Professional Service Support Engineer

R3 750

Service Support is a collection of engineering practices to support your customer and users with professionalism and consistency.

This self-paced online course introduces the terminology, foundational principles and practices of Service Support. This course includes:

  • 12 hours of video lectures
  • Templates
  • Checklists
  • The Professional Service Support Engineer (PSSE) certificate
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Description

Today’s digital deployments are often large and complex, with business services dependent on dynamic environments. Customers and users have come to expect professional and consistent support to minimise the disruption to their business operations.

This course contains a collection of internationally-accepted engineering principles and practices which may be adopted (and adapted) to improve the quality of support to customers.

The Professional Service Support Engineer (PSSE)

This self-paced online course explores the terminology, foundational principles and practices of Service Support engineering. It provides no-nonsense guidance on:

  • Responding to faults and outages
  • Responding to major outages
  • Responding to Service Requests
  • Identifying recurring incidents, and implementing workarounds or permanent fixes
  • Replacing or deploying new technology
  • Maintaining licences and asset records
  • The Customer Experience

The course is aimed to equip you with the practical skills improve your customers experience. It culminates in an online exam which then earns you a certificate.

Not Another Framework

There are already a number of Service Management Frameworks and standards (ITIL®, ISO/IEC20000, Microsoft Operations Framework, COBIT, Google’s SRE, Verism and others. However these courses are almost exclusively focused on the management practices.

Intended audience

This course is intended for technical specialists who are involved in support-related activities:

  • Infrastructure Engineers
  • Network Engineers
  • Database Administrators
  • Software Developers
  • Software Testers
  • Business Analysts
  • DevOps Engineers
  • Service Desk Agents

Exam format

Once you have completed all the modules, you will be given an opportunity to complete a fast-paced exam to test your knowledge:

  • 60 multiple-choice questions chosen at random from a bank of questions
  • 60 minutes
  • You may attempt the exam as many times as you wish
  • A score of 54/60 (90%) is required to pass the exam
  • This is an open-book exam and you may reference your notes
  • No invigilator is required

Certificate

Once you have successfully completed and passed the exam, you will automatically receive:

  • The Professional Service Support Engineer Certificate
  • PSSE Digital Badge

Learning Outcomes

  • Understand the principles and practices of service support
  • Apply the described methods in the workplace

Course Content