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Cisco CCST IT Support 100-140: master technical support fundamentals
Your users expect clear support and methodical diagnosis. Cisco CCST IT Support connects hardware, systems and connectivity skills to help you handle first-line requests more effectively. Build confidence in tracking tickets and assisting users while preparing for certification.
- Duration
- 3 days 21 hours
- Code
- CCST-S Code
- Certification
- Cisco Certified Support Technician (CCST) IT Support Certification
Accredited training for the Cisco Certified Support Technician (CCST) IT Support certification.
Presentation
In an increasingly digital workplace, responsive and effective technical support is essential to business continuity. Without a structured approach to incident resolution and clear prioritisation, organisations face costly interruptions and a poorer user experience.
This Cisco CCST IT Support course provides an ideal starting point for a career in digital infrastructure. Immersive practical exercises and quizzes build a foundation of operational skills. Each module prepares you to diagnose and resolve hardware, software and connectivity issues using Cisco quality standards.
By the end of the course, you will be fully prepared to take the CCST IT Support 100-140 certification exam (see the certification tab for details). This certification formally validates your ability to support end users and maintain the operational integrity of modern IT estates.
Oo2 works with Fastlane, a Cisco Platinum authorised centre, to arrange your certification exams. This partnership enables you to schedule and take your official exams directly through partner Fastlane centres.
Objectives
By the end of this Cisco CCST IT Support course, you will be able to:
- master ticket management concepts, SLAs and key performance indicators (KPIs);
- identify and diagnose computer hardware components (processor, RAM, storage);
- resolve wired and wireless network connectivity issues using standard diagnostic tools;
- support users in Windows, macOS, iOS and Android environments;
- understand the fundamentals of virtualisation and cloud service models (AWS, Azure, GCP);
- identify common security threats such as phishing and social engineering;
- use remote support tools and AI-based solutions for technical research;
- prepare effectively for exam 100-140 to earn the Cisco Certified Support Technician (CCST) IT Support certification.
Program
Module 1: manage IT support tasks and responsibilities
- Define key concepts: queue management, ticketing and SLAs.
- Write clear technical documentation summarising customer interactions.
- Apply a rigorous problem-solving methodology.
Practical labs
- Document a technical incident from ticket creation through to closure.
Module 2: maintain hardware and ensure physical safety
- Apply fundamental safety procedures (ESD, electrical hazards).
- Identify and extract system information using built-in OS tools.
- Recognise ports, cables and converters (HDMI, USB-C, RJ-45, NVMe).
- Install, update and troubleshoot internal components.
Practical labs
- Install a new storage component and configure its drivers.
Module 3: restore connectivity and access to resources
- Manage access using Active Directory, Entra ID and MFA.
- Troubleshoot shared devices (printers, scanners, Webex systems).
- Check network connectivity (IP, DNS, DHCP) using CLI commands.
- Understand the role of firewalls in application connectivity.
Practical labs
- Use Ping, Tracert and Nslookup to identify a network service interruption.
Module 4: administer operating systems and software
- Support Windows and macOS environments (display, updates, backups).
- Troubleshoot mobile devices (iOS/Android) and collaboration software.
- Resolve common application issues and manage processes.
- Configure browsers and manage security extensions.
Practical labs
- Terminate unresponsive processes and clear application caches to restore performance.
Module 5: support users in cloud and hybrid environments
- Identify cloud service models (AWS, Azure, GCP) and virtualisation.
- Support SaaS applications (Microsoft 365, Google Workspace, Webex).
- Understand hybrid infrastructure and remote storage.
Practical labs
- Carry out a data backup and restore procedure using cloud tools.
Module 6: secure the environment and use professional tools
- Detect threats: phishing, malware, impersonation and social engineering.
- Comply with data privacy policies (PII).
- Use remote control software (TeamViewer, RDP, Cisco Webex).
- Use AI ethically and securely to research technical solutions.
Practical labs
- Complete a remote technical support intervention using Remote Desktop software.
Audience
This course is for people starting a technical career in IT, including:
- entry-level support technicians seeking a rigorous troubleshooting methodology aligned with industry standards;
- career changers moving into help desk or on-site support roles;
- students and graduates seeking to validate their foundational knowledge with a globally recognised Cisco certification;
- maintenance technicians who need a sound theoretical and practical foundation to support modern IT estates.
Prerequisites
The following prerequisite applies:
- Technical skills: practical computer proficiency, including navigating operating systems (Windows or macOS) and using web browsers for everyday tasks.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
- Quiz / multiple-choice questions
- Practical exercises
Course highlights
- Certified expertise: delivered to Cisco's official teaching standards to prepare you thoroughly for the realities of the role.
- Intensive labs: practical exercises based on real support scenarios develop your diagnostic skills.
- Cisco Learning Credits: the session is eligible for payment using 30 CLC.
- Up-to-date approach: the programme includes the use of generative AI to support technical diagnosis.
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.
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