Prerequisites for Support Engineering

Technical Foundation Requirements

What you Need to Know
- Operating System Fundamentals
  - Understanding of Windows, macOS, and Linux operating systems
  - File system navigation and management
  - Basic software installation and configuration
  - Resources:
    - Computer Basics - GCFGlobal - Comprehensive computer fundamentals
    - CompTIA A+ Core 1 - Professor Messer - Hardware and operating systems fundamentals
    - Digital Literacy Course - Coursera - University of Pittsburgh (Free audit)
- Command Line Proficiency
  - Navigate file systems using terminal/command prompt
  - Basic file operations (create, copy, move, delete)
  - Understanding of paths and directories
  - Resources:
    - Command Line Crash Course - Learn Code The Hard Way - Comprehensive CLI tutorial
    - CompTIA A+ Core 2 Command Line - Professor Messer - Windows and Linux command line fundamentals
    - Linux Command Line Basics - Ubuntu - Linux-focused tutorial
- Networking Fundamentals
  - Understanding of IP addresses and DNS
  - Basic knowledge of HTTP/HTTPS protocols
  - Familiarity with common network troubleshooting
  - Resources:
    - Networking Fundamentals - Cisco Networking Academy - Free comprehensive course
    - CompTIA Network+ Course - Professor Messer - Comprehensive networking fundamentals
    - Computer Networking Course - Khan Academy - Interactive networking basics

What you Need to Know
- Professional Communication
  - Clear written communication skills
  - Professional email etiquette
  - Active listening techniques
  - Resources:
    - Business Communication - Coursera - University of Pennsylvania (Free audit)
    - Professional Email Writing - edX - UC Berkeley
    - Toastmasters International - Public speaking and communication clubs
- Customer Service Fundamentals
  - Understanding of customer service principles
  - Empathy and patience in difficult situations
  - Problem-solving mindset
  - Resources:
    - Customer Service Fundamentals - Coursera - CVS Health (Free audit)
    - Customer Service Training - HubSpot Academy - Free certification course
    - Service Excellence Course - ALISON - Free online course

What you Need to Know
- Analytical Skills
  - Logical reasoning and analysis
  - Systematic approach to problem-solving
  - Ability to break down complex issues
  - Resources:
    - Critical Thinking Course - Coursera - University of Edinburgh (Free audit)
    - Problem Solving Techniques - edX - Various universities
    - Logic and Critical Thinking - MIT OpenCourseWare - Free MIT course

What you Need to Know
- Basic Programming/Scripting
  - Understanding of basic programming concepts
  - Familiarity with at least one scripting language (Python recommended)
  - Version control basics (Git)
  - Resources:
    - Python for Everybody - Coursera - University of Michigan (Free audit)
    - Git Tutorial - Atlassian - Comprehensive Git guide
    - Automate the Boring Stuff with Python - Free online book
- Documentation and Web Technologies
  - Markdown formatting and technical writing
  - Basic understanding of HTML, CSS, and JavaScript
  - Knowledge of web browsers and developer tools
  - Resources:
    - Markdown Guide - Complete Markdown reference
    - Technical Writing Course - Google - Free technical writing course
    - Web Development Basics - freeCodeCamp - HTML, CSS, JavaScript fundamentals

What you Need to Know
- Continuous Learning Mindset
  - Curiosity and willingness to learn new technologies
  - Ability to adapt to changing environments
  - Growth mindset approach
  - Resources:
    - Learning How to Learn - Coursera - UC San Diego (Free audit)
    - Mindset: The New Psychology of Success - Summary - Growth mindset concepts
    - Lifelong Learning - TED Talks - Inspirational talks on learning
- Resilience and Teamwork
  - Ability to work under pressure and handle stress
  - Effective collaboration in team environments
  - Conflict resolution abilities
  - Resources:
    - Resilience Skills - Coursera - University of Pennsylvania (Free audit)
    - Teamwork Skills - Coursera - University of Colorado (Free audit)
    - Stress Management - Mayo Clinic - Comprehensive stress management guide

What you Need to Know
- Technical Skills Assessment
  - Navigate command line/terminal confidently
  - Understand basic networking concepts (IP, DNS, HTTP)
  - Use web browser developer tools
  - Write basic scripts or automation
  - Resources:
    - VirtualBox - Free virtualization for practice labs
    - GitHub - Version control practice and portfolio
    - Repl.it - Online coding environment
- Communication Skills Assessment
  - Write clear, professional emails
  - Explain technical concepts to non-technical people
  - Handle difficult conversations with patience
  - Work effectively in team environments
  - Resources:
    - Support Driven Community - Professional support network
    - r/ITCareerQuestions - Career advice community
    - Stack Overflow - Technical Q&A community

What you Need to Know
- For Limited Technical Background
  - Complete computer basics and command line tutorials (4-6 weeks)
  - Focus on networking fundamentals
  - Practice with virtual environments
  - Resources:
    - Computer Basics - GCFGlobal - Start here for fundamentals
    - Command Line Crash Course - Essential CLI skills
    - Networking Fundamentals - Cisco - Comprehensive networking
- For Strong Technical Background
  - Focus on customer service and communication skills (2-3 weeks)
  - Develop critical thinking frameworks
  - Practice professional communication
  - Resources:
    - Customer Service Fundamentals - HubSpot - Essential customer service skills
    - Business Communication - Coursera - Professional communication
    - Critical Thinking Skills - Analytical thinking development

Ready to Begin? Once you've completed these prerequisites, start with Module 1: Support Fundamentals to begin your Support Engineering journey.