The Cisco Certified Support Technician IT Support (100-140) exam tests an entry-level candidate’s foundational knowledge and skills related to IT support tasks, including queue and time management, documentation, troubleshooting, assisting end users, managing computer components, and identifying security threats.

Module 1: Support Tasks and Responsibilities
• Define Key Help Desk Concepts
• Prepare Documentation to Summarise a Customer Interaction
• Describe the Problem Solving Process.

Module 2: Hardware Issues
• Demonstrate how to follow basic safety procedures
• Assist end users in using tools to locate information about their device
• Assist end users in locating, identifying, and understanding the characteristics of various ports and cables
• Identify, install and upgrade various components in a desktop computer
• Investigate commonly encountered hardware issues.

Module 3: Connectivity and Resource Access Issues
• Assist users with establishing access to network-based resources
• Troubleshoot commonly encountered connectivity issues with peripherals
• Examine basic end-device connectivity to the network.

Module 4: Operating System and Application Issues
• Assist users in resolving Windows operating system issues
• Assist users in resolving MacOS operating system issues
• Assist users in resolving mobile device issues
• Describe virtualisation and cloud terminology
• Assist users in resolving common application issues.

Module 5: Common Threats and Preventions
• Describe security threats to the end user, perform basic investigation, and escalate to the appropriate team
• Recognise how to avoid becoming a victim of social engineering attacks
• Recognise how company policies and confidentiality guidelines protect user data.

Module 6: Job Tools
• Use remote access software to connect to end user devices and perform remote support tasks
• Use appropriate troubleshooting tools to research an issue and update internal documentation with findings.

There are no formal prerequisites to earn these certifications, but you should have an understanding of the exam topics before taking any of the exams. Basic understanding of networking security concepts.

The Cisco Certified Support Technician Networking (100-150) exam validates an individual’s skills and knowledge of entry-level networking concepts and topics.

The certification demonstrates foundational knowledge and skills needed to show how networks operate, including the devices, media, and protocols that enable network communications.

The Cisco Certified Support Technician Networking (100-150) exam is also a first step toward CCNA certification.

Module 1: Standards and Concepts
• Identify the fundamental conceptual building blocks of networks
• Differentiate between bandwidth and throughput
• Differentiate between LAN, WAN, MAN, CAN, PAN, and WLAN
• Compare and contrast cloud and on-premises applications and services
• Describe common network applications and protocols.

Module 2: Addressing and Subnet Formats
• Compare and contrast private addresses and public addresses
• Identify IPv4 addresses and subnet formats
• Identify IPv6 addresses and prefix formats.

Module 3: Endpoints and Media Types
• Identify cables and connectors commonly used in local area networks
• Differentiate between Wi-Fi, cellular, and wired network technologies
• Describe endpoint devices
• Demonstrate how to set up and check network connectivity on Windows, Linux, Mac OS, Android, and Apple iOS.

Module 4: Infrastructure
• Identify the status lights on a Cisco device when given instruction by an engineer
• Use a network diagram provided by an engineer to attach the appropriate cables
• Identify the various ports on network devices
• Explain basic routing concepts
• Explain basic switching concepts.

Module 5: Diagnosing Problems
• Demonstrate effective troubleshooting methodologies and help desk best practices, including ticketing, documentation, and information gathering
• Perform a packet capture with Wireshark and save it to a file
• Run basic diagnostic commands and interpret the results
• Differentiate between different ways to access and collect data about network devices
• Run basic show commands on a Cisco network device.

Module 6: Security
• Describe how firewalls operate to filter traffic
• Describe foundational security concepts
• Configure basic wireless security on a home router (WPAx).

The following learning materials are recommended for you to take prior to the Cisco Certified Support Technician (CCST) Networking certification exam:

• Network Technician Career Path

The Network Technician Career Path prepares you for the Cisco Certified Support Technician (CCST) Network certification and entry-level roles such as network support technician, entry-level help desk technician, or IT support specialist. Learn how networks operate, including the devices, media, and protocols that enable network communication. Develop key skills so you can perform basic troubleshooting, using effective methodologies and help desk best practices.

The Cisco Certified Support Technician Cybersecurity (100-160) exam validates a candidate’s skills and knowledge of entry-level cybersecurity concepts and topics, including security principles, network security and endpoint security concepts, vulnerability assessment and risk management, and incident handling.

The Cisco Certified Support Technician Cybersecurity (100-160) exam is also a first step toward CyberOps Associate certification.

Module 1: Essential Security Principles
• Define essential security principles
• Explain common threats and vulnerabilities
• Explain access management principles
• Explain encryption methods and applications.

Module 2: Basic Network Security Concepts
• Describe TCP/IP protocol vulnerabilities
• Explain how network addresses impact network security
• Describe network infrastructure and technologies
• Set up a secure wireless SoHo network
• Implement secure access technologies.

Module 3: Endpoint Security Concepts
• Describe operating system security concepts
• Demonstrate familiarity with appropriate endpoint tools that gather security assessment information
• Verify that endpoint systems meet security policies and standards
• Implement software and hardware updates
• Interpret system logs
• Demonstrate familiarity with malware removal.

Module 4: Vulnerability Assessment and Risk Management
• Explain vulnerability management
• Use threat intelligence techniques to identify potential network vulnerabilities
• Explain risk management
• Explain the importance of disaster recovery and business continuity planning.

Module 5: Incident Handling
• Monitor security events and know when escalation is required
• Explain digital forensics and attack attribution processes
• Explain the impact of compliance frameworks on incident handling
• Describe the elements of cybersecurity incident response.

The following learning materials are recommended for you to take prior to the Cisco Certified Support Technician (CCST) Cybersecurity certification exam:

• Junior Cybersecurity Analyst Career Path

The Junior Cybersecurity Analyst Career Path prepares you for the Cisco Certified Support Technician (CCST) Cybersecurity certification and entry-level cybersecurity positions, such as cybersecurity technician, cybersecurity analyst, and Tier 1 help desk support. Learn critical skills like threat intelligence, network security, and risk management to protect an organisation from cyber attacks.

The Cisco Optical Technology Foundations learning path delves into the essential topics of fiber-optic technology for telecommunications. Starting with an introduction to fiber-optic principles, it progresses through optical fiber solutions and applications.

The learning path also explores dense wavelength-division multiplexing (DWDM) and optical network components. Training on installation, maintenance, and troubleshooting prepares learners for real-world challenges.

The learning path concludes with management systems, emphasising the strategic oversight of optical networks.

Module 1: Introduction to Fiber Optics

Module 2: Optical Fiber Solutions

Module 3: Dense Wavelength-Division Multiplexing and Optical Network Components

Module 4: Optical Fiber Installation and Maintenance

Module 5: Optical Management Systems Solutions

By the end of this course, you should be able to:

• Gain a comprehensive understanding of fiber-optic principles, including installation, maintenance, troubleshooting, and management.
• Learn about DWDM and optical network components.
• Become an asset in the telecommunications industry.
• Gain knowledge for protocols, solutions, and designs to acquire professional- and expert-level telecommunications roles.

There are no formal prerequisites to these courses.

The Understanding Cisco Data Center Foundations learning path helps you prepare for entry-level data center roles.

In this learning path, you will learn the foundational knowledge and skills you need to configure Cisco data center technologies, including networking, virtualisation, storage area networking, and unified computing.

You will get an introduction to Cisco Application Centric Infrastructure (Cisco ACI), as well as automation and cloud computing. You will get hands-on experience configuring features on Cisco Nexus Operating System (Cisco NX-OS) and Cisco Unified Computing System (Cisco UCS).

Module 1: Cisco Data Center Foundations
• Describing the Data Center Network Architectures.

Module 2: Cisco Data Center Switching
• Describing the Cisco Nexus Family and Cisco NX-OS Software
• Describing Layer 3 First-Hop Redundancy
• Describing Port Channels and vPCs
• Describing Data Center Ethernet Enhancements.

Module 3: Cisco Data Center Virtualisation
• Describing Switch Virtualisation
• Describing Machine Virtualisation
• Describing Network Virtualisation.

Module 4: Cisco Data Center Storage
• Introducing Basic Data Center Storage Concepts
• Describing Fibre Channel Communication Between the Initiator Server and the Target Storage
• Describing Fibre Channel Zone Types and Their Uses
• Describing Cisco NPV Mode and NPV
• Describing FCoE.

Module 5: Cisco Unified Computing Systems
• Describing Cisco UCS Components
• Describing Cisco UCS Manager.

Module 6: Cisco Data Center Advanced Services
• Automating the Data Center
• Describing Cisco ACI
• Describing Cloud Computing.

By the end of this course, you should be able to:

• Describe the foundations of data center networking and cloud computing.
• Describe Cisco Nexus products, and explain the basic Cisco NX-OS functionalities and tools.
• Describe switch, machine, and network virtualisation.
• Compare storage connectivity options in the data center.
• Gain knowledge for protocols, solutions, and designs to acquire entry-level data center roles.

There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:

• Good understanding of networking protocols
• Good understanding of the VMware environment
• Basic knowledge of Microsoft Windows operating systems.

The Understanding Cisco Collaboration Foundations learning path introduces Cisco collaboration technology.

You’ll understand Cisco collaboration technology, parameters, endpoints, dial plan components, accessories, and maintenance, enabling you to effectively deploy and manage Cisco collaboration solutions.

Module 1: Intro to Cisco Collaboration
• Collaboration Technology and Benefits
• Initial Parameters for Cisco Unified Communications Manager.

Module 2: User and Endpoints
• Endpoints and Registration Process
• Codecs and Call Signalling
• Manage Users in Cisco Unified Communications Manager.

Module 3: Dial Plan Components
• Dial Plan Basics
• Class of Service
• Endpoint Features.

Module 4: Accessories and Maintenance
• Cisco ISR as a Gateway
• Cisco Unified Communications Manager Media Resources
• Reporting and Maintenance
• Additional Requirements for Video Endpoints
• Cisco Unity Connection.

By the end of this course, you should be able to:

• Gain an understanding of Cisco user and endpoint collaboration to enhance communication across teams and individuals.
• Understand codecs for audio and video communication and call signalling protocols used in Cisco Unified Communications Manager.
• Gain knowledge to administer user accounts and configure user features and settings within Cisco Unified Communications Manager.
• Learn to design and configure a dial plan, numbering plans, and route patterns for call routing in Cisco Unified Communications Manager.
• Configure and manage media resources and interpret reports in Cisco Unified Communications Manager.
• Configure video endpoints and explore Cisco Unity Connection integration in Cisco Unified Communications Manager.

There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:

• Internet web browser usability knowledge and general computer usage
• Knowledge of Cisco Internetwork Operating System (Cisco IOS®) command line.

The Understanding Cisco Service Provider Network Foundations learning path teaches you the architectures, protocols, software and hardware platforms, and solutions within the Service Provider realm and provides you with the foundational knowledge necessary to follow further service provider learning paths.

Completing this learning path will prepare you to take professional-level service provider courses and learning paths.

Module 1: Introduction to SP Network Architectures
• Introducing Service Provider Architectures
• Describing Internet Governance Organisations
• Introducing Access and Core Technologies in Service Provider Environment.

Module 2: Software Configuration Basics
• Configuring Cisco IOS and Cisco IOS XE Router
• Configuring Cisco IOS XR Router.

Module 3: SP Routing and MPLS Foundations
• Introducing Routing Technologies in Service Provider Environment
• Describing MPLS.

Module 4: Layer 2 Services Foundations
• Introducing Switching Technologies in the Service Provider Environment
• Introducing Overlay Technologies.

Module 5: Network Services and Automation Basics
• Implementing Layer 3 Services
• Implementing Service Provider Services
• Introducing Programmability on Cisco IOS XR Routers.

By the end of this course, you should be able to:

• Describe network architectures, devices, and software used by service providers.
• Describe the various internet governance organisations, their roles, and tools available for governance information verification.
• Configure Cisco Internetwork Operating System (Cisco IOS®) and Cisco IOS XE routers.
• Describe Cisco IOS XR software, perform initial configuration, and explain platform daily tasks.
• Describe various access and core technologies used by service providers.
• Describe various major switching technologies used by service providers.
• Describe major overlay technologies and their usage, and configure Virtual Extensible LAN (VxLAN).
• Describe various major routing protocols used by service providers.
• Configure Layer 3 services used by service providers.
• Describe multiprotocol label switching (MPLS), components, protocols, and MPLS usage.
• Describe usage of various services used and maintained by service providers.
• Introduce Linux networking, Bourne-Again SHell (BASH) scripting, and their usage within Cisco IOS XR software.

There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:

• Knowledge of IPv4 and IPv6 Transmission Control Protocol/Internet Protocol (TCP/IP) networking
• Familiarity with a typical service provider environment
• Basic knowledge about networking devices and their roles.

The Understanding Cisco Wireless Foundations learning path teaches you the knowledge and skills necessary to position, plan, implement, operate, and manage a Cisco wireless LAN (WLAN) network.

You will build your knowledge of the critical aspects of RF technology and industry standards for Wi-Fi and security and how to leverage that knowledge for the design, installation, and configuration of a WLAN network of any size.

Completing this learning path will enable you to implement a WLAN network for your organisation and give you the foundational knowledge necessary to prepare for the Designing Cisco Enterprise Wireless Networks (ENWLSD) and Implementing Cisco Enterprise Wireless Networks (ENWLSI) courses.

Module 1: Wireless Fundamental
• RL and WLAN Theory
• WLAN Math and Antennas
• Wi-Fi Operations.

Module 2: WLAN Security
• Basic WLAN Security
• Advanced WLAN Security
• Configuring WLAN Security.

Module 3: WLAN Architecture
• Cisco Wireless Network Architecture
• Implementing Cisco Wireless Network
• Implementing Cisco Wireless Network Wired Support.

Module 4: WLAN Implementation
• Deploying Cisco Centralised Wireless Networks
• Configuring Cisco Centralised Wireless Networks
• Maintaining and Troubleshooting Cisco Wireless Networks
• Managing and Monitoring Cisco Wireless Networks with Cisco DNA Center.

By the end of this course, you should be able to:

• Understand critical aspects of RG technologies, including RF frequencies, antenna types, and how to overcome installation challenges.
• Understand bout different WLAN architectures provided by the Cisco solution and how to implement them.
• Manage a WLAN implementation.

There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:

• General knowledge of networks
• General knowledge of wireless networks
• Routing and switching knowledge.