Service Agreement: Level 1 Technician

Certifications

Capabilities

A+
https://certification.comptia.org/certifications/a


CompTIA A+ 220-901 covers PC hardware and peripherals, mobile device hardware, networking and troubleshooting hardware and network connectivity issues.


CompTIA A+ 220-902 covers installing and configuring operating systems including Windows, iOS, Android, Apple OS X and Linux. It also addresses security, the fundamentals of cloud computing and operational procedures.

Google Certified Associate
https://cloud.google.com/certification/gsuite-administrator
A Google Certified Associate - G Suite Administrator has demonstrated their ability to:


  • Create, delete and administer users for a domain
  • Create and administer organizational units
  • Configure sharing settings, policies and reporting
  • Configure mail delivery, routing, and filtering
  • Create and manage calendar resources
  • Set up mobile policies and manage devices
  • Design for security
  • Configure and manage group settings

Network+
https://certification.comptia.org/certifications/network
CompTIA Network+ is a vendor neutral networking certification that is trusted around the world. It validates the essential knowledge and skills needed to confidently design, configure, manage and troubleshoot any wired and wireless networks. CompTIA Network+ certified individuals are in-demand worldwide.

Security+
https://certification.comptia.org/certifications/security
CompTIA Security+ is the certification globally trusted to validate foundational, vendor-neutral IT security knowledge and skills. As a benchmark for best practices in IT security, this certification covers the essential principles for network security and risk management – making it an important stepping stone of an IT security career.

Server+
https://certification.comptia.org/certifications/server
Today’s IT environments demand planning, securing and maintaining a variety of server equipment. CompTIA Server+ certification validates IT professionals can do just that and more. As an industry-recognized credential, CompTIA Server+ helps boost the performance of IT professionals within businesses of all sizes.

Device support: Service PC hardware and peripherals, mobile device hardware, connecting to network, troubleshooting hardware and network connectivity issues.

Training

Internal

External

Google Apps Admin: A Google Certified Associate - G Suite Administrator configures and manages all aspects of a G Suite domain. This includes administering users, organizational units, groups, and access to services. The G Suite Administrator also manages security of the G Suite domain as well as mobile policies.

A+

Google Certified Associate

Network Administration: configuration, management, and troubleshooting of common wired and wireless network devices. Also included are emerging technologies such as unified communications, mobile, cloud, and virtualization technologies.

Server support: covers server architecture, administration, storage, security, networking, troubleshooting as well as disaster recovery.

Network+

Customer service: Basic skills for a "front line" staff member to handle customer contacts by phone, email and face to face

Customer service
Need to develop this cert in-house
*Topics covered:

  • Identify and meet customer expectation
  • Communicate effectively with customers
  • Manage customer perceptions
    Deal with different types of customers
  • Respond effectively to in-person and telephone customer contacts
  • Write effective emails and chat

*We need to develop this internally
Customer Service Certification


Course Outline (1 full day)


Customer Care Basics

  • Impact of a satified customer
  • Value of a customer
  • Customer expectations

Communications Fundamentals

  • The communication challenges
  • Communication challenges
  • Communication exceptional service

Managing Customer

  • Perception is reality
  • Creating positive perceptions
  • Avoid negative perceptions
  • Taking responsibiity

Responding Face-to-Face and by Phone

  • Listening effectively
  • Asking questions
  • Interpreting information
  • Offering a solution

Different Customer Types

  • The platinum rule
  • Assertive customers
  • Angry customers
  • Talikative customers

Writing Effective Emails and Letters

  • Assessing your writing style
  • K.I.S.S. strategy
  • Using active voice
  • Opening and closing sentences

Server+

Security monitoring: has the knowledge and skills required to install and configure systems to secure applications, networks, and devices; perform threat analysis and respond with appropriate mitigation techniques; participate in risk mitigation activities; and operate with an awareness of applicable policies, laws, and regulations.

Security+