, networks and cloud services
- • Understanding incidents, service requests, problems and changes
- • Ticket priorities, impact, urgency and service-level agreements (SLAs)
- • Communication, customer service and professional troubleshooting
- • Introduction to AI-assisted support workflows
- • Practical: Create and categorize a set of simulated IT support tickets
Module 2: Computer Hardware & Troubleshooting Fundamentals
- • Computer components: CPU, RAM, storage, motherboard and power supply
- • Desktop computers, laptops, monitors and peripherals
- • BIOS/UEFI and boot processes
- • Printers, scanners, keyboards, docks and external devices
- • Storage space, overheating and common performance issues
- • Hardware diagnostics and safe component handling
- • Device inventory, serial numbers, warranties and asset records
- • Practical: Diagnose simulated computer, peripheral and startup problems
Module 3: Windows 11 & Desktop Support
- • Windows installation, setup and basic configuration
- • User profiles, local accounts and permissions
- • File systems, folders, file extensions and disk management
- • Task Manager, Device Manager, Event Viewer and Services
- • Windows Update, drivers and application installation
- • Startup issues, application crashes and performance troubleshooting
- • Windows Security, Defender and firewall fundamentals
- • System restore, recovery options and backup procedures
- • Practical: Resolve a series of Windows desktop support tickets
Module 4: Linux Fundamentals & Command-Line Support
- • Linux distributions, file systems and directory structure
- • Terminal basics and essential commands
- • Users, groups, permissions and ownership
- • Package installation and software updates
- • Processes, services, logs and disk usage
- • Network troubleshooting commands
- • SSH fundamentals and secure remote access
- • Basic Bash scripting for repetitive tasks
- • Practical: Investigate Linux service, permission and connectivity issues in a virtual lab
Module 5: Networking Fundamentals & Troubleshooting
- • LAN, WAN, Wi-Fi and internet connectivity
- • OSI and TCP/IP models
- • IP addresses, subnet masks, gateways and DNS
- • DHCP, NAT, ports and common protocols
- • Routers, switches, access points and network cables
- • ipconfig, ping, tracert, nslookup and netstat
- • Wi-Fi authentication, signal issues and connectivity failures
- • VPN fundamentals and remote connectivity
Module 6: Microsoft 365, Email & Productivity Support
- • Microsoft 365 and cloud productivity fundamentals
- • Outlook, Teams, OneDrive and SharePoint support basics
- • Email delivery, attachments, mailbox and synchronization issues
- • Account sign-in, MFA and password reset workflows
- • File sharing, collaboration permissions and access problems
- • Browser troubleshooting and common web application errors
- • Microsoft 365 admin concepts and service health
- • Phishing awareness and safe handling of suspicious emails
Module 7: Identity, Access & Endpoint Management
- • User accounts, groups and least-privilege access
- • Active Directory fundamentals and domain environments
- • Microsoft Entra ID concepts and cloud identities
- • Password policies, MFA and conditional access concepts
- • Account lockouts, access requests and joiner-mover-leaver processes
- • Group Policy fundamentals
- • Microsoft Intune and endpoint management concepts
- • Device enrollment, configuration policies and compliance
Module 8: IT Security & Incident Response Fundamentals
- • Confidentiality, integrity and availability
- • Malware, phishing, ransomware and social engineering
- • Antivirus, endpoint protection, firewalls and updates
- • Secure passwords, MFA and access control
- • Recognizing suspicious processes, logins and email attachments
- • Security alerts, evidence preservation and escalation
- • Backup, recovery and incident reporting fundamentals
- • Safe handling of customer and organizational information
Module 9: Cloud & Remote Technical Support
- • Cloud computing concepts: IaaS, PaaS and SaaS
- • Fundamentals of Microsoft Azure and AWS
- • Cloud users, permissions, virtual machines and storage
- • Cloud service health and basic connectivity troubleshooting
- • Remote desktop, remote assistance and approved support tools
- • VPN access and secure remote work practices
- • Cloud backup, recovery and monitoring fundamentals
- • Escalating infrastructure issues to cloud or system administrators
Module 10: ITSM Tools, Ticketing & Knowledge Management
- • Incident, request, problem and change management
- • Ticket lifecycle, assignment groups and escalation paths
- • Priority, impact, urgency and SLA tracking
- • Documentation, troubleshooting notes and resolution codes
- • Knowledge-base articles and reusable support runbooks
- • Asset and configuration inventory fundamentals
- • Service desk platforms such as Jira Service Management or ServiceNow
- • Customer communication and ticket closure standards
Module 11: PowerShell, Bash & IT Automation
- • Command-line administration for repetitive support tasks
- • PowerShell variables, pipelines, cmdlets and objects
- • User, service, process and system information queries
- • Basic Bash commands and scripts
- • Automating inventory reports and routine diagnostic checks
- • Scheduled tasks and safe execution practices
- • Error handling, logs and script documentation
- • Using AI to draft, explain and improve scripts
Module 12: AI-Assisted Troubleshooting & Support Operations
- • Using AI to structure troubleshooting steps
- • Generating hypotheses from error messages and symptoms
- • Summarizing logs and explaining unfamiliar error codes
- • Drafting customer responses and knowledge-base articles
- • Using AI to assist PowerShell and Bash scripting
- • Creating ticket summaries, categorization rules and handoff notes
- • Verifying AI suggestions against trusted documentation
- • Protecting confidential information and avoiding unsafe commands
- • Human approval, audit trails and escalation for high-risk actions
Module 13: Backup, Recovery, Monitoring & Advanced Troubleshooting
- • Troubleshooting slow systems, application crashes and failed updates
- • Disk health, storage capacity and performance checks
- • Backup schedules, restore testing and recovery planning
- • Windows Event Viewer and Linux log analysis
- • Monitoring alerts, availability and service health
- • Troubleshooting printers, peripherals and driver failures
- • Root cause analysis and recurring incident identification
- • Preparing incident timelines and escalation reports
Module 14: Professional Support Skills & Service Quality
- • Communicating with non-technical users
- • Asking effective diagnostic questions
- • Explaining technical problems in plain language
- • Managing expectations, difficult interactions and follow-ups
- • Working with SLAs and escalation procedures
- • Writing clear tickets, runbooks and technical documentation
- • Measuring first response, resolution time, reopen rate and customer satisfaction
- • Using AI responsibly for communication and reporting
Module 15: Project, Portfolio & Interview Preparation
- • Operate a simulated help desk for a small business
- • Process tickets across hardware, Windows, networking and accounts
- • Resolve Microsoft 365 and remote access scenarios
- • Investigate a security-related incident and escalate appropriately
- • Produce an asset inventory and basic network diagram
- • Build a troubleshooting knowledge base and automation script
- • Use AI-assisted workflows with documented validation
- • Prepare a service-performance dashboard and final report
- • Practise technical interviews and common troubleshooting scenarios
Who Should Join & Prerequisites
Prerequisites: Basic computer usage, Basic English reading comprehension, Interest in troubleshooting and problem-solving, Willingness to practise hands-on lab exercises, No prior IT or networking experience required
Recommended For: Fresh graduates seeking IT support careers, Students from any educational stream interested in IT, Beginners interested in computer troubleshooting, Aspiring help desk and desktop support professionals, Career changers entering IT operations
Career Roles & Job Opportunities
- 💼 IT Support Technician
- 💼 Help Desk Analyst
- 💼 Desktop Support Engineer Trainee
- 💼 Technical Support Executive
- 💼 Junior IT Operations Support Analyst
100% Placement Support & Practical IT Training in Ahmedabad
ExcelPTP Solutions (Amar Technolabs Pvt. Ltd.) provides practical 1-to-1 IT training until you secure your job in an IT company. We provide complete resume building, technical mock interview practice, technical viva preparation, and direct job interviews with hiring partner companies in Ahmedabad, Gandhinagar, and across Gujarat.
🏢 Campus Address: 4th Floor, Sunrise Avenue, Opp. Drive-In Cinema, Thaltej, Ahmedabad, Gujarat 380054
📞 Inquiries & Counseling: +91 94093 78394 / +91 91922 00000
✉️ Email: info@excelptp.com | 🌐 Website: https://www.skillptp.com
Still Have Questions?
Get clarity on course details, hands-on training, real-world projects, eligibility, fees, and career opportunities before you get started.
Can I learn IT support from scratch without any technical experience?
Yes! This course starts with computer fundamentals and gradually teaches hardware troubleshooting, Windows, Linux, networking, user accounts, cybersecurity and help desk operations. No previous IT support experience is required.
Do I need coding knowledge to join this course?
No. Programming is not required to begin. You will learn basic command-line operations and introductory PowerShell or Bash scripting later in the course to automate repetitive support tasks.
What will I learn in an IT Support & Technical Support course?
You will learn computer hardware, Windows and Linux troubleshooting, networking, Microsoft 365 support, account management, cybersecurity basics, cloud fundamentals, remote support, ticketing systems, IT documentation and AI-assisted troubleshooting.
Will I get practical experience during the training?
Yes. You will practise simulated support tickets, desktop troubleshooting, networking diagnostics, account management, incident reporting and basic automation. Practical work will use lab environments and authorized systems; access to live business systems depends on permissions and availability.
Is IT support a good career option in the AI era?
IT support can provide an entry point into IT operations, particularly for people who enjoy troubleshooting and helping users. AI can automate some routine tasks, so learning networking, security, cloud services, endpoint management and automation can help you develop beyond basic help desk work.