FREE Complete Beginner Course: Technical Support Overview

Overview of DNS, DHCP, Client/Server Architecture, Remote Tools, TCP/UDP, OSI Model, and more.
Free tutorial
Rating: 4.3 out of 5 (351 ratings)
5,032 students
45min of on-demand video
English [Auto]

Student will learn overview of OSI model
Learn skills, experience and personality of the Technical Support Role
Best practices for opening, updating and closing tickets.


  • Basic understanding of Networking
  • Existing IT Help desk practitioners


This FREE course is a continuation of a series to improve your IT skills at no cost. Below is the list of topics discussed over the course. Please note this information is an introduction.

  • Topics covered are as follows:

  • Overview of DNS concepts

  • How does DHCP work?

  • Introduction to Client / Server Architecture

  • Remote Tools

  • TCP/UDP (IPV4) For Beginners

  • Introduction of OSI Model

  • Understanding Tech Support Role

  • Elements needed to succeed

Who this course is for:

  • Fresh IT help desk technicians
  • Students interested in improving their IT skills


Technology Lover | Infrastructure Engineer | DevOps | AWS
Joaquin Pujols
  • 4.2 Instructor Rating
  • 1,623 Reviews
  • 40,458 Students
  • 6 Courses

Welcome, my name is Joaquin Pujols, founder, and CEO of ImLearningTech. Technology is my passion and I love teaching valuable skills to everyone who is willing to learn and improve their IT skills. My goal is to help you understand easily complex IT concepts. I am here to assist you to achieve your professional goals and objectives. All my courses are structured to go from the foundation to advance terminologies step by step. Upon completion of my courses, you will be exposed to comprehensive hands-on material, and gain substantial real-world experience, enhance your productivity at the workplace, and the most important, improve your career.

Over the last 17 years, I have acquired substantial IT skills and recognitions at the workplace that allow me to provide you an exceptional learning experience. Some of my certifications and technical boot camps are (AWS Developer, Linux, Infrastructure as a Code (Terraform), Version Control, Jira, CCNA, CCNA-Voice, CCNA Wireless, CCNA Security, CCNP, MCT, Splunk, and many more -- including a DevOps master which enable me to teach a variety of powerful courses from IT to development and automation courses.

Here are some of my current certifications:

- AWS Solutions Architect

- Azure Security Engineer

- Azure System Administrator

- Azure Fundamentals

Plus 5 years of experience providing technical training and support using AWS, Networking, Linux, Cybersecurity, Azure, Google Cloud, Python, SQL, Puppet, Chef, VMware, NetApp, Scripting, Data Science, Kubernetes, Jenkins, Ansible, Docker, and Infrastructure in general.

AWS Certified Solutions Architect, DevOps Engineer building AWS pipelines using Code Commit and OpsWorks.

Working knowledge of Machine Learning, Data Science, application migration to clouds, project management, SCCM, and infrastructure automation.

I know the flavors of working with developers and operation teams. I know your struggles on the IT road, but I am here to help you to break those obstacles. My goal throughout this series of courses is to break complex topics into small pieces of data, easier to digest, and you would be able to remember it.

If you feel uncomfortable with some topics feel free to send me a message and we will go over it. I will go up and down responding to all your questions and providing enough hands-on labs in order to help understand the classes. I believe great IT training is acquired by practicing, seeing new errors, trying new configurations, documentation, testing, and implementing. We will practice a lot during the courses. Hope you enjoy it.

I currently work at the MTA, a major transportation company in NYC, providing and resolving complex IT issues in hardware, to the maintenance of network, systems, and application development.

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