Free Tier-1 IT and Technical Support training scholarship in Nigeria

What you will learn

A ten-week certificate course in Tier-1 IT support: ticket anatomy, core networking fundamentals, remote-session security, and the exact judgment for knowing when to escalate, taught the way it's actually done on a working support desk today.

• Ticket triage & the isolate-the-variable method
• Zendesk / Freshdesk / ServiceNow workflows
• IP, DNS, DHCP & VPN fundamentals
• Remote-session security (TeamViewer / AnyDesk)
• Password reset & identity verification
• Escalation judgment (Tier 1 vs. Tier 2/3)
• Security-incident first response
• De-escalating a non-technical, frustrated user
• Closing-note & handoff documentation
• Real mock-ticket assessment

Eight weeks at a glance

1. Week 1: Foundations. What Tier 1 actually is, the core vocabulary (ticket, SLA, escalation, remote session), ticket anatomy, IP/DNS/DHCP/VPN fundamentals, isolate-the-variable, remote-session security, and knowing exactly when to escalate.
2. Week 2: Ticketing Tools & Real Workflows. Hands-on with Zendesk, Freshdesk, and ServiceNow: queue management, tagging, SLA tracking, and the specific click paths behind the concepts from Week 1.
3. Week 3: Common Fixes I. The high-volume categories that make up most of a real queue: account access, software installs, printer and peripheral connectivity, and application errors: with real runbooks.
4. Week 4: SaaS, MSP & Internal IT Specialization. Working across the three employer types: a single-product SaaS desk, a multi-client MSP rotation, and overnight internal IT coverage: each with its own quirks and expectations.
5. Week 5: Security Incidents & The Furious Non-Technical User. Recognizing and responding to a real suspected compromise under time pressure, plus de-escalating a genuinely angry, non-technical user without ever sounding dismissive or scripted.
6. Week 6: Ticketing-Tool & Reporting Mastery. Writing closing notes and escalations a manager or a future agent can read cold, reading your own performance metrics, and using tagging and reporting to spot recurring patterns.
7. Week 7: Full Simulation. Sustaining a realistic shift's ticket-and-chat volume at once, remote-work discipline, and working a queue end to end under real time pressure.
8. Week 8: Final assessment. Written exam, three graded mock tickets across chat and remote session, and a practical escalation-writing task: pass all three to certify.
9. Week 9: Practicum, part one. Three timed shifts on Harborline Helpdesk, a fictional company with a real ticket queue. Items arrive the way they do in a real shift; every action is graded against the rules of the job.
10. Week 10: Practicum, part two. Three more shifts including a downtime drill, a peer review of another student's work, and a tutor-marked final. Passing needs zero critical errors.

Who this track suits

• You can follow a structured troubleshooting process even when you're pretty sure you already know the fix: because guessing right sometimes and wrong other times is worse than a repeatable method, and this track trains the method first.
• You want a remote income stream where you're not selling or cold-calling anyone: Tier 1 support is reactive by design: a ticket lands, you triage it, you solve it or you hand it off correctly.
• You're comfortable being the one who says 'I don't know yet, let me look into it and come back with a real answer' rather than inventing a confident-sounding guess: this track teaches that honesty is what actually builds trust with a frustrated user.
• You don't need a computer science background or a networking certification to start: the plain-language versions of IP addresses, DNS, DHCP, and VPNs taught here are genuinely sufficient for the vast majority of what lands in a real Tier 1 queue.

How to apply

1. 1
   Apply

   Fill in the form. It takes about two minutes. One application per email address, for one pool.

2. 2
   Get accepted

   Acceptance emails go out in batches. Watch your inbox.

3. 3
   Start learning

   Open your first course or your track the same day. You have six weeks to finish your first course or Week 1.

More about the scholarship

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