Lead qualification for technical support

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[Music] hi guys welcome back to my channel where i make some videos about tech unboxing product reviews and events and for today's video i will be talking about the things you should know and learn when you are starting in an i.t support position role and if you're transitioning into an i.t career and interested in this topic please keep on watching and without further ado let's get started with the video so it's the year 2021 now but unfortunately we still have the pandemic and i know there's a lot of people who are transitioning to a different career and it is one of them and since a lot of companies are starting to work remotely now there is more need and demand for i.t people and if you are considering to transition into this career and if you are transitioning into this career or just considering it i am making this video to help you guys out land a job in i.t and also help you out as well to make it easier for you if you have started working as an entry-level i.t support specialist so i have compiled and listed down the topics that i think you should know when you are just starting out in it but i'm not gonna delve deep into the topics because i'm just gonna give you a bit of an overview on what they are and why you need to learn and know them and maybe later on you can probably research on them on your own so let's get started with the first one the first one is active directory okay so active directory based on the definition allows admin to manage permissions and access to network resources it is a service developed by microsoft for windows domain networks and it runs on windows servers so one of the roles in it is to manage the access and network resources in a company and most companies are using active directory for that so in active directory we can store data and we call that objects and objects can be users groups applications or devices such as servers laptops computers and printers okay so what do we usually do in active directory so since we manage all the user accounts in the active directory if a user gets locked out in the domain we actually reset the password in the active directory itself so that is one of the most common uh things that we do in active directory and also if you want to add a device or equipment to the domain like a printer or a laptop you also do it in the active directory okay so let's now move on to the second one and that is the operating system and ing to the definition an operating system is the software that supports a computer's basic functions such as scheduling tasks executing applications and controlling peripherals i know you're already familiar with what an operating system is we are all using it on a daily basis whether it's a windows mac os linux android ios we're all using it and since we are in it we should also know what the users are using in their machine so at least if they ask us for an issue we have the basic knowledge on how to troubleshoot it i'm not telling you to be an expert on all these operating systems because there's quite a few of them but just at least be familiar with the basics navigating the system the features the different applications managing and changing the system settings and system preferences would really help you troubleshoot and set up different machines and since iit usually purchases the devices and equipment in the company most of the time we should be able to learn how to set up different laptops and machines as well so you should be able to learn the basics in setting up machines like adding it to the domain changing the host name adding a user as an admin in different os like windows mac os or linux so let's move on to the next one and that is command line commands so knowing the different command line commands is really very helpful when you are troubleshooting especially if you know the basic commands and you know how to use them properly so i'm going to give you a few basic and very helpful commands and how to use them and i'm only gonna give you the windows ones because i am more familiar with windows okay let's get started with the different command line commands so we go to start first and open the command prompt in order to use the command lines so you can go type cmd and the search bar or type command that works as well so when you are in command prompt it should look like this that is the prompt and the first one that i'm going to show you is ping i know it's very familiar and we probably all know how to use it but it's really one of the useful commands that we have so ping stands for packet internet groper and we use it to check if a device is reachable so for example if you are trying to reach a server but you're getting errors that it's not reachable or you have an alert that says something is down the first thing you should check is if it is pingable that means if it's reachable you can check it through ping so the command for that is just paying and just type in the ip address of the device that you are trying to reach so i'm just gonna try to ping myself just to show you and i should be online because i can use the computer now so it should show you the statistics and if you get this reply and 0 lost here it means that the device is is reachable you can also ping a hostname and also you can use a continuous ping this is very helpful if you're rebooting a device and you are checking if it's going to go back up because as you can see the normal ping with the ip or just this name gives you only four responses or replies so what if the reboot takes longer than that it's gonna give it's not gonna give you the response so if you want to do a continuous ping you just type in ping and then the ip address of the device and it's gonna keep pinging it until you force it to stop so it's gonna do a continuous ping it's gonna do that forever until you force it to stop so that is helpful when you're doing reboots so just do a ctrl c if you want it to stop or force stop it next one another very important command is ipconfig this displays all of the networking information on the machine that you are running the command from so it usually displays the ip address the subnet mask and the default gateway of your machine so let us try that and this is what it looks like so here is the ipv6 address this is the ipv4 address this is the subnet mask so just in case you just want to know the ip address of the machine you can use ipconfig and if you want a more complete networking information you can also use ipconfig dash all and it should show more networking information plus the mac address of the machine so the mac address is also called the physical address so this shows in here for the ipconfig all command okay so another command line that is useful is when you are mapping a network drive usually we do it on the gui we just go to this pc right click and map network drive and just type in the path there but we can also do it in the command line okay so if you want to map your drive in the command line the command is net use and you just put the letter of the drive that you want to use for example letter e and then the complete path of the network drive for example folder slash file that's just an imaginary path and you can add persistent and yes here that means it's gonna stay there the network drive is gonna stay there even if you reboot it it's still going to be there you don't have to reconnect it what's nice about this command line is that it's more powerful and reliable than doing it in this windows gui because there are times that the drive gets disconnected and you have to reconnect it again when you do updates or you put the pc but if you do it in the command line it will never you will never lose the map drive so that is very helpful as well so let's move on to the next one and that is basic networking you should be able to understand the basic concepts in networking but i'm not telling you that you should take up a cisco training course i just want you to at least understand the basic concepts of networking because it is very important in troubleshooting and understanding the entire flow of the network and systems in your company because a lot of companies now almost all the offices are connected through a network so understanding what a lan and when is understanding what wired and wireless network connection is understanding switching and routing what a router what a firewall is is also very important when you are in it so next would be basic hardware though we are not technicians we don't repair any laptops computers or cell phones because we usually have warranties on that and we just send them for repair to the manufacturer you still need to know the basics of computer hardware like what the hard drive is what psu is what ram is because we still manage servers physical servers and sometimes we have user desktops so sometimes we get requests to upgrade the storage upgrade the memory or transfer files from the hard drive at least you know the basics of it next would be pc setup or phone setup so this is really a common task for it where we are asked to set up pcs for usually the new hires or if there is an event in the company we are asked to set up a pc somewhere for a conference for that event for a meeting so we should know and learn how to set up the pc with the different peripherals like monitors keyboards and mouse connecting it to a docking station connecting it to a printer connecting it to a telephone so you should be able to know all of that and also learn what the different connectors are for example for display we have different connectors the older ones are vga connectors we have the dvi much older one we have displayport we have mini displayport and the more common one hdmi so those are the different connectors used to hook up monitors to a computer also we have the different network connections if they want hardwired connection so we have rj45 for the ethernet that is the physical connection to the internet if they don't want wireless one also rj11 for telephone so just in case they ask you for a pc setup at least you are familiar with all the cables because okay that concludes the video for today i hope you learned something from the list of the things you should learn and know when starting in it support and if you have any questions please don't hesitate to leave that down in the comment section below i hope you enjoyed watching and i hope to see you on my next video