--- title: "IT Service Support and Incident Management - José DA COSTA" description: "Diagnose and resolve hardware, software, and network incidents using ticketing tools (GLPI), remote support, and structured escalation procedures." locale: "en" canonical: "https://portfolio.josedacosta.info/en/skills/it-service-support-incident-management" source: "https://portfolio.josedacosta.info/en/skills/it-service-support-incident-management.md" html_source: "https://portfolio.josedacosta.info/en/skills/it-service-support-incident-management" author: "José DA COSTA" type: "skill" slug: "it-service-support-incident-management" generated_at: "2026-04-23T15:45:28.248Z" --- # IT Service Support and Incident Management **Technical competency** - bts-computer-science (BTS) - Developing ## Competency description Diagnose and resolve hardware, software, and network incidents using ticketing tools (GLPI), remote support, and structured escalation procedures. ## Personal Confidence **Developing** - 2/5 Scale: 1. Foundational · 2. Developing · 3. Proficient · 4. Advanced · 5. Expert This reflects my personal confidence in applying this competency in real-world professional situations, based on hands-on experience, continuous learning, and practical outcomes. ## Details - Domain: Hard skill (technical) - Source: bts-computer-science (BTS) - Confidence level: 2/5 (Developing) - Category: infra-networks ## Related curriculum topics - **IT Asset Management** (Block 1 - Support and Provision of IT Services (Common Core)): IT asset management tools (GLPI, OCS Inventory), License and software management, Hardware lifecycle management - **User Support and Incident Resolution** (Block 1 - Support and Provision of IT Services (Common Core)): Ticketing tools and incident tracking, Remote support and intervention, Incident escalation procedures, User satisfaction management - **Workplace Setup and Service Deployment** (Block 1 - Support and Provision of IT Services (Common Core)): Printer and peripheral management, Mobile device management - **Project Participation and Web Presence** (Block 1 - Support and Provision of IT Services (Common Core)): Project management tools (Kanban, Gantt), Institutional website management - **Network Administration** (Block 2 - Infrastructure, Systems and Network Solutions (SISR / ex-ARLE)): DNS and DHCP service administration - **System Administration** (Block 2 - Infrastructure, Systems and Network Solutions (SISR / ex-ARLE)): Active Directory and group policy management, OpenLDAP directory services, File sharing services (SMB, NFS), Print services and server roles management - **Virtualization and Cloud Computing** (Block 2 - Infrastructure, Systems and Network Solutions (SISR / ex-ARLE)): Virtual machine creation and management - **Network Supervision and Monitoring** (Block 2 - Infrastructure, Systems and Network Solutions (SISR / ex-ARLE)): Log management and analysis, Service Level Agreement (SLA) monitoring - **Scripting and Automation** (Block 2 - Infrastructure, Systems and Network Solutions (SISR / ex-ARLE)): Scheduled task management, Configuration management basics - **Cybersecurity Fundamentals** (Block 3 - Cybersecurity of IT Services): Security incident response procedures - **Infrastructure Security (SISR Specialization)** (Block 3 - Cybersecurity of IT Services): Firewall configuration and management, VPN implementation and management - **Economic, Legal and Managerial Culture (CEJM)** (Block 4 - Transversal Training): Management structures ## Broader curriculum context Other modules from the same training program that provide complementary context: - **Data Protection and GDPR Compliance** (Block 3 - Cybersecurity of IT Services): GDPR fundamental principles, Personal data processing legal bases, Data subject rights, Data Protection Impact Assessment (DPIA), Breach notification procedures - **General Culture and Expression** (Block 4 - Transversal Training): Written and oral communication, Synthesis, Professional argumentation - **English for IT** (Block 4 - Transversal Training): Technical documentation reading, Professional oral communication, International standards - **Mathematics for IT** (Block 4 - Transversal Training): Binary/hexadecimal arithmetic, Boolean logic, Graph theory, Probability and statistics - **Applied CEJM** (Block 4 - Transversal Training): IT-specific legal and economic case studies, Outsourcing contracts, SLA frameworks - **Professional Portfolio (E4 Exam)** (Block 4 - Transversal Training): Compilation of professional achievements, Oral defense before a jury - **Professional Internship (10-12 weeks)** (Block 4 - Transversal Training): Immersion in enterprise IT departments, Two academic years of practical experience - **Professionalization Workshops** (Block 4 - Transversal Training): Project-based collaborative work, Real enterprise IT scenario simulation ## Other technical competencies from the same diploma - [System Administration](https://portfolio.josedacosta.info/en/skills/system-administration-bts.md) - Install, configure, and administer Windows Server and Linux (Debian, CentOS) environments, including Active Directory, OpenLDAP, and group policy mana - [Network Infrastructure Design and Management](https://portfolio.josedacosta.info/en/skills/network-infrastructure-design-management.md) - Design, deploy, and maintain local and wide area networks including switches (VLAN, link aggregation), routers, secure wireless access points, and DNS - [Network Security and Cybersecurity](https://portfolio.josedacosta.info/en/skills/network-security-cybersecurity.md) - Implement firewalls, intrusion detection/prevention systems (IDS/IPS), secure Wi-Fi configurations, and conduct vulnerability audits on servers and ne - [Scripting and Automation](https://portfolio.josedacosta.info/en/skills/scripting-automation.md) - Develop scripts in Batch DOS, VBScript, and Bash to automate repetitive administrative tasks such as user provisioning and log analysis. - [Database Fundamentals](https://portfolio.josedacosta.info/en/skills/database-fundamentals.md) - Manage relational databases (MySQL, Microsoft Access, SQL Server), execute SQL queries, and ensure data integrity and backup procedures. - [IT Asset and Configuration Management](https://portfolio.josedacosta.info/en/skills/it-asset-configuration-management.md) - Inventory and maintain hardware, software, and licenses using tools like GLPI and OCS Inventory, ensuring compliance with organizational policies. - [Monitoring and Supervision](https://portfolio.josedacosta.info/en/skills/monitoring-supervision.md) - Deploy and configure monitoring tools (Nagios, Zabbix) to oversee infrastructure health, set alerts, and ensure service continuity. - [Service Deployment and Business Continuity](https://portfolio.josedacosta.info/en/skills/service-deployment-business-continuity.md) - Implement backup, restore, and disaster recovery procedures to guarantee IT service availability and business continuity. ## Acquired during: BTS IG (IT Management), Specialization: ARLE (Enterprise Local Network Administrator) BTS in IT Management (ARLE specialization) at Lycee Gustave Eiffel, Bordeaux (2003-2005). Covered system administration, network infrastructure, scripting, and cybersecurity fundamentals. [See full journey entry](https://portfolio.josedacosta.info/en/journey/bts-computer-science.md) Full interactive page with navigation: https://portfolio.josedacosta.info/en/skills/it-service-support-incident-management