100-140 CCST-IT Study guide Cisco Certified Support Technician – IT Support

The Cisco Certified Support Technician – IT Support (CCST-IT) certification study guide provides a comprehensive foundation for individuals aiming to establish or advance their careers in IT support. The guide covers essential technical topics including networking fundamentals such as types of networks, IP addressing, and key protocols like DNS and DHCP. It dives into operating systems, highlighting Windows, macOS, and Linux environments, focusing on file systems, permissions, software installation, and command-line tools.

Hardware fundamentals are explored in detail, with explanations of critical components like CPUs, RAM, storage devices, and peripheral interfaces, alongside troubleshooting methods and BIOS/UEFI configuration. Security fundamentals address core cybersecurity principles such as the CIA triad, authentication, firewalls, malware types, and best practices for securing networks and data.

The guide emphasizes troubleshooting skills by outlining systematic approaches to diagnosing and resolving hardware, software, and network issues, while also stressing effective communication and customer service skills vital for technical support roles. It explains IT service roles, frameworks like ITIL, and important concepts such as SLAs and change management.

Additionally, cloud computing and virtualization basics are introduced, including service models (IaaS, PaaS, SaaS), deployment types, and common providers like AWS and Azure. The guide also covers scripting and automation fundamentals to enhance efficiency in IT tasks.

Finally, it underscores professionalism and ethics in IT, covering workplace conduct, time management, data privacy, and compliance with industry standards such as GDPR and HIPAA. Overall, this guide equips candidates with practical knowledge and skills needed to succeed as proficient IT support technicians.

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Ebook: 16 Mei 2025