This course is designed to give you hands-on experience with industry-standard solutions like Remote Desktop, TeamViewer, VNC, and Cisco WebEx, enabling you to efficiently assist users and collaborate with teams from anywhere. You’ll master remote access and management techniques, ensuring you can resolve issues and maintain systems without being physically present. The module also guides you through leveraging powerful research tools, including search engines, knowledge bases, and technical forums, to quickly find solutions to complex problems. Discover how to use artificial intelligence for troubleshooting and stay informed about the latest advancements in IT support. Additionally, you’ll learn to navigate privacy, security, and ethical considerations when using public data sources, ensuring responsible and effective support practices. By the end of this module, you’ll be equipped with the practical skills and critical thinking needed to excel in any IT support environment.
Cisco Certified Support Technician IT Support 100-140 Unit 9
This course is part of Cisco Certified Support Technician IT Support - 100-140 Specialization
Instructor: Pearson
Included with 
Recommended experience
What you'll learn
Master remote access and management tools for efficient troubleshooting and support.
Collaborate using video conferencing and persistent chat applications like Cisco WebEx.
Research and resolve issues using search engines, knowledge bases, and technical forums.
Apply AI tools and understand privacy, security, and ethical considerations in IT support.
Skills you'll gain
Details to know
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September 2025
2 assignments
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Build your subject-matter expertise
- Learn new concepts from industry experts
- Gain a foundational understanding of a subject or tool
- Develop job-relevant skills with hands-on projects
- Earn a shareable career certificate
There is 1 module in this course
In this module, you’ll discover the common tools and applications used for IT support, including troubleshooting and ticketing tools. You’ll also explore the different types of tools available for researching and solving problems, which may differ from those used for general IT support or specific applications. By the end of this module, you’ll have a solid understanding of the essential resources you need to effectively support and resolve technical issues.
What's included
14 videos2 assignments
Earn a career certificate
Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.
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Frequently asked questions
Yes, you can preview the first video and view the syllabus before you enroll. You must purchase the course to access content not included in the preview.
If you decide to enroll in the course before the session start date, you will have access to all of the lecture videos and readings for the course. You’ll be able to submit assignments once the session starts.
Once you enroll and your session begins, you will have access to all videos and other resources, including reading items and the course discussion forum. You’ll be able to view and submit practice assessments, and complete required graded assignments to earn a grade and a Course Certificate.
More questions
Financial aid available,