Common starting paths

IT Support / Help Desk: solve user problems with accounts, devices, software, printers and connectivity. Practise Windows basics, ticket notes and customer communication.

Networking: learn IP addresses, DNS, DHCP, routers, Wi-Fi and basic diagnostics.

Software / Web Development: build small projects and practise programming, debugging, Git and explaining your code.

QA Testing: learn to write test cases, reproduce bugs, record clear steps and compare expected versus actual results.

Cloud / Cybersecurity / Data: begin with computing, networking, identity and security fundamentals before moving to specialist tools.

Your exercise

Choose one target role. Write down three tasks someone in that role does, five skills you already have, and three skills you will practise next. Be honest: list only skills you can explain or demonstrate.

Keep your resume easy to scan, normally one or two pages. Use headings for Summary, Skills, Experience, Projects and Education/Training. Tailor the top skills to the role rather than sending the same unedited resume everywhere.

Use this bullet formula: action + tool/context + result. Example: “Diagnosed a Windows connectivity issue by checking adapter settings and DNS; documented the fix for the support team.” Do not invent numbers or claim a result you cannot verify.

Projects count: a home lab, a small website, a test plan, a troubleshooting write-up or a networking diagram can show practical learning. Label personal practice as a project, not as paid employment.

Protect your privacy: do not put government ID numbers, passwords, full home address or confidential employer/customer details on a public resume.

Your exercise

Write a two-line summary for your target role and create two truthful project bullets. Ask a friend to check spelling and whether every sentence is understandable.

For “Tell me about yourself”, use 30-60 seconds: your target role, relevant experience or projects, two core skills, and what you want to contribute next.

For troubleshooting questions, explain the order of your checks. Example: “First I would confirm who is affected and the exact error. Then I would check the connection and IP settings, test DNS, compare with a working device, document the evidence, and escalate if the fix requires permissions I do not have.”

Use STAR for experience questions: Situation (context), Task (your responsibility), Action (what you did), Result (what changed and what you learned). Be clear about your own contribution.

If you do not know a tool, say so honestly and explain how you would learn and test it safely. Clear reasoning is better than pretending to have experience.

Your exercise

Record a one-minute answer to “Tell me about yourself” and practise an internet-not-working scenario. Listen once and remove unnecessary detail.

1. Define the issue: ask what happened, when it began and the exact error.
2. Set the scope: one user/device or many? One app or the whole network?
3. Check basics: power, cables, Wi-Fi, account status, storage and service status.
4. Gather evidence: note the time, device/OS, error text and checks completed. Avoid collecting unnecessary personal data.
5. Test one change at a time: start with low-risk checks and record outcomes.
6. Use approved fixes: follow company policies; get approval before risky changes.
7. Confirm and document: ask the user to verify and write down the resolution.
8. Escalate: share concise evidence and steps already tried.

Never bypass access controls, disable security tools or run destructive commands just to clear a warning. Work only on systems you are authorised to support.

Your exercise

Write a sample ticket for a “printer not working” issue. Include symptoms, scope, checks, result and next action.

ipconfig shows basic IP settings. ipconfig /all gives more detail about network adapters, DHCP and DNS.

ping hostname tests whether a host responds over the network; a failed ping does not always prove the host is down. nslookup example.com checks DNS name resolution. tracert example.com shows the path attempts toward a host.

whoami shows the current account. systeminfo reports system details and may include information you should not post publicly. sfc /scannow checks protected Windows system files and may require an elevated terminal.

Use commands only on devices you are permitted to troubleshoot. Do not share passwords, tokens, full diagnostics or sensitive network details in public forums.

Your exercise

On your own computer, run ipconfig and whoami. Write one sentence describing each result. Do not publish the complete output if it contains private details.

Passwords and MFA: use unique passwords and multi-factor authentication where available. Never share one-time codes, passwords or recovery codes.

Phishing: check the sender, domain, urgent wording, unexpected attachments and links. Verify unusual payment or account requests through a separate trusted channel.

Least privilege: use only the access needed for the task. Never borrow another person's account or bypass approvals.

Updates and data: apply approved patches, follow change windows, and keep customer/employer information out of screenshots, demo projects and public posts.

Incident response: if you suspect a compromised account or device, promptly report it through the authorised process. Preserve evidence and do not investigate beyond your permission.

Your exercise

Turn on MFA for a personal account that supports it, review recovery options, and practise identifying three warning signs in a suspicious message.

Week 1 - Choose a focus: pick one target role, read a few job descriptions and list the skills that repeat. Deliverable: a one-page skills gap list.

Week 2 - Practise fundamentals: spend short daily sessions on a core topic such as Windows, networking, testing, coding or cloud basics. Deliverable: notes and five practice questions.

Week 3 - Build evidence: complete a small lab or project and document the goal, tools, steps, result and lesson learned. Do not include confidential data.

Week 4 - Prepare to apply: tailor your resume, practise two interview answers and polish the project write-up. Deliverable: one role-specific resume and a project you can explain.

Free learning portals to explore include Microsoft Learn, Cisco Skills for All, freeCodeCamp and GitHub Skills. Availability can change; check each provider's current terms.

Your exercise

Schedule three 20-minute practice sessions this week and write down exactly what you will complete in each session.