Free Career Challenge

Break into IT support with proof, not just claims.

A free 4-week challenge that helps you build the exact artifacts hiring managers want to see: mock tickets, troubleshooting notes, escalation examples, resume bullets, and interview stories. No formal experience required.

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14-page PDF
4-week structure
Do it at your own pace
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The Technical Support Engineer Challenge cover page Inside page of the Technical Support Engineer Challenge showing a mock support ticket
The problem

Trying to get into IT support without experience is a loop.

Employers want proof. But you cannot get proof without a job. And you cannot get a job without proof. Most beginners send out the same generic applications and wonder why nothing lands.

  • Your resume says "detail-oriented" and "fast learner," but so does everyone else's.
  • You have the CompTIA A+, but limited hands-on evidence to point to in interviews.
  • "Tell me about a technical problem you solved" freezes you, because you do not have a real story to tell.
  • You have applied to dozens of help desk roles and heard nothing back.
  • You are tired of waiting for someone to give you a chance to prove yourself.
The fix

Stop trying to sound qualified. Start producing evidence that you are.

You do not need a formal help desk job to practice like one. You can build the same artifacts a working support tech produces every day: tickets, notes, checklists, escalation examples.

That is what this challenge helps you do.

What you build

Six real artifacts you can put in front of a hiring manager.

By the end of the challenge, you will have concrete work to show. Not adjectives. Every item below is something you can talk about in an interview, add to a portfolio, or turn into a resume bullet that has substance behind it.

01

Mock support tickets

Five or more fully documented tickets: symptoms, questions asked, steps taken, findings, and resolution.

02

Troubleshooting notes

Structured diagnostic reasoning that shows how you think, not just what you know.

03

Escalation examples

Clear, professional escalation notes for tickets that need a second set of eyes.

04

Reference checklists

Windows and networking, security-aware support, and a "first 5 things to check" quick reference.

05

Resume bullets

Before-and-after examples that turn generic claims into specific, defensible evidence of skill.

06

Interview stories

Three prepared STAR-format answers built around real challenge scenarios you completed.

How it works

Four weeks. Roughly two to three hours per week.

Each week builds on the last. There are no deadlines and no gatekeeping. You do the work at your pace and end up with real deliverables at the end of every week.

WEEK 01

Troubleshooting foundations

Turn vague complaints into structured troubleshooting steps. Practice writing clean support notes and asking diagnostic questions that solve problems faster.

WEEK 02

Windows, networking, and account issues

Practice the most common ticket types: login problems, password resets, slow computers, and connectivity issues. Build a reusable checklist for each.

WEEK 03

Security-aware support

Learn how routine tickets can sometimes signal account compromises or phishing. Practice documenting suspicious activity and writing escalation notes.

WEEK 04

Portfolio, resume, and interview proof

Turn everything you built into career assets. Write resume bullets, prepare interview stories, draft a LinkedIn post, and pull together a portfolio entry.

Who this is for

You are ready to do the work. You just need the structure.

If any of the descriptions on the right sound like you, this challenge is built for the spot you are in right now.

  • You are trying to break into IT support and have not landed the first role yet.
  • You have your CompTIA A+ (or equivalent) but limited hands-on proof.
  • You are moving from a non-IT career and building your first IT portfolio.
  • You are already in a help desk role and want stronger project examples for your resume.
  • You are self-taught and want structured practice with real deliverables.
  • You want to eventually move toward cybersecurity, and know that support is a strong foundation.
Skills you develop

Four habits every support professional needs.

The Challenge is not about memorizing tools. It is about developing the four habits that separate a support tech who closes tickets from one who solves problems.

Focus 01

Technical support practice

Working through realistic scenarios and documenting each step with care.

Focus 02

Documentation habits

Writing tickets, notes, and escalations that the next person can actually use.

Focus 03

Troubleshooting mindset

Asking the right questions, isolating variables, and knowing when to escalate.

Focus 04

Security-aware support

Recognizing when a routine ticket might be an early sign of an incident.

Built by
RM
Ron Mercier
Cloud and Cybersecurity Engineer

I have spent years in technical support roles, including handling cloud infrastructure incidents and security-adjacent issues at Akamai and Verint. The scenarios, templates, and career artifacts in this challenge come directly from the tickets, escalations, and documentation habits I have seen work in practice. SecureByDefault is where I share what actually helps, written for people who want the truth without the hype.

MSc Cybersecurity CySA+ PenTest+ AWS CCP ISC2 CC Linux Essentials
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Start building proof this week.

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