Technical SkillBTSDeveloping
IT Service Support and Incident Management
Competency Description
Diagnose and resolve hardware, software, and network incidents using ticketing tools (GLPI), remote support, and structured escalation procedures.
Personal Confidence
Developing2/5
FoundationalDevelopingProficientAdvancedExpert
This reflects my personal confidence in applying this competency in real-world professional situations, based on hands-on experience, continuous learning, and practical outcomes.
Related Courses in BTS Program
BTS program modules covering this competency
Block 1 - Support and Provision of IT Services (Common Core)
IT Asset Management
IT asset management tools (GLPI, OCS Inventory)Backup and restore proceduresLicense and software managementHardware lifecycle management
Block 1 - Support and Provision of IT Services (Common Core)
User Support and Incident Resolution
Ticketing tools and incident trackingFault source identification (network, system, application)Remote support and interventionIncident escalation proceduresUser satisfaction management
Block 1 - Support and Provision of IT Services (Common Core)
Workplace Setup and Service Deployment
Office software and business application deploymentNetwork connectivity configurationPrinter and peripheral managementMobile device management
Block 1 - Support and Provision of IT Services (Common Core)
Project Participation and Web Presence
Project management tools (Kanban, Gantt)Institutional website management
Block 2 - Infrastructure, Systems and Network Solutions (SISR / ex-ARLE)
Network Administration
DNS and DHCP service administrationNetwork segmentation and subnettingNetwork performance analysis and troubleshooting
Block 2 - Infrastructure, Systems and Network Solutions (SISR / ex-ARLE)
System Administration
Active Directory and group policy managementOpenLDAP directory servicesFile sharing services (SMB, NFS)Print services and server roles management
Block 2 - Infrastructure, Systems and Network Solutions (SISR / ex-ARLE)
Virtualization and Cloud Computing
Virtual machine creation and management
Block 2 - Infrastructure, Systems and Network Solutions (SISR / ex-ARLE)
Network Supervision and Monitoring
Monitoring tools deployment (Nagios, Zabbix)Alert configuration and escalationNetwork performance dashboardsLog management and analysisService Level Agreement (SLA) monitoring
Block 2 - Infrastructure, Systems and Network Solutions (SISR / ex-ARLE)
Scripting and Automation
Scheduled task managementConfiguration management basics
Block 3 - Cybersecurity of IT Services
Cybersecurity Fundamentals
Security incident response procedures
Block 3 - Cybersecurity of IT Services
Infrastructure Security (SISR Specialization)
Firewall configuration and managementWi-Fi network security (WPA3, 802.1X)VPN implementation and management
Block 3 - Cybersecurity of IT Services
Data Protection and GDPR Compliance
Breach notification procedures
Block 4 - Transversal Training
Economic, Legal and Managerial Culture (CEJM)
Management structures
Source Program